Solving playback issues

[Cristinac]

I’m having the same issue on Hisense Roku tv G221x 7Series-43. I have no connectivity issues. Closed app. Deleted and reinstalled app. Unplugged everything from wall. Unplugged modem. System restart. Ensured app and tv device are fully updated. Even did factory reset of whole Roku tv. Netflix works fine on non-Roku tv devices. It’s just Roku tv and Netflix. It won’t load. Please help fix this now. 

[RokuJharra-Q]

Thank you for keeping us posted, @Cristinac!

We appreciate your efforts and the troubleshooting steps. If this issue is only happening with the Netflix channel, we highly recommend reaching out to their customer support teams for further assistance and clarification. Please note that the content on the Roku platform is primarily provided and updated independently by the respective streaming channels.

Thanks for understanding. Please let us know if you have any further questions.

Best regards,
Jharra

[Cristinac]

Thank you. I have already connected with Netflix. This is a Roku tv problem. It only happens on Netflix on this particular tv. It is not a problem on my other tvs when accessing Netflix. This is Roku tv’s problem. Please escalate this issue with Roku as you can see from all the other comments that this is unique to Roku tv. 

[Leo444]

I had the same problem ,my Roku on setting was set on 4k resolutions, I changed it to Auto select on resolutions problem got resolved, so is playing now.

[Brandy91884]

Have you resolved this issue, or has roku reimbursed you for the trouble?

[RokuTakashi]

Hi, @Brandy91884 

Thanks for posting, and welcome to the Roku Community.

We understand your concern with the Netflix app on your Roku device, and we're here to help. We recommend following the troubleshooting steps below to resolve the issue you have experienced.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists after performing the provided troubleshooting step, we'd like to gather further details for our team to investigate further. Kindly provide the details below:

To assist us in the investigation, 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).

We hope for your response in this regarding.

Best wishes,
Kash

[bhutting]

Why has this not been fixed. So many people with the same issue and just the same troubleshooting tips over and over until they get the issue ID or whatever, then no response from Roku. I was told my device too old so I bought a new one (even tho a second device, same age and model, works fine) and still have the same issue. 

[RokuTakashi]

Hi, @bhutting 

Thanks for posting, and welcome to the Roku Community.

We recognize the difficulties you are experiencing with the Netflix app on your Roku device, and we truly appreciate the steps you have already taken to try to resolve the issue. To assist you more effectively, our team would like to collect additional information regarding the problem.

In our previous message, we outlined specific details we need from you to better understand the issue. Gathering this information will allow us to investigate thoroughly and identify a suitable solution. 

Your cooperation is important to us, and we thank you for your continued patience as we work to resolve this matter.

Best wishes,
Kash

[Frang]

We have done every step in your troubleshooting

model: 6series-58

hardware I’d G204X

software 14.0

issue ID JT-453-342

Netflix ver 61.222 build 1301009

please advise! 

[RokuEmmanuel-D]

Thanks for the detailed information, @Frang!

Thank you for your patience. This will be forwarded to the appropriate team for a thorough review and investigation. Before we proceed, could you please specify the troubleshooting steps you have already attempted to resolve the issue? Additionally, we would appreciate it if you could provide a photo of the error message. 

We are looking forward to hearing from you and looking closely into this issue.

All the best,
Emman