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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Daj
Level 8

The spotify app doesn't play videos

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I'm trying to watch but only the audio is going thru

1 Solution

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RokuMary-F
Roku Employee
Roku Employee

Re: The spotify app doesn't play videos

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Hi @Killjoy,

Thanks for the post.

If the issue is only with the channel alone, this is a good indication that there likely an issue within that specific channel that will need to be addressed with an update from the channel publisher. Channels on Roku are created and maintained by each channel publisher. In this case, you'll want to reach out to that channel publisher directly to share your feedback. 
You can reach Spotify support here: https://support.spotify.com/us/article/how-can-i-contact-spotify/

Thanks,

Mary

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smooths
Level 8

Re: The spotify app doesn't play videos

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same here. just got my roku tv. only plays audio. also tested it with JRE. 

RokuDanny-R
Roku Employee
Roku Employee

Re: The spotify app doesn't play videos

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@Daj @smooths 

Thanks for the post.

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? Please keep us posted.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Daj
Level 8

Re: The spotify app doesn't play videos

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Yeah I tried that and it didn't work. It still doesn't work

RokuDanny-R
Roku Employee
Roku Employee

Re: The spotify app doesn't play videos

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@Daj 

Thanks for the update.

If you are unable to resolve the issue, can you please provide us the following information:
-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 was have that information we will be able to pass it along to the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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smooths
Level 8

Re: The spotify app doesn't play videos

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same here Smiley Sad   maybe its just jre?

Daj
Level 8

Re: The spotify app doesn't play videos

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@RokuDanny-R

Roku tv- c112x

Tcl model- 43S525

Serial number- X0010012R8F3

Software version- 9.3.0 build 4194- 93

Device id- S043F012R8F3

Spotify version 2.7 build 16

Tracker id- F3- 448- 710

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Daj
Level 8

Re: The spotify app doesn't play videos

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@RokuDanny-R 

Just updated the software version to 9.4.0 build 4187-93 and nothing has changed

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RokuDanny-R
Roku Employee
Roku Employee

Re: The spotify app doesn't play videos

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@Daj 

Thanks for providing us with your information.

I have passed along your information to the appropriate team to investigate further.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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smooths
Level 8

Re: The spotify app doesn't play videos

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any solution yet?