Channels & viewing

[TVwatcherToo]

None of the programs on Roku Channel that I have tried will play and I have tried several, same story for all of them, press play and nothing happens, no errors, just stays on the program menu screen.  Same problen that has been described in the previous thread that was closed,.  Spectrum channel plays with no problem.

[vvotary]

I have the same issue. Have tried two different accounts on a stick and 2 mobile iPhones on different providers with the same result, nothing plays.

[RokuJechealR]

Hi @TVwatcherToo, @vvotary,

Thanks for reaching out to us here in the Roku Community!

We understand that you are having problems streaming on the Roku Channel. Have you tried restarting your Roku device to see if it helps? We recommend doing this from the Settings menu by navigating to Settings > System > Power > System restart. (If you do not see the Power submenu, skip to the next step.)

Please keep us posted on how it works, and we'll be able to assist you from there.

All the best,
Chel

[TVwatcherToo]

My Roku has been restarted several times, and I've restarted it again using system settings with no change.  Roku Channel will not play shows when selected, other channels play just fine.

[RokuCarly]

Thank you for clarifying, @TVwatcherToo!

In this instance, we will communicate this to the relevant team for further review. We will determine why can't you access The Roku Channel and find you the best resolution possible.

With this being said, kindly provide us with the following details:

• Roku device model, serial number, device ID, and OS 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)

We'll be anticipating your response as we are more than eager to help you get back on streaming. 

Best regards,
Carly

[TVwatcherToo]

All this information was previously provided earlier in this topic and directly by email.

[RokuJanadeeK]

Thanks for the response, @TVwatcherToo.

As per checking, the last information you provided was from the month of October. Please be aware that the information our team needs is the latest details for your affected device. Also, we have seen that your device is still on the 12.0 build version. Have you tried updating your software to see if there will be changes to the issue? Follow the instructions below to manually check for software and app updates:

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Software Update.
5. Select Check Now to manually check for updates.

Please keep us posted on what you find out.

Regards,
Janadee

[TVwatcherToo]

Software was updated in early November to version 12.5.0 Build 4178 and says it's still current.  The update had no effect on the problem.

[RokuJanadeeK]

Thank you for confirming. @TVwatcherToo.

We have checked previous conversations, and you haven't provided the following details: We really need these to complete the information needed by our team:

• ISP
• IP address (whatismyisp.com)
• Latest Tracker ID (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).

Thanks,
Janadee

[vvotary]

Model 3810X

Serial YH005J667725 (C13835667725)

Software version 12.5.0 build 4178-50

GC version 10.4.45

timestamp 2023-12-25T20:37:41Z

issue ID 25-516-757