Channels & viewing

[demoana]

I have the 3960rw roku device and I can't get either channel  to show up.  I have tried adding Disney Plus via the website and it doesn't add it but says it did, nor do the buttons for Disney Plus and Amazon Prime on the remote work, there's just a beep sound.

[renojim]

Where are you located?  Not all apps are supported in all countries/regions.

[demoana]

I am located in the US

[renojim]

Did you move from out of this country or set up your Roku account while in another country?  This can happen if the Roku account isn't associated with the US for some reason.

[demoana]

I had my VPN on when I made my account on my PC, is there a way to fix it?

[RokuERey]

Hi @demoana,

We appreciate you for reaching us here. Also, I just wanted to add with @renojim that using a VPN can lead to playback issues or content not being accessible due to geolocation restrictions. Content providers frequently update security measures to prevent unauthorized viewing, and recent changes may be impacting your VPN's functionality. Although this is deliberate, accessing content without the VPN through your standard ISP will resolve the issue.

You also might need to create a Roku account that is supported by region.

Thanks,
Rey

[renojim · Accepted solution]

I was going to mention VPNs and I thought, "nah, that couldn't be it".  🙂

The only way to fix it is to start over.  Close the account you created, create a new one with nothing that could mask your true location, factory reset your device, and link it to the new account.  VPNs aren't supported and can really mess things up.  You should use a different browser, a private/incognito browser window, and/or clear your browser cookies to ensure nothing stored from Roku sites can interfere with the new account creation.

How to close your Roku® account | Official Roku Support

How do I factory reset my Roku® streaming device? | Official Roku Support