Channels & viewing

[Mastergeek]

I am having the same issue today on my Philips 50" Roku TV.

I have tried every troubleshooting step on the Roku website at least 10 times with no success.

Today, I did the steps below: Removed the Roku Channel App, did a power system restart in the menu, waited for the TV to finish powering on, Installed the Roku Channel App, checked the version update with the * button. I also went into the system menu and checked the version of the OS software - it is up to date as well.

Issue report tracker

Model: G407X - Roku TV

Serial number: X012004MGN29 (S0UU334MGN29)

Software version: 14.0.4 - build 12221-F6

GC version: 12.8.19

Timestamp: 2024-12-25T20:19:08Z

Issue ID 29-518-179

I can play content on all the other apps with no problems. The Roku app shows me the available content, allows me to choose the content, as soon as the content request goes out to your company, the screen shows a rotating circle or the startup background for the specific content piece, then ceases to perform any further.

This leads me to believe the initiation process for starting the content stream has a failure in its checks somewhere. I'm guessing here, but it might be a geofencing check, a security check / certificate check. I cannot determine where the exact problem lies because I don't have system level access to your servers and services.

I contacted your online support service previously and was told to do the system factory reset process several times until I gave up and shut off the online chat function.

Is there any way you can resolve this? It has been going on for months for me and years for others in this forum.

[RokuRiamie-D]

Hi @Mastergeek,

Welcome to the Roku Community!

We understand that when you play specific content on the Roku channel, it only shows a rotating circle or loading. We would like to investigate this issue further.

To further assist you with this, could you please tell us the specific title of the movie or content that you're having an issue with? 

In the meantime, we suggest you try the following:

1. Try to play other content inside the Roku channel and see if the same issue occurs.
2. Check your Roku device's internet connection
3. Restart your Roku device by going through Settings > Select System > Select Power. If you do not see a Power submenu, skip to the next step > Select System restart.

Please keep us posted.

Cheers,
Riamie