Forum Discussion

skip2922's avatar
skip2922
Reel Rookie
3 years ago

Cbs app says " we're sorry, an error occurred" when i try to stream a show.

My CBS app says " we're sorry, an error occurred" when I try to stream a show. I've tried Uninstalling cbs and re installed it, same issue. Trying to contact someone at roku or cbs is like trying to ...
RokuKarla's avatar
RokuKarla
Retired Moderator
3 years ago

Hello skip2922

Thanks for posting here in the Community.

In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

For detailed instructions, refer to this Support link: How to resolve a channel playback issue 

Let us know how it goes!


Regards,
Karla

  • skip2922's avatar
    skip2922
    Reel Rookie
    3 years ago

    I did this and still have the same problem. I did a factory reset, which is a pain as I obviously had to redo everything, but I still have the same issue. It is only with the cbs app.

    • jstonb65's avatar
      jstonb65
      Newbie
      3 years ago

      The CBS app hasn't been working for weeks, and it was spotty before.  Removing/restarting/adding doesn't work.  I'm convinced they are trying to make people get Paramount+. 

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        jstonb65

        Thanks for the post.

        If you are unable to resolve the issue, can you please provide us the following information:

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • does this issue occur on a specific channel? if so, 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 and provide us with this ID)
        • steps to reproduce the issue you are seeing 

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


        Thanks,
        Danny

    • RokuKarla's avatar
      RokuKarla
      Retired Moderator
      3 years ago

      @skip2922

      Appreciate your response.

      If the issue persists from one channel after attempting the suggestions above, videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help.

      Channels on Roku are maintained by the channel developer themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

      You can reach them here 

      Regards,
      Karla

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        3 years ago

        skip2922-

        I have not used the CBS app in a long time but I tried it tonight to see if I experienced your problem.

        I can't get the CBS app to load here at all.  It tries to load then just returns to the Roku home page channel grid. Remove/Restart/Reload has made no difference, which should indicate I have a clean install of the latest version.  I have CBS Version 7.7, build 20220928.

        I received Roku OS version 11.5 just yesterday. It may be that CBS needs to update their app to be compatible with Roku 11.5.

  • tekola's avatar
    tekola
    Reel Rookie
    3 years ago

    No solution to this problem. 

    App starts, but trying to stream live gets "we're sorry, an error occured."

    Only in CBS app.  Every channel and stream in CBS app.

    Menus work, but no videos work.  CBS NEWS "we're sorry, an error occured."

    Installed, uninstalled, restarted.  Disconnected cables reinstalled.  Absolutely nothing will get CBS working.

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      3 years ago

      Hey tekola

      Thanks for the post.

      Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

      Let us know if there's any difference after.


      All the best,
      Kariza

      • MrsMurphy's avatar
        MrsMurphy
        Newbie
        3 years ago

        I am having this same issue.  Constantly have to sign out and sign back in.  I have removed both CBS and Paramount+ channels (logging out of my account before doing so.).  I restarted Roku.  Reinstalled the apps.  Logged back in with my account (I have a TV provider and a Paramount+ account).  Works initially and then the next time I try to use the app/channel it gives me "We have encountered an error.  Please try again later".  No other streaming services or networks have this issue (NBC, Peacock, ABC, Prime Video, etc.) - only the CBS apps/channels.  Please fix this!