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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OneAfterAnother
Level 8

Pluto tv plays fine then just goes blank

Hey. Firstly, I have fantastic fiber internet. We have 2 Roku Ultra's, both ethernet connected. When I do Roku speed tests I get 91 MBPS. All apps work fine. I hardly ever watch pluto TV but just today I had it on the 24/7 carson channel and just left it playing. (My Roku's have the bandwidth saver turned OFF). After about 45 minutes (give or take) the show just goes blank......It can be mid-show or during a commercial. It doesn't happen when it's transitioning from show to commercial. It just randomly goes blank and it will stay blank forever until I start it back... So I thought I'd try it using the actual TV app itself instead of the Roku (in my case Vizio) which is wi-fi connected (not ethernet) and it's not happening, it just stays playing. I've checked Roku for updates, restarted it, etc.

22 Replies
OneAfterAnother
Level 8

Re: Pluto tv plays fine then just goes blank

Again today........same same same

On Roku Ultra - pluto goes blank after 38 to 40 minutes. It's the same amount of time every time it just goes blank and I touch nothing. I switch over to the Vizio pluto app instead of Roku - the same channel. Just keeps playing perfectly fine for hours. I don't have bandwidth saver enabled. I disabled that a long time ago. Speed test shows 91 Mbps. in the other room, on the Roku ultra, this doesn't happen. All the other apps work flawlessly and I haven't noticed any issues other than this. I mean, it's not a huge deal since I can just use the Vizio app, but it bugs me because I hate navigating through Vizio apps. Everything on my Roku is up to date......I rebooted it.....Not sure what else to try I've checked every setting in Roku that I can possibly think of.

RokuDanny-R
Roku Employee
Roku Employee

Re: Pluto tv plays fine then just goes blank

@OneAfterAnother 

Thanks for the posts.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Badaboy
Level 7

Re: Pluto tv plays fine then just goes blank

I have exactly the same issue as OP, same Roku Ultra device. Uninstalling --> Restarting Roku --> Reinstalling does not resolve issue in my case. Almost unfailingly, if not engaging with the remote for 30 to 40 min, Pluto TV just goes dark until I interact again with the remote. I only experience this issue with this particular app.

OneAfterAnother
Level 8

Re: Pluto tv plays fine then just goes blank

Nope - unintalling pluto tv from Roku, reinstalling doesn't help. Restarting/updating Roku says all apps are up to date. It's like a timer almost....right at 35 to 40 min's - poof, just goes blank.....no pic/sound. I should add that the Roku in the other room (also an ultra), in a previous message, I stated this did not happen on that Roku. I was wrong. I was told it didn't happen by someone using it but they never stay on a channel long enough at one time for it to happen to them. We tested it and it happened on that one as well.

RokuDanny-R
Roku Employee
Roku Employee

Re: Pluto tv plays fine then just goes blank

@Badaboy @OneAfterAnother 

Thanks for the posts.

Can you please provide more information about the issue you are experiencing:
-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)
-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)

Once we have this information we will be able to pass it along to the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
OneAfterAnother
Level 8

Re: Pluto tv plays fine then just goes blank

Ok thank you so much

Roku settings

Model 4670RW - Roku Ultra

Serial YJ001H121761

Device ID KX9991121761

Software OS version 9.4.0 - Build 4174-46

Pluto Channel Version is 5.7 - Build 7

I hope I understood correctly about what channel version?

As far as the tracker ID, I'll follow instructions to get tracker ID when the issue occurs. I just started it so when it happens, I'll do that and come back to post info.

OneAfterAnother
Level 8

Re: Pluto tv plays fine then just goes blank

OK, like clockwork just happened again, this time it was a little more than 40 min's

Tracking ID is : 61-429-008

Rebecca1024
Level 8

Re: Pluto tv plays fine then just goes blank

I just wanted to chime in that I'm having the exact same problem as the other two posters.  It seems like it started a couple of weeks ago.  Pluto tv will play fine for about 30 minutes, and then go to a blank screen, often in the middle of a show.  It does it unfailingly.  I've uninstalled it, restarted Roku, and reinstalled it, to no avail.  I've quit watching Pluto tv because it's so irritating.

I have a Roku Streaming Stick (3500X) that is updated.  I hope RokuDanny-R can figure out what's going on.

RokuDanny-R
Roku Employee
Roku Employee

Re: Pluto tv plays fine then just goes blank

@Rebecca1024 

Thanks for the post.

Can you please provide more information about the issue you are experiencing:
-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)
-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)


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos