Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.
Does this clear up the issue you are seeing? Please keep us posted what you find out.
If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
I've only noticed it on Spotify. Initially the Spotify logo would come up and it would immediately go back to the home screen. This started when 10.5 was released but my device hadn't had an update since June and said it was up to date. Eventually I got 10.5 and since then, the Spotify logo comes up and then it goes to a black screen and stays there.
I have no updated to provide this time. If other channels are working correctly, and you only experience this issue on the Spotify channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.
Thanks for reaching out regarding the playback issue you are experiencing.
Thanks for reaching out regarding the issue you are experiencing. Which streaming channels are you experiencing this issue on? How long has the issue been occurring?
We also recommend making sure that you get the latest channel version by checking for a channel update using your * button on the channel tile, or going to Settings for a System Update there. Then, restart your player.
You may also refer to this link: How do I resolve channel playback issues?
Keep us posted and we'll continue assisting from there if needed.