Solving playback issues

[rocketRoddy]

I have a tcl tv with Roku I’m in Canada 

nothing on the Roku channel will play

can anyone in Canada tell me of a show that should stream

Roku support tells me Visionaries should but doesn’t 

[RokuJohnB]

Hi @rocketRoddy,

Greetings from the Roku Community!

We acknowledge your concern about the Roku channel since it was not working. We're happy to assist you further.

Please try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and selecting Check for updates.

For more information, you may check out this support article here on Issues playing shows and movies on your Roku device.

We would recommend trying to see if that resolves your issue. Please keep us posted.

Best,
The Roku Community Team

[rocketRoddy]

I did a factory reset 

ensured the Roku channel was updated 

restartd router and tv

still nothing streams on the Roku channel 

[RokuJohnB]

Thanks for keeping us posted, @rocketRoddy!

We appreciate the troubleshooting steps you have taken so far, and we'd like to gather more information regarding your problem.

• Could you share a photo or video clip with us?
• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
• Tracker ID when this issue occurs (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We look forward to hearing from you soon.

Thanks,
The Roku Community Team

[rocketRoddy]

 I don't see how to show a video, but here's the tracker info,  is there an email address I could send a video to?

[RokuRiamie-D]

@rocketRoddy,

Thank you for providing your device details.

Please check your inbox, as we have sent you a private message for further assistance. Thank you for your patience and cooperation.

We will wait for your response.

Best,
Roku Community Team