Channels & viewing

[CommunityLeader]

Hi Roku!

It's been a few months (three?) since I encountered this "no connection" error.

I've bought a new streaming device from ONN, which I got at Wal-Mart and Youtube works well. But I would still like to get the Roku working as my Grandma is used to it and won't upgrade.

Has any progress been made? Is anyone looking at this error?

Thanks for your time!

[RokuTakashi]

Hi, @CommunityLeader

Thanks for getting back to us.

Have you tried updating your Roku device that is having the issue with the latest Roku OS updated?

Let us know.

All the best,
Kash

[Strega2]

For cleaning up a single app: remove app, reboot (to allow all files to be cleared out), then reinstall app.  For cleaning up an entire roku: do a factory reset.

[CommunityLeader]

Hello,

I have checked for updates and reset the device too. Thanks for the advice.

I still get the "no connection" error on Youtube.

The new ONN streaming device I bought works well on Youtube. But my Grandma is used to Roku and won't upgrade.

Any other advice? Is it possible to get in touch with tech support at Roku or is that a non-starter?

Thanks for your time!

[RokuERey]

@CommunityLeader,

Thanks for the update!

We'd like to learn more about how we can get you up and running. Please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Steps to reproduce the issue you are seeing

We'll be looking forward to your update.

Thanks,
Rey

[candi19812]

I get the same no connection error message for Youtube. Its the only app it happens to. Super annoying. Its shocking a big company like Roku cannot figure out why this happens.

[RokuCarly]

Warmest welcome here in the Roku Community, @candi19812!

Our sincerest apologies for any inconvenience this may have caused your streaming with the YouTube channel and we'd be more than happy to find you the best resolution for this.

Before we proceed may we know if you've done troubleshooting methods to help you? If not, we've got you covered. Kindly follow the steps provided below:

1. Remove channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

We need to make sure that these steps have been done precisely to work. To learn more about this, kindly visit our Support article on How to resolve a channel playback issue.

If the issue persists, please don't hesitate to let us know and we'll continue assisting you from there. 

Best regards,
Carly

[Ostap]

I'm having the same issue here and I have followed all the suggested remediations but nothing seems to fixing the issue. Here are my details:

Issue report tracker

Model: 4630X - Roku Premiere+

Serial number: YROOHY666470 (7KA6AH666470)

Software version: 12.5.5 • build 4174-29

GC version: 11.2.23

Timestamp: 2024-04-04T18:36:36Z

Please use issue ID 70-136-476 to report the current issue.

Youtube

Version 2.20 • Build 110005159

Network

Network name: Xxxxx

Status	Connected
Connection type	Wireless
Signal strength	Excellent
wireless channel	40
IP address	Xxxxx
Gateway	Xxxxx
Wireless MAC address	Xxxxx
internet download speed	Good (41 Mbps)
Measured	4/3/24

Any help will be appreciated.

Please help!

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @Ostap!

Thank you for providing us with the complete details requested above and we sincerely apologize for any inconvenience this may have caused your streaming with the YouTube channel.

In this case, could you please provide us with specific information as to what is happening on the YouTube channel on your Roku Premiere Plus? Are there any error messages prompted on your screen? Does a black screen appear when you try to access the channel? 

Furthermore, have you also tried reaching out to YouTube's Support? They are the ones who provided and maintained their channel on the Roku streaming platform and it may be possible that their channel needs an update from them. 

We'll be looking forward to your update!

Best regards,
Carly

[Ostap]

I have attached the screenshot. The screen displays the YouTube logo in the middle of the screen and a message at the bottom saying “

No connection

Connect to the Internet now, or set it up later at: Settings > Network > Check connection

.

” with two action buttons “Exit to check connection” and “Set it up later”.

In addition, the “Exit to check connection“ button cannot be selected, and therefore not functional. 

No, I didn't contact YouTube directly. IMHO it needs to be done by Roku as a platform provider. I'm pretty sure YouTube will tell me to contact Roku.