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

Channel can't authenticate my Roku device

I recently added the TNT channel to my Roku device. When I try to open the channel, I get a box that says. "Sorry, but we were unable to authenticate your device and can't continue." Can anyone advise me on how to solve this problem?

For further consideration, I am aware the TNT channel requires a cable or satellite subscription. I am currently a Verizon subscriber and have a channel package that includes TNT. My Roku HD Model 2500X device is connected to my FIOS account by wireless connection. Roku software version is 9.1.0, build 5006-03. There are no third-party apps or device controlling the Roku device, just the remote that came with the device. 

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Community Streaming Expert

Re: Channel can't authenticate my Roku device

It's possible that the error message is erroneous and your Roku is just too old.  That model stopped receiving any kind of updates, so it may be time for an upgrade. 

I'm honestly not sure if the remove/restart/add procedure would work since it's not getting updates, but you can try it:  remove the channel (highlight it on the Home Screen and press the * button), restart/reboot your Roku (don't skip this step; unplug the power for a few seconds or find the option in Settings->System), add the channel back from Streaming Channels or via the website.

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Level 7

Re: Channel can't authenticate my Roku device

I’m getting that “can’t authenticate your device” message on all of my streaming channels. Cable is fine. My Roku TV is only a couple of years old. It was allowing me access as recently as November 2021. My internet connection came unplugged, but it’s plugged in now. I have Wi-Fi for all of my other devices. I can watch my streaming channels through apps on my iPad and iPhone. All Roku services are not loading or available. 

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Roku Employee
Roku Employee

Re: Channel can't authenticate my Roku device


Thanks for the post.

Have you tried reconnecting your Roku TV to your wireless network, as well as checking the connection? Its possible that the network connect was lost especially if all of your channels are unable to played.

Please keep us posted what you find out.


Danny R.
Roku Forum Moderator
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