Playback Issues - Audio/Video & Power

[Ella5]

The videos on YouTube don’t work. They all show as pixelated scrambled squares. Have taken the channel off, reset and reloaded but this has not changed the quality. We have good strong fast broadband and it says excellent connection. The other apps work. We have tried other cables and also tried beaming it from YouTube from the phone app but it still the same. Currently completely unwatchable 

[RokuMary-F]

Hi @Ella5,

Thanks for reaching out regarding the playback issue you are experiencing with Youtube.

If removing the channel and adding it back after you've restarted the device does not resolve the channel issue, I'd recommend reaching out to the channel support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on that channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.

You can reach them here: https://support.google.com/youtube/?hl=en#topic=9257498

Thanks,
Mary