Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Level 7

CBS All Access keeps giving me video won't load error.

I recently added the CBS All Access channel. The error it gives is:

Error: Unfortunately, an error occurred during playback. Please try again.

This happens 95% of the time.

I have done the following things:

1. Restarted Roku (soft restart)

2. Unplugged Roku for several minutes before plugging it back in (hard restart)

3. Uninstalled CBS All Access (I had to cancel the subscription- which didn't take, since Roku will not allow you to remove a channel if you have a subscription). Restarted Roku, and reinstalled CBS All Access

Note: I had to cancel my subscription to CBS All Access before Roku would let me remove the channel, but when I reinstalled the channel my subscription was still there - so there is an additional issue that Roku does not cancel a subscription when told to do so.

Please let me know what else to try. This is clearly a CBS All Access issue as I don't have this problem with any other channel. If nothing else, tell me how to cancel the subscription and I will go through my Amazon Prime channel to get CBS All Access channel. I don't want to be billed twice for one service.

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2 Replies
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Level 18

Re: CBS All Access keeps giving me video won't load error.


@shurst wrote:

Note: I had to cancel my subscription to CBS All Access before Roku would let me remove the channel, but when I reinstalled the channel my subscription was still there - so there is an additional issue that Roku does not cancel a subscription when told to do so.

Subscriptions are prepaid.  When you unsubscribe, it stops the automatic renewal at the end of your current prepaid subscription period, but you still get the use of the balance of the subscription for which you have paid.

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Roku Employee
Roku Employee

Re: CBS All Access keeps giving me video won't load error.

@shurst 

Thanks for the post.

If the issue remains unresolved, I'd recommend reaching out to CBS All Acess directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the CBS All Access channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

You can reach them here: https://cbsi.secure.force.com/CBSi/KnowledgeHome?referer=cbs.com%2Faa

Thanks,
Danny

Danny R.
Roku Forum Moderator
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