Issue Tracking Board

[RokuTakashi]

Hi, @Mikes8582 

Thanks for posting here in the Roku Community.

We noticed on your post that you have attempted to troubleshoot the issue with the NFL app that does not work on your Roku device, and we appreciate your efforts. For this matter, we'd like to know more about how we can help you address the issue. Can you please provide the following details below:

• What specific Roku device you are having issues with?
• Do you receive any error codes when trying to access the NFL app?
• Have you tried updating the NFL app as well as your Roku device? (To update an app, highlight the app then press the star (*) button. Then, select the "Update app" selection. To check for Roku OS updates, navigate to Settings > System > Software Update > Check Now).

Keep us posted on this, and we'll further assist you.

Best wishes,
Kash

[RokuCarly]

Welcome to the Roku Community, @DNel.

Thanks for posting here. 

Have you tried troubleshooting it? If not, we highly suggest following the steps below to help you:

1. Remove the 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 (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

For reference, here's the support article for further information about this: How to resolve a channel playback issue

If the issue persists, we highly recommend contacting the channel provider for additional support, as they manage and maintain their app on the Roku Streaming platform. 

You may reach them here: NFL Support

Thank you for understanding.

Best regards,
Carly

[Burfalurf62]

I am having the exact same issue. The app starts to load then just crashes back to the home screen. Neither NFL or Roku support has been any help at all. Hopefully whatever the issue is, it gets fixed. Right now, I'm paying for an app that doesn't work and that's the most frustrating thing.

[RokuEmmanuel-D]

Welcome, and thanks for sharing it here in the Roku Community, @Burfalurf62.

We notice you also have an issue with NFL that crashes back to the home screen. No worries; we're here to take care of it for you. 

Kindly let us know about...

• Are you also experiencing this issue with other channels?
• What troubleshooting steps have you taken so far to resolve the issue? 
• Is this the first time you encounter this issue? 

In the meantime, try the troubleshooting steps provided below: 

Restart your Roku device

To restart your Roku device, unplug the power cable, wait a moment, and reconnect it. Alternatively, you can restart it from the Settings menu using the following steps.

1. Scroll and 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

You may also...

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 remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. Read the detailed article about removing a channel to help identify this type of subscription 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 add a subscription channel billed to your Roku account, you must resubscribe.

Check out here for more troubleshooting in solving playback issues. 

Let us know about it, and keep us updated.

All the best,
Emman

[REDDDAWG23]

I keep seeing all these people saying. Fix the app by resetting your router resetting your TV. Resetting that, it's the app. It's flawed, it takes 8 to 10 seconds to load the **bleep** title page. And every time you click to go to another page. It takes a whole long time to load that. I have 800 mps speed...and it's the only app on my home screen that behaves like this...please FIX!!!!

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @REDDDAWG23.

We understand that all the suggested troubleshooting steps did not resolve the issue you're experiencing. We'd like to investigate further to determine the root cause of the problem. 

For the thorough review to kick off, please supply us with more information about: 

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (Highlight the App, then press the Star * button on your Roku remote)

We will forward all these details to the appropriate Roku team for a more comprehensive investigation. 

We look forward to your prompt response and look closely into this issue. 

All the best,
Emman

[kfarooquie]

The NFL app on Roku has known issues.  I activated a subscription using Google pay on my mobile phone and then tried logging into the NFL app and it wasn't recognizing my subscription.

I read posts about having to cancel the subscription and delete the profile and create a new profile and pay for the subscription on NFL.com.

After doing that I tried to load the NFL app but now it is not going past the Accept the Terms screen and gives me an error saying "Something went wrong please go to id.nfl.com/account"

- I have deleted the app, unplugged the TV and reinstalled the channel
- I have even done a factory reset on my TV and then reinstalled the NFL app

It is still saying the same thing.  How can I completely erase any internal memory of a previous NFL.com account so that I can login using a new account I created and paid for the premium subscription for?

This is really frustrating.

[RokuJechealR]

Hi @kfarooquie,

Welcome to the Roku Community!

Thanks for letting us know about the trouble you've encountered logging in with the NFL channel on your Roku device and the steps you took to resolve it. We apologize for any inconvenience this may have caused.

Please be advised that channel logins and authentications are handled directly by the channel developer. To report the issue and get help, we suggest contacting the NFL customer support team.

They can resolve the error you are having with accessing the channel. You can contact them here: NFL Support.

Feel free to keep us posted, and we'll continue assisting you from there.

All the best,
Chel

[kfarooquie]

I do not have a problem accessing my NFL App on my computer or my phone since I am able to change the login credentials on both of those devices.  As mentioned I had purchased NFL+ Premium via my Android Google Play device and Roku did not recognize that purchase and kept trying to sell me a new subscription.  On other posts users were instructed to
 1. Cancel the subscription from their Google play
 2. Create a new account via NFL.com on a computer
 3. Log into the Roku Channel with the new credentials

On my Roku it seems that since I previously logged into my NFL App using the older credentials it won't let me get past the Accept Terms screen on the NFL Channel and give me a error saying I should go to my NFL account and fix the problem.

It is NOT letting me log in using different credentials....I have
 1. Uninstalled and reinstalled the NFL Channel
 2. Uninstalled, plugged out the TV, plugged it back and reinstalled
 3. I have even done a Factory Reset on my Roku TV

How do I delete ALL memory of the NFL App so that I can log in using the new NFL Account?

[RokuJechealR]

Hi @kfarooquie,

Thanks for the response, and we appreciate the additional details on this matter.

Please note that if you subscribed directly to NFL+, you'll only have access to it via a standalone app on your device, not The Roku Channel.

When you launch the NFL Plus standalone application installed on your Roku device, you can view two different signing alternatives. To see if you can move further, first select the option that reads "Already have an account" from the menu.

Please keep us updated if you find that this solution is successful.

All the best,
Chel