Channels & viewing

[Emeebree16]

My Spotify is stuck on the opening app page that’s imply says Spotify and sometimes where the Spotify logo is it become a box after a flash of a white page I can hear music for the first 30 seconds and then it is stopped. It is then stick in. Grey page with a box outlined in white. I have not gotten Spotify to work for a couple days now. 

[tnturley]

I am having the same problem, there is no error code or message, the app starts to open and then just freezes. I have tried transferring from my phone to the Roku, and that did not do anything.

[RokuRiamie-D]

Hi @Emeebree16,

Welcome to the Roku Community!

We understand that you're having trouble with the Spotify app on your Roku. It's stuck on the opening screen, and you can only see the Spotify logo. Let us look into this for you.

Before we proceed, we would like to know if this only happened on the Spotify app. To make sure, please check the other channels if it has the same issue. In the meantime, please follow the troubleshooting steps below:

Update the channel:

1. Highlight the app
2. Press the star * button on the Roku remote
3. Select Channel Update

System restart your Roku device

1. Select Settings 
2. Select System
3. Select Power. If you do not see a Power submenu, skip to the next step.
4. Select System restart.

For more help please visit our Roku Support article: Issues playing content on your Roku device

We hope you find this information helpful. Please let us know if the issue persists.

Cheers,
Riamie

[Emeebree16]

I have done all the steps with checking update for Roku and the app itself, deleting and redownloading the app and restarting the tv itself. I have not done a factory reset as I don’t want to have to relog into everything and I really shouldn’t have to do that. This has happened a couple times over the last few months and usually it fixes itself after a couple hours or a day but it was getting more and more common and now it’s not working at all I’ve only had this issue with the Spotify app all my other apps are working fine we use Spotify a lot in my house so as to not watch tv as much. I think there probably needs to be a software fix. 

[Emeebree16]

I have done all the steps with checking update for Roku and the app itself, deleting and redownloading the app and restarting the tv itself. I have not done a factory reset as I don’t want to have to relog into everything and I really shouldn’t have to do that. This has happened a couple times over the last few months and usually it fixes itself after a couple hours or a day but it was getting more and more common and now it’s not working at all I’ve only had this issue with the Spotify app all my other apps are working fine we use Spotify a lot in my house so as to not watch tv as much. I think there probably needs to be a software fix. 

[makaiguy]

Spotify runs here without problems on Rokus ranging from a Streaming Stick 3600 to an Ultra 4800.

When problems are confined to a particular channel, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel may fix the problem, so that is the first thing I would try. This is not a cure-all but at least it will assure you have an intact copy of the channel app's current version.

Remove/reinstall procedure:

1. Highlight channel on home screen.
   
   
2. Press * key on the Roku remote and choose Remove channel option.
   
   [Note: If this channel is one for which you have a paid subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. You can click this and follow the prompts to cancel your subscription and prevent any more payments, but your subscription and channel access will continue until your subscription period runs out. Due to a programming decision by Roku, you will not be able to remove the channel app via the Roku interface until the subscription period runs out.
   
   Instead, try removing the channel via the official Roku remote app on an Android/iOS phone/tablet connected to one of the Rokus on your account. At the bottom of the first screen, click Search and do a search for the installed channel name. On the resulting screen you should get options to Launch the channel on your Roku, or Remove the channel. I've never tried to remove a subscribed-thru-Roku channel (I haven't had one for years, and this may give you an idea of one reason why) but others have reported this works with active subscriptions through Roku.]
   
   This will remove the channel from your Roku account, and thus from ALL Rokus linked to that same Roku account.
   
   
3. IMPORTANT- IF YOU SKIP THIS STEP YOU MAY NOT GET A CLEAN RE-INSTALL:
   Restart the Roku to clear its memory. Depending on your Roku model you'll find the System restart option under Settings > System > Power or if you have no Power option, under Settings > System. Repeat on any additional Rokus linked to this Roku account.
   
   [Note: For Roku TVs (i.e. ones with Roku capability built in) with "Fast TV start" enabled, turning the TV off/on just puts it in/out of a standby state and does not give you a full restart. Use the menu options listed above.]
   
   
4. Reinstall the channel to your Roku account via the Roku Home page Streaming Channels menu option. This will install the channel on all Rokus linked to this Roku account.
   
   

Notes:

• The channel will be added to the END of each Roku's channel grid.
• The Roku on which you performed the reinstall should get the installation immediately. Other Rokus linked to this Roku account may not get the channel until their next automatic update check. You can force an immediate update on any unit via Settings > System > System update.
• If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

[RokuRiamie-D]

Hi @Emeebree16, @tnturley,

Greetings from the Roku Community!

We would like to coordinate this with our Roku-appropriate team. If the issue persists after following the troubleshooting steps provided above by our Community expert @makaiguy, please provide us with the following details.

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• 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)
• Channel build version (highlight the channel, press the start * button of your Roku remote)

Providing these details will help us to further investigate the issue. We look forward to your response.

Cheers,
Riamie

[Emeebree16]

Do you have an email I could send the picture files to. 

[RokuRiamie-D]

Hi @Emeebree16,

Thank you for your response!

You also have the option to send your Roku device information through PM on Roku Community.

To send a PM, kindly select my username, View Profile, and on the right side of the page, select Send this user a private message.

We look forward to your response.

Cheers,
Riamie

[gmherring]

I am having the same problem over the last few days.  I have three different Rokus, all different models.  Same thing, you launch Spotify and it stays on the launch screen.  I have removed, reset, and reloaded on two of my devices  This is absolutely an app issue.  I would say more of a Spotify issue that a Roku issue really.