Channels & viewing

[M_landry]

Model: 4802RW Roku Ultra

Serial : X010004TMGDL

Software: 12.5.0 - build 4178-C2

Device ID: S0DC237TMGDL

Problem: When I go to YouTube channel after few seconds, screen goes gray. Hit any key & comes back on few seconds, then goes gray again.

Updated Roku, uninstalled & reinstalled YouTube app, lowered resolution to 720p.

nothing seems to work

[makaiguy]

Did you restart** your Roku to clear its memory cache BEFORE reinstalling the channel? Without the restart you may not get a clean reinstall.

Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you don't have the Power option, under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

[RokuCarly]

A warm welcome here in the Roku Community, @M_landry!

We appreciate you reaching out and providing us with the troubleshooting methods you've tried. No worries! We'd be more than happy to find you the best resolution possible.

Before proceeding, may we know if this is an isolated case within the YouTube app only? Also, does this happen to your other Roku players? 

In addition to what @makaiguy suggested, kindly try to connect your affected Roku player to an alternative network connection to see if this will make any difference. Perhaps, a mobile hotspot would do. 

We'll be anticipating your response! 

Best regards,
Carly

[M_landry]

I removed the YouTube app. Next I cleared the cache with the remote. I reinstalled the YouTube app. I have the same problem, screen turns gray after several seconds after I get into the app. I will try switching from my Nighthawk router to my wireless AT&T cable modem

[M_landry]

To answer your question about the roku players in my residence, I have two players.

One is in my living room (ultra), while the other is in bedroom. The AT&T wireless fiber modem is in bedroom along with the net gear (Nighthawk) router. I have an extender in my living room which I just tested at 178 mbps download & 214 mbps upload, ping 35 . I also have Ethernet cable from extender to roku ultra. The YouTube app works fine in my bedroom. I the past, I swapped out roku boxes. Still works fine in bedroom, but not in living room. I don’t know what else I can try.

Stumped

[RokuEuniceL · Accepted solution]

Hi @M_landry,

Thanks for providing these details here in the Roku Community!

Can you please send us a photo of the issue as our reference? Also, have you tried reaching out to YouTube customer support?
Suppose the issue persists on the YouTube channel after attempting the troubleshooting steps, and videos from other channels play fine. We suggest contacting the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel likely needs to be addressed with an update from them.
Let us know how it goes, and we'll be glad to further assist you.

Kind regards,

Eunice

[M_landry]

How do I send a photo / small video to you of this problem?

[RokuEuniceL]

Hi @M_landry,

Thanks for keeping us posted here in the Roku Community!

On the top right icons found when you're posting here, you should see an "Insert Image" icon where you can attach the photo. You can also send it via private message. To message us, select the name of a user. Once redirected to the profile, select the option "Send this user a private message." 

Also, please let us know if you have reached out to YouTube's customer support about this so we can confirm on our end.
We'll be waiting for your update.
Kind regards,
Eunice