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tog
Level 7

"Website experienced an unexpected problem" error

For the past 2 days attempting to access my account online (https://my.roku.com/index) throws the following error after a successful login:

The website experienced an unexpected problem

There was an unexpected error in the website. The current page will not load. Close and re-open your browser, navigate back to the website, and try repeating your last actions. If the problem persists, please contact our support team.

If reporting this error please reference the following url: https://my.roku.com/index


For a very brief time after logging in or refreshing the page (<1 sec) the basic page info appears (Pin, payment method, channels, etc.) but then jumps to the error page.

- Tried Chrome on 1 laptop
- Tried IE on the same laptop
- Tried Chrome on different laptop
- Tried Chrome on a Verizon Android Moto Turbo X phone with WiFi disabled (through the cell network)
- Tried IE on a 3rd laptop through the phone's hotspot (through the cell network)

Same problem on all tries no matter the browser or routing.

There had been a Service Interruption Notice

https://support.roku.com/hc/en-us/articles/215735027--My-Roku-com-Service-Interruption-5-29-2016

that looked like it was related to the problem but that page was replaced a few hours ago with generic troubleshooting information.

Anyone else with this problem, and has anyone found a solution?
0 Kudos
27 Replies
tog
Level 7

Re: "Website experienced an unexpected problem" error

Briefly flashes:



then jumps to

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RokuShawnS
Level 10

Re: "Website experienced an unexpected problem" error

We're experiencing an issue on the backend. The web team is looking at the problem.

C. Shawn Smith
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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tog
Level 7

Re: "Website experienced an unexpected problem" error

Thank you Shawn.
0 Kudos
NBFlyacker
Level 7

Re: "Website experienced an unexpected problem" error

I have been experiencing this exact same problem for the last 3 days. Has this been resolved yet?
0 Kudos
NBFlyacker
Level 7

Re: "Website experienced an unexpected problem" error

Hello,

I wanted to check and see if there is any update on this? I am still having this probelm after 5 days. I have a case number from support but have yet to receive any update.

Thanks,
Ron
0 Kudos

Re: "Website experienced an unexpected problem" error

"RokuShawnS" wrote:
We're experiencing an issue on the backend. The web team is looking at the problem.

C. Shawn Smith


Shawn,

I am curious to when this is going to be resolved. I too am have issues and getting the same as the OP and have been for a week. So far no response from ROKU support team.
0 Kudos
RokuShawnS
Level 10

Re: "Website experienced an unexpected problem" error

I don't have an ETA, but this was discussed yesterday internally. The web team is pushing hard on it.

C. Shawn Smith
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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microlady
Level 7

Re: "Website experienced an unexpected problem" error

I have not had the problem going online to the website. Copy and paste the following into your browser window. I have had no problem with this way to do it:

https://my.roku.com/signin?next=https%3 ... meout=true

I just tried right now and was able to get my sign in page and enter my email and password okay.

It worth a try. Hope it helps.
Original Roku Model N1000,bought 2008 (2014 still works perfectly)
2014 new owner of Roku 3500 (HDMI) streaming stick
2016 new owner of Roku 3600 (HDMI) streaming stick
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tog
Level 7

Re: "Website experienced an unexpected problem" error

Works for me now (OP).
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