Solving playback issues

[Prebo540]

My Hisense TV keeps giving an error message during Youtube TV play. I have reset the system several times. Including removing YoutubeTV and re-installing. I have changed networks and reset the modem without any resolution to this problem. I have checked for updates and the system is up to date. How do I fix this problem?

[RokuJohnB · Accepted solution]

Hi @Prebo540,

A warm welcome here in the Roku Community, and thanks for raising this concern directly to us!

After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

You can reach YouTube TV Support here.

If there's anything else that we can do to assist you, please keep us posted.

Regards,
John

[makaiguy]

@Prebo540-

When problems are confined to a particular channel, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel may fix the problem, so that is the first thing I would try. This is not a cure all but it will assure you have an intact copy of the channel app's current version

Remove/reinstall procedure:

1. Highlight channel on home screen.
   
   
2. Press * key on the Roku remote and choose Remove channel option.
   
   [Note: If this channel is one for which you have a paid subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. You can click this and follow the prompts to cancel your subscription and prevent any more payments, but your subscription and channel access will continue until your subscription period runs out. Due to a programming decision by Roku, you will not be able to remove the channel app via the Roku interface until the subscription period runs out.
   
   Instead, try removing the channel via the official Roku remote app on an Android/iOS phone/tablet connected to one of the Rokus on your account. At the bottom of the first screen, click Search and do a search for the installed channel name. On the resulting screen you should get options to Launch the channel on your Roku, or Remove the channel. I've never tried to remove a subscribed-thru-Roku channel (I haven't had one for years) but it's been reported this works even while the subscription is still active.]
   
   This will remove the channel from your Roku account, and thus from ALL Rokus linked to that same Roku account.
   
   
3. IMPORTANT- IF YOU SKIP THIS STEP YOU MAY NOT GET A CLEAN RE-INSTALL:
   Restart the Roku to clear its memory. Depending on your Roku model you'll find the System restart option under Settings > System > Power or if you have no Power option, under Settings > System. Repeat on any additional Rokus linked to this Roku account.
   
   [Note: For Roku TVs (i.e. ones with Roku capability built in) with "Fast TV start" enabled, turning the TV off/on just puts it in/out of a standby state and does not give you a full restart. Use the menu options listed above.]
   
   
4. Reinstall the channel to your Roku account via the Roku Home page Streaming Channels menu option. This will install the channel on all Rokus linked to this Roku account.
   
   

Notes:

• The channel will be added to the END of each Roku's channel grid.
• The Roku on which you performed the reinstall should get the installation immediately. Other Rokus linked to this Roku account may not get the channel until their next automatic update check. You can force an immediate update on any unit via Settings > System > System update.
• If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

[Joeykey]

This is tone deaf.

sick and tired of politics taking over and support being ignored.

THIS IS A HUGE ISSUE!

stop pretending to be helpful and of support for people when it is clear the product and it’s support is divorced from actually helping its customers by posting clear admissions when there is a problem.

update the thing 900 times and factory reset it 434 times and then update it again to adjust solar panels and turbo boost-

absolute joke of a company.

stabd behind your products and ADMIT WHEN THERE IS A KNOWN ISSUE- inform consumers CLEARLY with a section titled “KNOWN ISSUES”.

the frustration with trying to find support for your products is encouraged by your way of doing business. 
Putrid.