Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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SFV
Level 8

Re: Since 11/17/2021 Update Nothing works

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I'm running 10.5.0 Build 4201-88 and nothing has worked since update minus the menus. YouTube will load but no videos will play, Roku media player just spirals and even the Roku app will not load live TV and or video. I've went through the rituals of factory resetting to no avail. So basically I'm screwed until a fix is released, Someone at Roku dropped the ball with latest update.

Temair
Level 7

Re: Since 11/17/2021 Update Nothing works

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I am having exactly the same problem.  I have power cycled the Roku. I have power cycled router. I have unplugged Roku Ultra, the plugged it back in. I have removed channels and added them back (if I was able, I can't even find Amazon Prime now...).

The ONLY streaming service that works is Netflix. Hulu, Prime, Disney Plus, Spotify, HBOMax, nothing works.  I was able to remove the Hulu and add it back but it just times out and says there's no internet connection. Roku says there is. Other devices are getting internet. 

I have signed out of the services I was able to load and went through a huge pain remembering passwords to get back in but still the services do not work.  AND PRIME... I both logged out in the services, and then did the code to get back into it. Restarted. Unplugged, TV on off. 

THIS HAS TO BE A software update issue.  Netflix works like a well oiled machine. 

I read some people have been dealing with these issues since early October, but mine started on 11/17, like so many others here.  

Someone on another site said they logged out of their internet completely in roku and then logged back in and it worked. I have not tried that, and another said remove SD card and put back. I don't even think my ultra has a place for an SD card, which I see some new users with newer models are saying, but mine is many years old. It has always worked just fine, when our Samsung "Smart tv" started being stupid and couldn't connect to the internet.

All the menus load extremely slow... even system settings.  Even trying to use options on a service title takes at least a minute or two to load up, if it ever does load.

How many ways do your users have to tell you that your latest update is a nightmare before you acknowledge a HUGE problem.  I see some forum employees are saying it's a 'services' issue.... did you not tell them you were updating? Why would prime not update it's own app for your services on the weekend it's HUGE Wheel of Time series is premiering??? Makes no sense whatsoever. 

I pay for several services within Prime and I can't get to them either.  You need to fix this issue asap. Otherwise me and a whole bunch of your other customers will dump you for a device that works, AND will tell the world what a piece of **bleep** your company has become.

Adp
Level 8

Re: Since 11/17/2021 Update Nothing works

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@JohnTR 

They took all my information but haven’t said anything more. Not sure what else to do!!!

erikj
Level 8

Re: Since 11/17/2021 Update Nothing works

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Mine started 11/17.

Netflix is the only service that works.

I removed the Xfinity streaming app because Xfinity TOLD ME TO, but now I can't add it back. Network error.

Xfinity support told me their engineers know about this Roku problem and they're trying to get it fixed. They better do it fast because, now, none of my services work. They're expensive. But I can't use them. I'm paying for nothing.

"Nothing" is what a Roku device should cost.

RokuDanny-R
Roku Employee
Roku Employee

Re: Since 11/17/2021 Update Nothing works

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Hi everyone,

Thanks for the posts.

Please see my previous response here.

Once we have the information I have requested, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
SaraK
Level 7

Re: Since 11/17/2021 Update Nothing works

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Danny, 

This is clearly a Roku update problem. All of our channels are up to date and the only channel that will load and stream is Netflix. How will getting all the info from each of your customers, when so many are having similar problems help you solve a problem that clearly occurred as a result of your update last week?  It seems like it is just another way for you to delay. I had a private email with customer service this morning and I provided information and I haven’t received any further communication from customer service for over 8 hours. I know you are busy with all these complaints and problems, but come on, we are going on day 5 of no service. How will you reimburse all of us who have paid for a service you are not providing for days on end and not really helping us?  Very frustrated!!  

erikj
Level 8

Re: Since 11/17/2021 Update Nothing works (SOLVED)

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The restarts only work temporarily.

JohnTR
Level 8

Re: Since 11/17/2021 Update Nothing works

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Thanks for the reply.  How does one submit such a trouble ticket to Roku support?  The process is not apparent to me from navigating the site.  Also, having rolled back your software to 10.0, how do your stop the automatic update option so you do not return to the 10.5 update?

Cm_
Level 9

Re: Since 11/17/2021 Update Nothing works

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Hi Danny, is there a fix for this? I factory reset 3 times and finally got it to work but as soon as I powered off and back on, same problem.  No apps will connect.  If you have a solution will you send me a message or address it on the long thread of people with the same issue since 11/17?

JohnTR
Level 8

Re: Since 11/17/2021 Update Nothing works

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I now get an error when I try to send an email request through the online Roku/support function.  Who knows!?  Their mailbox must be full.