Issue Tracking Board

[RokuMaryEF]

Hi Roku Community users,

We're aware that some NFL channel users are encountering an error message "Something went wrong, please try again or go to id.nfl.com/account" when trying to accept the terms of service agreement.

Update: 9/23

Here's how to resolve this issue:

Steps to Fix the Error:

1. Visit NFL on a web browser: Open a web browser on your computer, phone, or tablet and navigate to https://www.nfl.com/account/sign-in.
2. Sign Out and Back In If you're already signed in, sign out of your NFL account on the website. Then, sign back in with your credentials.
3. Accept Consent: Upon signing back in, you should be prompted to re-accept the Terms of Service, Subscription Terms of Service, and Privacy Policy. Please accept all agreements.
4. Try again: Return to your Roku device and open the NFL app. The error message should be resolved.

Additional Troubleshooting:

• Restart Roku: If the error persists, try restarting your Roku device. Power it off completely, wait for a few seconds, and then turn it back on.
• Reopen App: After restarting your Roku, open the NFL app again.

If the Issue Continues:

If the above steps don't resolve the problem, please let us know. Our team is working with our partners at the NFL app to find a permanent solution.

Thank You!

We appreciate your patience and understanding.

Best regards,
The Roku Community Team

[mrzoops]

THIS IS STILL HAPPENING. How is this still a problem?? Cannot watch any live streams in the roku app on any of my 4 rokus, but working fine from any other device. Please provide some insight. 

[kehsports24]

Every time this app opens, this policy screen appears, and every time I try to click accept, an error message appears saying, "Something went wrong."

[RokuERey]

Greetings @kehsports24,

Thanks for reaching us here in the Roku Community!

If you encounter an error message while trying to access the NFL channel, it could be due to a network issue or a channel outage. We suggest following the steps below to see if it resolves the issue.

1. Remove the channel: Highlight the channel tile on your home screen and press Star   to open the Options menu. Select Remove channel and confirm.
   
   • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
2. Restart your Roku device: Refer to earlier instructions to restart your Roku device.
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
   
   • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

You can also check for additional troubleshooting here: How to resolve a channel playback issue.

If the issue persists, we would also suggest to reach out to the channel support team for additional help.

Regards,
Rey

[Contagion]

Same issue. Started last season, remove/restart/reinstall DOES NOT WORK. 

HELP!!!

[Mikes8582]

I did all the trouble shooting nfl told me to do and reset my roku, Uninstaller and re installed the app and it starts to load with the blue screen and nfl logo then to a black screen with the loading circle and then kicks me out to the roku home. The app loads maybe 5-7 seconds then kicks me out

[RokuJharra-Q]

Hi there, @Mikes8582. Welcome to the Roku Community!

Thank you for reaching out. We are glad to help you with the issue you're experiencing with your Roku device. If you're having trouble with playback on your Roku device, it could be due to a network problem or an issue with a specific channel.

To get things sorted, here are a couple of steps you can try:

1. Restart your router
   - You might need to check the instructions from your internet service provider or router manufacturer for the best way to restart your router.
2. Restart your Roku device.
   - Simply unplug the power cable, wait for a moment, and then plug it back in.
3. You can also go to the Settings menu and follow these steps:
   -Press Home on your Roku remote
   -Scroll and select Settings
   -Select System
   -Select Power
   -If you don't see a Power submenu, move on to the next step
   -Select System restart.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.

Best regards,
Jharra

[DNel]

Did they ever solve this problem??I’m dealing with it currently 8 months later!!

[Jason9]

I have been having the exact same issue. Was finally able to communicate with nfl customer service and they just keep telling me to restart, unplug, uninstall, reinstall blah blah blah. I have given up and just plan on casting the games from my phone to my tv this season. If the issue is not fixed on their end before next season I won’t renew my nfl+ subscription. 

[Mikes8582]

None of that worked either