Channels & viewing

[mb-mb-mb]

Hi,

On the Roku Premiere, yesterday Youtube and AZ Prime stopped loading.

Also several other apps will not load. A restart would not fix the problem.

Using the paperclip in the reset hole would cause the Roku to reboot,

and some apps like Netflix and Pluto would still work. 

I figured maybe the memory was full and deleting some apps might help.

But it freezes on 'remove channel' popup, requiring another paperclip reset.

I know why the YTube app doesn't work, but not the other ones. 

Thanks,

mb

[RokuKariza-D]

Hello @mb-mb-mb

Thanks for bringing this to our attention.

When you say that several apps like Amazon Prime Video and YouTube won't load, does it revert back to the home screen?

Moreover, if any or all channels aren't loading, it is likely from a failed automatic update. Customers have reported doing the following to resolve their issue: 

• Go to Settings > System > System update > Check Now
• The device should then proceed to hang/freeze and reboot. Immediately do the above again, and the update should apply. After it finishes, back out once then: Settings > System > Power > System restart
• The device should do the long restart with a red screen then go to your Home screen. You should then be able to load and watch channels as usual.

Please let us know if there's any difference after.

All the best,
Kariza

[RokuMary-F]

Hi @Selftalker1 @johnmenke,

We appreciate your patience regarding this matter and for letting us know all that you've done.

If you are experiencing problems with any or all apps not loading, it is likely from a failed automatic update. Customers have reported doing the following to resolve their issue: 

• Go to Settings > System > System update > Check Now
• The device should then proceed to hang/freeze and reboot. Immediately do the above again, and the update should apply. After it finishes, back out once then: Settings > System > Power > System restart
• The device should do the long restart with a red screen then go to your Home screen. You should then be able to load and watch channels as usual.

If you are still experiencing an issue, we would recommend trying to perform a factory reset on your Roku device. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

I hope this helps! I'll be here if you need anything else.

Many thanks,
Mary

[johnmenke]

@RokuMary-F

The above instructions did not quite work as described.  I performed the first System Update attempt, the Roku rebooted, and I immediately tried it again.  It again froze and rebooted. 

However, I attempted yet another System Update, and that time it actually did perform what appeared to have been channel updates.  I performed the restart, and then was able to load channels successfully.

Thanks!

[Scotty96]

I had to do the factory reset. I followed all the steps , the system would not update at all, still had May 25th date. After the factory reset it shows yesterday date as the update and all the apps are loading now.