Issue Tracking Board

[Trippnwo]

No error message 99% of the time. Sometimes it will say to accept the terms and then it will say an error occurred and it will go back to the main Roku screen.  

it mainly tries to load and then instantly goes right back to the Roku scree

I am happy to provide a video of it if you’d like. A pic is worthless as there is nothing to take a pic of. It’s essentially an endless loop of crashes / unable to load screens. 

[RokuCarly]

Hi, @Trippnwo.

Thanks for the additional information. 

In this case, we will coordinate this with the appropriate team to conduct a thorough investigation. With this being said, kindly provide us with additional details such as follows:

• Roku device model, serial number, device ID, and current software 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

We'll be looking forward to your update.

Warm regards,
Carly

[Trippnwo]

TCL model: 65S41
Serial number: X01200E4C359
Device ID: S0JUH274C359
Software version: 13.1.4 • build 1512-CG

NFL app version is 5.0 • build 68

I keep trying to generate a tracker id report but all that’s happening is the tv powers off. Nothing is popping up. 

[Ploudenback]

I have the same issue on all 4 of my Roku's. NFL app worked fine last season, but now it gets stuck saying I need to agree with the "terms of service, Subscription terms of Service, and Privacy policy", but when I press enter to accept it gives an error: "Something went wrong".

Please help! I am able to stream it on my Sony TV directly, but if I can't get this fixed I will swap them out for AppleTV's.

[RokuCarly]

Hi, @Trippnwo.

Thank you for providing us with the requested details.

Rest assured that we have already coordinated this with the appropriate investigation team. Once we receive updates regarding this case, we'll let the Community know. 

We appreciate your patience and understanding as we work on this. 

Regards,
Carly

[leighalden]

I have the exact same issue and have previously also reported on this issue.  I also have my current NFL+ Premium subscription direct from NFL but there has been no apparent way for me to get this service via the Roku NFL channel or app. 

If I had bought my NFL subscription via Roku, it seems that there would have been no problem getting replays of NFL games on my Roku TV.  If this is the case, it seems that there should be a way to connect the service I have via NFL to what is offered from Roku with the NFL app.  

[RokuCarly]

Hi, Community users!

Welcome to the Roku Community.

Thanks for informing us about the playback issues you've encountered within the NFL app on your Roku devices. We'd be happy to help you find the best resolution possible. 

In cases like this, have you coordinated this with the service provider yet? If not, we highly recommend connecting with their Support team for further assistance as they manage and update their app on the Roku streaming platform independently. 

You may reach them here: NFL Support

In the meantime, we appreciate the troubleshooting steps you've taken to resolve the issue so far.

Keep us posted on how it goes!

Warm regards,
Carly

[Jmkos]

Same issue doesn't work on any of my devices

[RokuMaryEF]

Hi Community users,

Thank you for bringing this to our attention! We appreciate your patience as we work through this issue.

Update: Our Roku team is currently investigating the problem in coordination with the NFL channel. We understand the inconvenience this has caused and are committed to keeping you informed.

Rest assured, we will update this thread as soon as we have more information.

Thank you for your understanding!

Best,
The Roku Community Team