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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Gosherm
Level 8

Cannot play VOD titles in Roku Channel

I'm currently unable to play any VOD titles in the Roku Channel on any of my Roku devices or through the Roku app on my Android phone. Live TV streams play just fine, as does VOD content from every other channel. If I disconnect from my home network, I can play the VOD titles over my mobile connection or a neighbor's wifi (not a long-term solution), so I'm sure that it's something related to my network. However, I have not been able to find any logs or useful error messages to help me figure out what I may need to adjust, so I am reaching out here for help.

 

Symptoms:

* CANNOT play Roku Channel VOD titles on my local network on device or in app

* CAN play Roku Channel live content on my local network

* CAN play Roku Channel content (VOD and live) on other networks (mobile, neighbor's wifi)

* CAN play Roku Channel VOD (and live) content through Chrome browser on Android phone and desktop PC.

* CAN play VOD content from all my other channels on local network

 

Steps I have tried, all unsuccessfully:

* Uninatall, reboot, reinstall the Roku Channel (on devices and phone)

* Different TV, cables, and power outlets

* Reboot of modem, router, and AP

* Factory reset of modem, router, and AP

* Playing different VOD titles

* Playing titles while not logged in to my Roku account 

* Updating to the latest firmware

* Factory reset of Roku

* Putting the player in the DMZ of my router

* Chat with Roku support agent who did not reconnect with me after having me do something that would disconnect the chat, despite saying it would happen

 

Hardware/Software Configuration:

* Roku 2, 4210X. v9.4.0:4210. Wired connection.

* Roku 3, 4200X. v10.0.0:4185. Wireless connection, 2.4GHz band. 

* Roku Ultra, 4660X, v9.4.0:4210. Wireless connection, 5GHz band.

* Samsung Galaxy 9+, Android 10. Roku App 7.6.0.581422. Wireless connection, 5GHz band.

* Xfinity internet, continental US-based, account registered in the US. No VPN.

 

Example titles:

* Alias, Stick It (there were more, those are just the two that I remember the names of)

 

I am really at wit's end here without being able to generate any log files to dig deeper, and would really appreciate any help.

 

Thank you!!

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5 REPLIES 5\
Gosherm
Level 8

Re: Cannot play VOD titles in Roku Channel

Oops, forgot to include what is meant by "cannot play."

* Roku hardware: Hitting play blanks the screen for part of a second before returning to the screen that was just being displayed

* Android app: Hitting play results in a generic error message, "Something went wrong during playback, please try again later," and then returning to the same screen when the error message is acknowledged 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Cannot play VOD titles in Roku Channel

@Gosherm

Thanks for letting us know about the issue you are seeing.

We would like to gather some information so we 

can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-can you provide specific titles of the content that you are experiencing this issue
-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)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to look further into the issue for you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Gosherm
Level 8

Re: Cannot play VOD titles in Roku Channel

Danny, thanks for helping me dig into this. Here is the info that you requested:

-Roku device model: 4660X - Roku Ultra
-Serial number: YJ00GC0676652
-Device ID: CK391C067652
-Software OS/version: 9.4.0 build 4210-46
-Channel & version/build: The Roku Channel 4.2 build 3

-Specific titles & Tracker IDs:

1. Alias, s01e01 / 58-178-914 (does not play)

2. Troy / 52-178-916 (does not play)

3. NBC News NOW / 52-178-918 (plays ok)

-Steps to reproduce:

1. Open Roku Channel

2. Browse to a title to play

3. Select title (get taken to title details page)

4. Click OK button on remote to select Play option on screen

5. Weep uncontrollably

6. Swear to never cut onions with a dull knife again. Just like the last 10 times. Smiley Wink

Seriously, it's not a life or death matter, not gonna get upset while getting this all sorted out. Thank you again for your ongoing help with this!

Matthew

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RokuDanny-R
Roku Employee
Roku Employee

Re: Cannot play VOD titles in Roku Channel

@Gosherm

Thanks for the follow up and providing us with the information that we have requested.

I have passed the information along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Gosherm
Level 8

Re: Cannot play VOD titles in Roku Channel

Thanks, Danny. I really appreciate it!

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