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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Lawrence-Dol
Level 7

Most Channels Won't Playback

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We have four Roku devices, two 4630, two 3920. About 3 or 4 weeks ago they all began to have problems with playback on most, but not all, channels. One 4630 is connected via Ethernet, the other via WiFi.

Internet service last changed back in Mar, upgraded to 900 x 30. Local network setup is the same as it's been for years, with all devices => [optional WiFi AP] => dumb-switches => PFSense firewall => cable modem => provider. Internet service is consistently excellent, with low latency, A to A+ for buffer-bloat, and full speed up and down. Internally it's Gigabit cabling, with Wireless N topping out at 300 x 30 to the Internet. The two 3920 boxes do not show the WiFi N network, though they claim to have b/g/n support (the access point is a Unify b/g/n/ac AP).

Tubi, Pandora, and Amazon Music work perfectly.

Netflix works most of the time, but has intermittently failed with error code NW-2-5. For a few days it worked on Ethernet but not WiFi (the only service to exhibit this symptom). When it works, it's excellent -- very fast to buffer and immediately high quality.

YouTube And Amazon Video load the channel, but both won't play content -- they time out and report a bland "something went wrong" error. YouTube offers to submit an error report, but that also fails after a few minutes.

Hulu, and Disney+ won't load the channel.

Crackle loads the channel, starts a stream, plays the ads, and then times out on the actual content.

I must stress, only the Roku boxes fail. The same services work perfectly well on all computers, laptops, and phones (about a dozen devices), using a mix of wired and wireless.

I've tried disabling all firewall rules except blocking internal connections from the Internet. I've enabled logging for all firewall block rules. I've tried Google DNS as well as my usual OpenDNS Family DNS. I've tried rebooting the Rokus numerous times. I've tried resetting to factory defaults. I've tried deleting and re-adding channels. I've even analyzed traffic dumps taken while starting streams using WireShark (there is an unexpectedly high number of packets rejected due to TTL expiry).

Netflix, when it fails, offers detailed network setup -- I've noticed that it reports that Google DNS servers are added after my firewall's DNS. But the firewall routes all DNS requests to its DNS server anyway (though, obviously, I've tried disabling that, as well as using Google DNS).

I'm at a total loss -- any suggestions would be welcome.

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Lawrence-Dol
Level 7

Re: Most Channels Won't Playback

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I was able to pin this down to my WAN interface MTU being set to 1400. Once clearing that setting all channels stream successfully again (and I am able to switch it back and forth to replicate the problem with 100% consistency).

The first theory I tested was to limit my LAN interface MTU to 1000, which also fixed the problem, which then signalled me to check the MTU on the WAN interface. In analyzing the streams I am able to locate packets sized between 1400 and 1450 bytes marked Do-Not-Fragment.

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Lawrence-Dol
Level 7

Re: Most Channels Won't Playback

Jump to solution

I was able to pin this down to my WAN interface MTU being set to 1400. Once clearing that setting all channels stream successfully again (and I am able to switch it back and forth to replicate the problem with 100% consistency).

The first theory I tested was to limit my LAN interface MTU to 1000, which also fixed the problem, which then signalled me to check the MTU on the WAN interface. In analyzing the streams I am able to locate packets sized between 1400 and 1450 bytes marked Do-Not-Fragment.

View solution in original post

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