Channels & viewing

[RokuCarly]

We appreciate your first post here in the Roku Community, @Buckhunter!

Rest assured that we'll help you find the best resolution for your streaming issues within The Roku Channel.

Before we proceed, have you tried the troubleshooting steps of:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

If so and the issue persists, kindly provide us with the following details requested above post as well as a 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).

Your update is highly anticipated.

Best regards,
Carly

[dhvdrtv]

This is my first time using ROKU. I bought a "Philips 75" 4K Ultra HD (2160p) Roku Smart LED TV, HDR10 (75PUL6643/F6)"

When I click to play a show on Roku Channel, it does not play, it just hides everything and show the thumbnail.

When I click on a Live channel, it shows black screen and a loading circle

I have tried

-Update the Roku Apps.

-Remove and Re-add Roku channel, update Roku Channel.

- Settings>System>Power>System Reset.
-Factory reset

-Restart Wifi Modem

Nothing has worked.

The other channels such as Youtube, Netflix, Disney Plus are working fine. Please help.

These are the track ID. 1 for Roku Channel Live, 1 for a Roku Channel shows, and 1 for Cartoon Network

[renojim]

@dhvdrtv, where are you located and are you using a VPN?

[dhvdrtv]

Thanks for your reply. I am located in Canada.

I am not using any VPN app for my modem or the TV, the TV comes with Roku built-in. TV is connected to Wifi

I am using a VPN app only on my computer which is using ethernet cable.

[renojim]

@dhvdrtv, this often happens when the Roku account isn't associated with Canada.  If you search the "Streaming Store" on your TV for Crave (an app that's available in Canada, but not the US) does it show up?  If it doesn't, there's probably an issue with your Roku account.  Since you mentioned using a VPN on your computer, it's quite possible that if you set up your Roku account on that computer you ended up with a Roku account that's not associated with Canada.

[Tfaileaso03]

My live TV and Roku channel is not working as well on all my TVs  I have tried rebooting, factory reset, unplugging modem they are all Roku TVs with it built in to the TV 

[dhvdrtv]

@renojim I found Crave, but it says Currently Unavailable. It seems you are right.

What is your recommendation? Should I create a new Roku Account? Do I need a new email for this?

[renojim]

@dhvdrtv, I don't think you need a new email address as long as you close the current Roku account tied to the email address.  When you create the new account at https://my.roku.com make sure you're not using a VPN or anything that could mask your true location.  You can use something like https://www.iplocation.net/ to show what your location appears to be.  You may also want to clear you browser cookies or use a private/incognito browser window to ensure no saved data will interfere with the process.  You'll have to factory reset your TV to link it to the new account.

How to close your Roku® account | Official Roku Support

How to factory reset your Roku® streaming device | Official Roku Support

[dhvdrtv1]

Hi @renojim,

I read your advice. I recall creating the US account when I visited my sister. I deleted my Roku account and recreated it in Canada where I am living.

The Roku Channel is working now. Thank you so much for your help.