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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wolfkden
Level 8

Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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I had a Roku app update 02/02/2021 on my 2020 TCL series 5 65" TV, playback problems occurring ever since. YouTube basic app works fine but Netflix, Amazon and Roku app video playback does not work since app update. The Hulu app crashes, Netflix responds "We're having trouble playing this title right now...", Amazon and Roku respond similarly. The Netflix diagnostic passes except the bandwith test hangs with a rolling red icon. I am using a a 10 giga-ethernet connection.  My download bandwidth  successfully tests above 100mbs and upload 10mbs.

I have a high speed business connection and with all modems and routers tested today and yesterday.

I can play netflix from my phone and amazon from my laptop over 5G wiFi to the TCL screen via chromecast. Chomecast works over WiFi but Roku not working over ethernet on the same TCL TV.

Please help!!

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1 Solution

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wolfkden
Level 8

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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settings->system->reset does the fix, no reinstall necessary, thanks

View solution in original post

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9 REPLIES 9\
wolfkden
Level 8

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Netflix App completes test successfully with 100mbs bandwidth. 

Same playback error occurs!!

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StreamerUser
Community Streaming Expert

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Have you restarted the TV?

StreamerUser
Roku Community Streaming Expert

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wolfkden
Level 8

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Everything has been restarted, modems/routers/TV. I have also followed through diagnostics with internet provider. I have a business provider so I get better support/analysis.

Also the diagnostics are all green with exceptional bandwidth on the Netflix App/TCL Roku suite.

 

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StreamerUser
Community Streaming Expert

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Have you uninstalled the apps, used the restart option (in Settings/System), and then reinstalled the apps?

StreamerUser
Roku Community Streaming Expert

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wolfkden
Level 8

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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settings->system->reset does the fix, no reinstall necessary, thanks

View solution in original post

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4beatbaby
Level 7

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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replying to wolfkden: there is no reset in system.

I tried restart and it had no effect.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Hello @4beatbaby

Thanks for the post.

Could you tell us specifically the issue you're running into? For us to isolate the problem, it would be very helpful if you could answer the following questions. 

  1. What are the channels affected?
  2. Have you done any troubleshooting steps? If so, please let us know.
  3. Do you receive any error code or message?

We'll be able to assist you once we have further details of your concern. Furthermore, you can try the troubleshooting steps available in this Support article: How do I resolve channel playback issues?

We look forward to hearing from you shortly.

All the best,
Kariza

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LB07740
Level 7

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Having similar issues, but cannot find a 'reset' option under System. Under Advanced System Settings I see options for Factory reset, but that seems pretty drastic. 

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atc98092
Community Streaming Expert

Re: Roku, Amazon and Netflix Playback fail since app update 02/02/2021

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Reset is the wrong term. There are two similar functions under the System menu. One is to simply restart the Roku device. That's the same as unplugging the device from power for about 30 seconds. Nothing is deleted, and everything remains as is.

The second is a Factory Reset. DO NOT do this unless it is a last resort. This wipes the Roku and returns it to the same condition as when you first unboxed the device. Everything has to be set up again, including entering any login credentials needed by a channel.

There are times a factory reset is the best thing to do. Sometimes a channel becomes corrupted, and the only way to completely clear it is a reset. Note that it does not return to the version of the operating system that was shipped on the device. You will still have whatever OS version you have now. You have to link it back to your Roku user account, same as when it was new. It's time consuming, but at times it's necessary. At least you get all the same channels installed automatically, you don't have to go back and add in the channels you have now. 

One more caveat about a factory reset. If you currently have a channel that is no longer available in the channel store (YouTube TV or Spectrum Cable are two examples), in theory those channels should automatically be added back in. But there's a chance they won't, and if they don't there's no way to get them back, period. 

Dan

Roku Community Streaming Expert

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