Issue Tracking Board

[RokuMaryEF]

Hi Community Users,

We are aware that some of you are encountering the error message, "An error occurred during playback. Please try again" while using Paramount+. We understand how frustrating this can be and want to assure you that this issue is currently under investigation.

We’ve noticed that many customers experiencing this issue have ad blockers enabled. Please confirm that you do not have an ad blocker activated on your device so we can assist you further.

To help us investigate this issue more effectively, please provide the following information:

1. Roku device model
2. Device serial number
3. Device ID
4. OS version (All of these can be found by going to Settings > System > About)

Additionally, please provide the following:

• Tracker ID: When you see this error occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with the Tracker ID that appears.
• Channel build version: This can be found by selecting the Paramount+ channel on the Home screen and pressing the * button on your remote.

Once we have this information, we’ll be able to assist you further in resolving the issue.

Thank you for your cooperation and patience!
The Roku Community Team

[Ethan99]

Hello - 

I'm getting the same error during playback as everyone else on a Roku 4k Ultra on Samsung FrameTV. I cannot uninstall the channel because there is no 'remove channel option in my menu when I press '*' on Paramount+ (only manage subscription).  The channel works fine on other Roku devices in the house (new Roku 4k TV) so I've ruled out fixes related to ad servers, firewalls, etc.  Below are the details of my tracker info.

Model: 4802X - Rokue Ultra

Serial Number: X01000SHYKAC (SODA233HYKAC)

Software Version: 14.0.4 - build 1-2221-C2

GC Version: 12.5.25

Timestamp: 2024-10-30 T02:23:11Z

Issue ID: AC-436-463

@RokuJharra-Q 

[RokuTakashi]

Hi, @Ethan99 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for raising your concern with us regarding the issue you have encountered with the Paramount Plus that is having an error with playback on a specific device while the app works fine with your other devices. We'll take note of the information you have provided. 

In the meantime, we'd like you to perform a system restart to see if it resolves the issue. Kindly follow the instructions below:

1. Press Home  on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

Once this step has been successfully performed, access the app once again and see any improvements.

Please keep us posted on what you find out.

Best wishes,
Kash

[Ethan99]

@RokuTakashi 

I have tried everything including factory reset to no avail. This problem seems to be isolated to my Roku 4k Ultras (I have 2 identical units and both have the same issue). 

On the same network I other Roku TVs and Roku streaming sticks and they DO work. 

Hope this helps narrow down the issue as I think it’s reasonable to rule out Paramount+ servers and/or network issues. 

[RokuTakashi]

Thanks for keeping us posted, @Ethan99 

Our team would like to gather information on your other Roku Ultra since you have mentioned that the issue exists with 2 of your Roku Ultras. Kindly provide the details below:

• Roku device model, serial number, device ID, and OS 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 (This can be found by selecting the channel on the Home screen and pressing the * button).

This will be reviewed and investigated further once the information are available.

We greatly appreciate your response.

Best wishes,
Kash

[Ethan99]

@RokuTakashi 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Ethan99.

We appreciate your effort to supply all the information we need to proceed with the investigation on this matter.

In addition, we would also like to request...

• A photo of the error message during playback. 
• Are you experiencing this on all contents inside the channel?
• Your Samsung TV Model number. 

Rest assured that this will be forwarded to the appropriate Roku team for a thorough review. Thank you for bearing with us in the meantime. 

All the best,
Emman

[Ethan99]

@RokuEmmanuel-D 

see below. I was able to find 2 shows that actually played (The Brady Bunch and The Hills - New Beginnings). The others I tried do not work. 

[RokuEmmanuel-D]

Thanks for the update, @Ethan99!

We really appreciate your effort to supply all of these details for us to continue the investigation process. Rest assured that all of these will be forwarded to the appropriate Roku team. Thanks for staying with us and for your continued participation in the Roku Community. 

All the best,
Emman

[RokuEmmanuel-D]

@Ethan99.

Have you attempted to restart your router? If you haven’t yet, we suggest taking a moment to power it off and then back on again. This simple step can often resolve connectivity issues and improve your internet performance.

Also, if rebooting the router does not resolve the issue, you might need to connect your Roku to an alternative internet connection. You might try it on a Mobile Hotspot. This step is to further isolate if this is a network issue or an app issue. 

Lastly, could you please tell us the lists of specific contents you have tried in Paramount Plus that are encountering the playback error? 

Please let us know your thoughts. 

All the best,
Emman