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dpm1
Reel Rookie

Netflix working, but Prime, SlingTV, etc don't load

Netflix seems to load fine, but I am not able to load SlingTV and Amazon Prime. I've tried powering the Roku on and off as well as running a System update. Any other ideas?

5 REPLIES 5
DBDukes
Community Streaming Expert

Re: Netflix working, but Prime, SlingTV, etc don't load

@dpm1 

Let's get some information about your system. What's the Roku model number? Settings > System > About

What OS and build are you running? Same page

What is the version of the apps with the issues? Highlight the app, hit the Options button, and get the version and build.

Let's start with that and see where that takes us.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Sdh05
Reel Rookie

Re: Netflix working, but Prime, SlingTV, etc don't load

I am having the same issue. Netflix works but also the other channels say they can’t connect. My internet connection is “excellent,” though and I have done system updates for all the channels, and they haven’t been working for 24+ hours now.

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dpm1
Reel Rookie

Re: Netflix working, but Prime, SlingTV, etc don't load

4670X - Roku Ultra

Software Version: 10.5.0  Build: 4201-46

 

Prime Video: app version 12.0 Build 2021090212

SlingTV: App version 8.11 Build 1669.

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Haterooku
Newbie

Re: Netflix working, but Prime, SlingTV, etc don't load

Netflix Prime and Crave will not play. Youtube works. Roku Channel works. Connection is great. Reset numerous times. 

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DBDukes
Community Streaming Expert

Re: Netflix working, but Prime, SlingTV, etc don't load

@dpm1 

My Sling TV app is also 8.11 build 1669, and my Prime Video app is also 12.0 build 2021090212.

My Roku OS is 10.5.0, build 4201-95

I could be mistaken, but the first four digits of the build are what's important. The digits after the dash are supposed to not matter, and they can vary depending on the device. My Roku Ultra actually died this week after four years of service (model 4660), so I'm on my Streambar. I'm sorry I can't do an exact compare.

Regardless, my Roku running 10.5.0 b4201(-95) and the same Sling TV and Prime Video app versions. That will make this hard to resolve. Now, it may end up resolving itself, but in the meantime, anything we can do to speed that along would be something to try.

There are actually two differences in our setups. One is obvious, and the other not so much. And neither may make a difference, but with a head scratcher like this one, it may be that something unexpected is the issue.

The first obvious difference is that I'm on a different Roku device. You have an Ultra 4670 running the same OS, 10.5.0 but the build has a slightly different number: 4201-46 vs my 4201-95. Again, my understanding is the digits after the dash on the build don't really indicate a difference in code, but is related to the family of devices. Still, that's something that @RokuDanny-R or @RokuKariza-D can address.

The other difference is not so obvious, and I tested it. I bring it up in case others following spotted it and wanted to pursue it. I don't have Netflix. The thought behind this was that one app was causing an issue with another app. So, I added Netflix to my Roku, logged in (family member account), and then I rebooted the Roku. By the way, Netflix 5.1 build 98088456

My test showed everything working. All three apps run just fine for me.

So, what's the difference? Why are you having issues and I'm not? I'm at two schools of thought on this. Perhaps something will trigger in your mind, or perhaps someone reading this may have a thought we can pursue.

There is the difference in the build suffix, your -46 and my -95, which I believe corresponds to the difference in your device (Ultra 4670) and my device (Streambar 9102).

The other difference could be some glitch in your device that happened around the time, or perhaps because of, the update to 10.5. I'm guessing that's when this began, based on others' complaints.

You've restarted the Roku.

I'm not sure if you removed the troublesome apps, rebooted the Roku, and reinstalled the apps (gotta be in that order: remove, followed by reboot, followed by reinstall), but that may be worth a shot. I don't hold out high hopes at this point, but still it's something that should be ruled out.

I hope that @RokuDanny-R or @RokuKariza-D can get some additional information from you and get their team on this.

The problem is that most people don't have the issue. Yes, there are a lot of people posting here about it, but with the huge number of Roku users, it's a very small percentage with the issue. However, the issue is happening, and it needs to be resolved in some way.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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