Channels & viewing

[RokuMary-F]

Hi @Nursinggirl84,

Thanks for your first post in the Roku Community!

We appreciate you for reaching us and we would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

1. When did this issue first start occurring?
2. Which streaming channels are you experiencing this issue on?
3. Does the issue only occur on a specific channel or all channels on your Roku device?
4. if the issue only happens on one channel, remove the channel that you are experiencing the issue with from the Roku home screen. Then, disconnect your device from power for a minute. Plug it back in, then try to add the channel back once more and see if this clears up the issue.
5. What troubleshooting steps have you taken so far to try to resolve the issue?

With more detailed information, we will be able to assist you further.


Best regards,
Mary

[DaleF]

im still seeing this message even after a update, Prime video could not be run because it could not be reinstalled from the network , tried a network test and it says excellent

[DaleF]

i just bought and set up my Roku and only have a subscription for Prime video and it wont open ,say it it could not run and could not be reinstalled 

[renojim]

@DaleF, can you connect to an alternate network like your phone's hotspot to see if the app can be installed?

[NewUser23]

Getting an error message when trying to "Add Channels" on new Roku Ultra. Can not connect.. app has expired. Cleared caches, rebooted modem and Roku, checked for new updates. Channels can be added through Roku app on phone, they appear on Roku menue on TV. 

[RokuEuniceL]

Hi @NewUser23,

Greetings from the Roku Community!

We'll be glad to assist you with your problem adding channels to your Roku device. Are you currently connected to the internet? If yes, but the issue persists, do you have cellular data so we can try connecting your device to your hotspot?

We'll be waiting for your response.

Kind regards,

Eunice

[willeybrown]

I am still having this issue. I've rebooted, reset, tried wireless and wired connections, reboot router, removed/installed channels, etc, etc, etc.

Can you please fix this without giving the run around? You onviously pushed changes to my device because the home screen is different. So roll it back, fix it, whatever you need to do - because I sure as **bleep** didn't break anything.

'

[RokuCarly]

A warm welcome here in the Roku Community, @willeybrown!

We appreciate you reaching out for support. We'd be more than happy to assist you with this.

In this instance, could you please try to connect your device to an alternative network for us to see if the issue doesn't affect your current network? Perhaps a mobile hotspot would do. 

Please let us know how it goes and we'll continue assisting you from there. 

Best regards,
Carly

[willeybrown]

I asked you not to give me the run around. And what do you do?

Stop blaming the problem on me. Explain to me why half of my channels work, and half do not? Explain to me how that is a network issue on my end.

Please just fix this.

[RokuERey]

@willeybrown,

We hear you! There might be congestion that might affect this issue you're experiencing and certain channels. You can give it a try by using a mobile hotspot or any alternative network to see if that makes a difference. But if the issue persists, get back here and share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Channels affected by this issue.

We'll look forward to hearing back from you.

Thanks,
Rey