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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
JimColeman
Level 8

Can't get into YouTube or Prime Video

As of yesterday I can no longer get into Prime Video or YouTube on my Roku Express, Prime hangs on the splash screen and YouTube says "YouTube could not be run  because it could not be reinstalled from the network. Please check your network connection and try again."

Network is fine, I can access both Prime and YouTube from other devices.  I have reinstalled both channels and rebooted the roku several times.  This has been a problem since last night.  Any ideas?

0 Kudos
14 REPLIES 14\
RokuKariza-D
Roku Employee
Roku Employee

Re: Can't get into YouTube or Prime Video

Hello @JimColeman

Thanks for bringing this to our attention. 

Have you tried restarting your router? If not, try giving it a shot to see if that may help.

Moreover, did your Roku Express recently got updated to OS 10? You can view your device's current software by going to Settings > System > About. Please provide us the software OS/version and let us know if other channels aside from YouTube and Amazon Prime are affected. 

We look forward to hearing from you soon. 

All the best,
Kariza

Kariza D.
Roku Forum Moderator
0 Kudos
StreamerUser
Level 20

Re: Can't get into YouTube or Prime Video


@JimColeman wrote:

As of yesterday I can no longer get into Prime Video or YouTube on my Roku Express, Prime hangs on the splash screen and YouTube says "YouTube could not be run  because it could not be reinstalled from the network. Please check your network connection and try again."

Network is fine, I can access both Prime and YouTube from other devices.  I have reinstalled both channels and rebooted the roku several times.  This has been a problem since last night.  Any ideas?


Try:

1)  Network connection reset (Settings/System/Advanced system settings)

2)  Change theme to Roku Default (Settings/Theme/Restore default theme)

3)  Change screensaver to a Roku clock (Settings/Theme/Screensavers)

4)  Check for updates (Settings/System/System update/Check now)

0 Kudos
youngheart1
Level 7

Re: Can't get into YouTube or Prime Video

I had the same problem. I just e-mailed the company and not sure if they will respond to my e-mail. 

0 Kudos
youngheart1
Level 7

Re: Can't get into YouTube or Prime Video

it seems this issue with You tube is big.. many people are complaining. I lost it yesterday.. I feel like breaking my roku stick to pieces.. 

the company should figure out what the issue is....

0 Kudos
StreamerUser
Level 20

Re: Can't get into YouTube or Prime Video


@youngheart1 wrote:

it seems this issue with You tube is big.. many people are complaining. I lost it yesterday.. I feel like breaking my roku stick to pieces.. 

the company should figure out what the issue is....


Did you try any of the steps in the post immediately before yours?

0 Kudos
JimColeman
Level 8

Re: Can't get into YouTube or Prime Video

Router rebooted.  Software version 10.0.0 build 4195-51

Things are worse today.

Channels affected:

Prime - hangs on splash screen

YouTube- Can't run channel

Netflix - Screen goes black and hangs (Roku has to be rebooted)

 

Channels unaffected:

Roku Channel

ITV hub

All 4

My 5

Acorn TV

UKTV play

 

 

0 Kudos
Judyby1
Level 8

Re: Can't get into YouTube or Prime Video

I am having same problem with my Roku TV.  Lost YouTube first.  Now can’t load Prime Video or Netflix.   The problem seems to be growing and Roku needs to address it

JimColeman
Level 8

Re: Can't get into YouTube or Prime Video

Did a connection reset, changed theme and screensaver, did an update which I think did a couple of very quick changes.

Prime Video still hangs on the splash screen.  Netflix looks OK, YouTube still says "Can't run channel"

0 Kudos
JimColeman
Level 8

Re: Can't get into YouTube or Prime Video

My Roku is saying it updated to 10.0.0 a couple of days ago, which corresponds to when the problem started, so it seems likely the latest update is responsible for the problems with Prime and Youtube.  If that's the case then this problem is probably affecting a large number of Roku users so should be given a high priority.  I'm assuming another update will have to be issued to fix it.