Forum Discussion

SuperSapien64's avatar
SuperSapien64
Streaming Star
3 years ago
Solved

Pluto TV and YouTube having issues when exiting them.

After the May firmware update I've been experiencing issues with both the Pluto TV and YouTube apps/channels having bugs when exiting them. I'll start with the Pluto TV app whenever I exit the app it...
tv & player features
  • RokuCarly's avatar
    RokuCarly
    3 years ago

    Hi SuperSapien64,

    Thanks for keeping us posted!

    Does this happen to the Pluto TV and YouTube app only? If so, kindly follow the steps provided below:

    • Remove the app/channel; press Home > Move to the right and highlight the channel you wish to remove > press Star* > Remove channel
    • Reboot your device's system: press Home > Settings > System > Power > System restart
    • Install the app/channel again: press Home > select Store > find the app/channel that you've removed > Add channel

    Please be advised that this process needs to be done precisely for better outcomes.

    If the issue is still persistent, please keep us posted, and we'll assist you further.

    Thanks,
    Carly

SuperSapien64's avatar
SuperSapien64
Streaming Star
3 years ago

I unplug my Roku every four to seven days for 3 minutes, and I regularly check for updates manually.

It has something to do with the May firmware update.

RokuCarly's avatar
RokuCarly
Community Moderator
3 years ago

Hi SuperSapien64,

Thanks for keeping us posted!

Does this happen to the Pluto TV and YouTube app only? If so, kindly follow the steps provided below:

  • Remove the app/channel; press Home > Move to the right and highlight the channel you wish to remove > press Star* > Remove channel
  • Reboot your device's system: press Home > Settings > System > Power > System restart
  • Install the app/channel again: press Home > select Store > find the app/channel that you've removed > Add channel

Please be advised that this process needs to be done precisely for better outcomes.

If the issue is still persistent, please keep us posted, and we'll assist you further.

Thanks,
Carly

  • SuperSapien64's avatar
    SuperSapien64
    Streaming Star
    3 years ago

    I already tried that beforehand, no luck.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      3 years ago

      Hi SuperSapien64,

      Thanks for keeping us posted!

      We appreciate the efforts taken to resolve the issue. We would be more than happy to look into this issue, and we'll need more information. Can you please provide us the following information:

      • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
      • Does this issue occur specifically on YouTube channel? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
      • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID).
      • Steps to reproduce the issue you are seeing.

      Once we have this information, we will be to pass it along to the appropriate Roku team for further investigation.

      All the best,
      Kash

      • Bbattersby's avatar
        Bbattersby
        Channel Surfer
        3 years ago

        I'm happy to step in and give you this info. 

        I have unloaded, reloaded, the app, cleared cache (home button 5 times up button rewind, forward). I've reset Roku back to factory specs and reloaded all the updates.  Still same issue.  About 1/3 of roku live channels also don't load. Twice Prime has loaded saying "We experienced an error" in multiple languages.

        Blank screen seems to also affect random channels like America's Test Kitchen and Tastemade on the Roku live, then four or five channels are fine, then the next two don't work. Spectrum app works flawlessly as does Vudu and Paramount. 

        My internet is Spectrum 300 down / 20 up.  Ping time is 16s and I have no latency over 100 pings.  It happens on all of my Roku devices (1 Sharp roku TV, two express).  I also own two firesticks that are working fine.

        Someone else was told by tech support that it was our ISP. But my sister has CenturyLink and is experiencing the same thing on 2 Roku devices.

        Model 3941X2
        S/N X02200RAW6KA
        Software 12.0.0 Build 4184-E4
        ID S0HAK29AW6KA

        Tracking ID KA-289-565

        The blank screen when loading Pluto started 7/17 and it affect that app and every channel on that app 100% of the time.

        Hope that helps you fix this problem.