Channels & viewing

[kai_senter123]

Everytime i go on Youtube or Netflix theres always a black screen .. for youtube when i click on a video its fully black and not playing. On Netflix i click on a show and its sitting there with a buffering screen for hours. Its been like this for 2 weeks now. 

[RokuCarly]

Welcome to the Roku Community, @kai_senter123!

Thanks for letting us know about this. We'd like to suggest some steps to help you troubleshoot the Netflix and YouTube apps to see if this makes any difference.

Kindly follow the steps precisely to refresh the system of the affected apps:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

For reference, here's the support article dedicated to this: How to resolve a channel playback issue

If the issue persists, we highly recommend directly coordinating with the channel providers affected by it, as they manage and provide their own apps on the Roku streaming platform independently.

You may reach them here for further assistance and clarifications: 

• Netflix Support
• Youtube Support

We hope this will be sorted out soon. 

Best regards,
Carly

[pivotal]

this is an issue which seems to hAVE BEEN ONGOING FOR YEARS WITH NO RESOLUTION

[RokuCarly]

Hi, @pivotal.

Greetings from the Roku Community!

Thanks for bringing this to our attention. Rest assured that we'll coordinate this with our relevant team for additional reinforcement and help determine the cause of the playback issue you've experienced within YouTube and Netflix apps. 

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly