Forum Discussion

crk1918's avatar
crk1918
Binge Watcher
2 years ago

Cannot login to Roku Mobile App

I Still have this problem today. I have tried before from last year. No problem from the web login or TV login, just not mobile phone.
Android
iOS
mobile app
RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi crk1918,

A warm welcome here in the Roku Community!

We understand you're having a problem with the Roku mobile app since you're unable to sign in. We're happy to assist you further. Please try to remove the app and re-add it again.

Let us know how it works, and we will continue to assist you further.

Kind regards,

John

  • crk1918's avatar
    crk1918
    Binge Watcher
    2 years ago

    Still not working. Even try to forget my password（Do it on purpose.）, and it still doesn't work.

    I remember if I create a completely different user for somebody, it will work.

    Not sure the reason is why it not works for my account.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Thanks for getting back to us, crk1918

      We appreciate you for providing the additional details. Have you tried uninstalling your Roku mobile app, and re-installing it to see if you're able to see any improvements?

      Keep us posted.

      Best wishes,
      Kash

      • crk1918's avatar
        crk1918
        Binge Watcher
        2 years ago

        Yes. I have tried this before.

  • Crazylola47's avatar
    Crazylola47
    Newbie
    2 years ago

    I’m having trouble as well. I tried deleting app and reinstalling but all I get is a black screen that says something went wrong loading this page, use the remote control, retry or go to support page for any outages. 

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      2 years ago

      Hi Crazylola47,

      Greetings from the Roku Community!

      We understand you're also having problems accessing your Roku mobile app. We would be happy to look further into this issue, but we need more details. Please provide us with the following information:

      • Roku device model, serial number, device ID, and current OS version. (This can all be found in Settings > System > About.)
      • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      • Mobile phone or tablet OS version, model, and app version.

      Once we have this information, we will be able to investigate further.

      Best regards,
      Eunice

      • crk1918's avatar
        crk1918
        Binge Watcher
        2 years ago

        Using the latest app, still having issues today, which makes me believe most likely will be the account issue since I tried many Android still not avail.

        If we still think it is the device issue, someone can get an Android phone model that works for them, I can try it for my account.

        I did the Wireshark capture, it did resolve the DNS and HTTPS address correctly.