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.
The funny part about this all is I finally got an email response from Paramount + ro my problem inquiry and it contained no answers or fixes, but just more questions. I figured out how to fix my issue two weeks ago!
I see a lot of people have had this issue in the past. I am having it now. I have restarted my Roku, restarted my router, deleted the app (I had to cancel my subscription in order to delete the app) then restarted my roku then reinstalled and I am still getting "Unfortunately, an error occurred during playback. Please try again". Even stranger, is why I try to watch it on my phone, I get a "Fatal Error" message that says "Sorry, but due to licensing restrictions, this video isn't available in your location". I live in New York City... I tried to reach out to Paramount but the wait times on the phone were too long and I sent and email but they said due to high email volumes they will not respond. Anyone know how to fix this?? I need to watch drag race...
"Thanks for contacting Paramount+. Your feedback is very important to us, and we read every message we receive. Please be aware that due to a high volume of email, we're unable to provide a response, but do appreciate you taking the time to contact us."
Can you please specify the issue you are experiencing? - When watching the Bills/Chiefs game, an overlay would display saying there was a playback error. Most times pressing OK and relaunching the game would start the stream again. As the game was getting closer to the end it happened more frequently. I probably had it happen ~7 times.
What are the steps to reproduce the issue? - This is not an easily reproducible issue for me. I have had Paramount+ for two months, have watched ad-less movies, AVOD content and live NFL games during that time and have never seen it before Sunday. You may want to monitor the AFC Championship game between the Chiefs and Bengals this Sunday at 3pm EST.
When are you seeing this error? - I have only experienced this during the second half of the Bills/Chiefs game on Jan 23, 2022. I have been told by someone else that they experienced something similar after watching AVOD content for a couple of hours.
Again, like I said in my previous post...when I queried the Streambar Pro, the following error was provided:<error cat_code="9" category="mediaerror" verbose="buffer:loop:demux:Errors seen on all bitrates"/>
We would always first recommend removing the channel, restarting the Roku device, then adding the channel back again to see if that resolves the issue. Please be aware that if you subscribed to the channel through Roku Pay, you will need to cancel the subscription prior to removing the channel.
If you are still unable to resolve the issue, can you please provide the serial number of your Roku device from Settings>System>About? Once we have this information, we will be able to pass it along to the appropriate team to investigate further.
ROKU TV C135X TCL Model 43S421 SN: X00000WA9YFE Roku Software version: 10.5.0 build 4210-93 Paramount+ App Version: 6.3.202111292
No Ad blocker on DCL Modem or Router No secondary Paramount+ Account Have factory reset ROKU TV now twice (no change) Have deleted Paramount+ app twice (no change) Did all the recommended steps in the "solution" twice (no change)
Issue: When viewing anything on Paramount+ it starts with "1 of 2 Ads". With 7 seconds remaining (which as it turns out is when it would switch to the CBS logo ad) it freezes, and eventually a message pops up that there is a problem connecting to the server or something. It didn't do this until recently.
Note: This does NOT occur with my ROKU Stick that has older versions of both software: ROKU Software: 10.0.0 Build 4195-24 Paramount+ software: 5.2.20210421