Channels & viewing

[meb123]

Netflix app hasn’t worked on my roku streaming stick+ for the past two days. I have tried checking for software updates, resetting the device, and resetting my network. Netflix works fine on my cell phone, laptop, and fire stick all on the same network. The only issue is on the streaming stick+. Software version 10.5.0 build 4208

[badhill]

I can log into Netflix and view previews. But, when I attempt to play individual episodes it loads up to 25% and never plays the episode. I have restated my Roku, deleted the Netflix channel, signed in and out and restarted my modem and router to no avail. Not sure if this is a Netflix or Roku issue. 

[RokuKariza-D]

Hi @badhill

Thanks for the post.

Does the issue only occur on Netflix or across other channels installed on your Roku device?

You mentioned that you already tried removing the app. Did you restart your Roku device before re-installing the channel? That step is crucial when performing the 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 > System restart > Restart.

Let us know how it goes!

All the best,
Kariza

[badhill]

Thanks for your reply. The issue is only occurring for Netflix. I tried the suggested order of removing the app, restarting the Roku and re-installing, but that did not work either. I have done the system restart from the settings many multiple times as well. I'm not sure what the issue is here. 

Thanks for your help!

[makaiguy]

When problems are confined to a particular channel, it may be that the channel didn't install properly, that it didn't update correctly, or that the installation has otherwise gotten corrupted. A reinstall may fix the problem, so give it a try.

Remove/reinstall procedure:

1. Highlight channel on home screen.
2. Press * key and choose Remove channel option.
   [Note: If this is a premium channel to which you subscribed through Roku, "Remove channel" will be replaced by "Manage subscriptions". Click this and follow the prompts to unsubscribe from this channel. (Don't worry. You'll still have use of it for the balance of your pre-paid subscription period. You can resubscribe then if you like.) Now the ”Remove channel" menu item will be back and you can remove the channel. ]
3. IMPORTANT- DON'T SKIP:
   Restart the Roku to clear its memory. Depending on your Roku model and Roku version number you'll find "System restart" under Roku menu path Settings > System > Power or under Settings > System'. Without the restart to clear the memory you may not get a clean reinstall.
4. Reinstall the channel. Note it will be added to the END of the channel grid.
5. If channel requires a login, you may need to log in anew.

[meb123]

I have tried that multiple times and it did not fix the issue.

[makaiguy]

@meb123-

Can you be more specific about "does not work" means?

Does it load at all?

When you click on a program choice, what happens?

[meb123]

Netflix loads but when I try to stream a show it just spins at 0%. I have switched to an old fire stick on the same tv for now and it’s working without any issues.

[GoldenGirl]

I have this same issue.  I contacted Netflix support and they said to contact Roku.  Roku says to contact Netflix.  I even factory reset Roku and it didn’t help.   Netflix will get stuck loading programs at 0 or 25%.  Other channels work fine. This is for a Roku 3. 

[RokuKariza-D]

@badhill

Thanks for the reply.

Since you are still unable to play videos 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. 

We appreciate your understanding.

All the best,
Kariza