Channels & viewing

[Kerensa]

We are unable to get a number of channels to play, or in some cases even login. Amazon Prime, Now, Disney and Iplayer login to the home screen but no programs will play. Channel 4 won't even login. Channel 5 and Netflix are working. There looks to have been an update on 5th April so wondering if this has caused a problem. I have turned off and on, done the restart from settings and done a factory reset but they are still not working.

Anyone else with this problem or know how to fix it?? I've gone round in circles on the roku website and found nothing useful and now realise there is no customer support either!

Very frustrating!!

[Anonymous]

Hi @Lollylmh

Thank you for the post!

If you're having trouble playing content on certain channels on your Roku device, here are some steps you can try to troubleshoot the issue:

• Check your network connection: Make sure your Roku device is connected to the internet and that your network connection is stable. Try restarting your router and modem to see if that resolves the issue.
• Update your Roku device: Make sure your Roku device is running the latest software version. Go to Settings > System > System update to check for updates and install any available updates.
• Uninstall and reinstall the affected channels: Remove the channels that are not playing properly from your Roku device, restart your device, and then reinstall the channels from the Roku Channel Store. Removing the affected channel and then re-installing it may help. Restart your device before re-adding the channel back in to ensure the process is successful. We recommend doing this through the Settings menu by navigating to Settings > System > Power (If there is no Power submenu, proceed to the next step.) > System restart.
• Clear cache and data: Go to Settings > System > Advanced system settings > Network connection reset > Clear cache and then Clear data.

Contact the channel provider: If none of the above steps resolve the issue, contact the channel provider for further assistance. They may be experiencing technical difficulties or may be able to provide additional troubleshooting steps.


Warm Regards,
Lianna

[Wulldoc]

Hi I’m having the same issue, tried all the resets and adding Chanel’s again, software updates for channels and Roku, still can’t get to play programs 

[RokuDanny-R]

Greetings @Wulldoc 

Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing.

We would be more than happy to look further into the issue, but we will need more information. 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. We look forward to hearing back from you.

Thanks,

Danny