Solving playback issues

[rmevans01]

I've followed the thread and performed the same steps to no avail.  My troubles started 2-3 months ago.  I also live in the US, my Roku is up to date, as is my spotify version.  When I start spotify I see the splash screen for 3-4 minutes followed by a white screen for a second and subsequently a Grey screen with a white outline box in the middle of the screen.  The screen is unresponsive to the rodu remote except for hitting the me button.

What other ideas do you have?

[RokuEmmanuel-D]

Welcome to the Roku Community, @rmevans01!

Thanks for reporting this issue to us. We completely understand how important it is to you to get this sorted out as quickly as possible, and we're glad to be able to help!

To assist us in investigating further, please provide the following device information below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Please get back to us so we can assist you further. 

Thanks,
Emman

[ADH-MrCharm]

Same problem, Spotify worked fine for years on Roku 3, now suddenly wont connect.

[ADH-MrCharm]

Spotify will no longer load on Roku 3, plays then quits after 10 seconds.

Model: 4200X - Roku 3

Serial : 1GU44G105294

Software version: 14.0.4 build 12221-04

GC version 12.7.25

Timestamp 2024-12-09T22:11:54Z

Issue ID 94-495-251

[rmevans01]

Thought I had responded but the specifics for my Roku:

Model:              3920X

Serial:               YH00CD544419 (K4212C544419)

Software:          14.0.4  -  build 12221-91

GC:                    12.7.25

Timestamp:        2024-12-09T17:21:49Z

ID 19-494-961

[RokuEmmanuel-D]

Hi, @rmevans01 and @ADH-MrCharm.

Thanks for posting here in the Roku Community!

We appreciate your effort in providing all the necessary details for this investigation. Rest assured that we'll forward this over to the team for review. 

Thank you for your continued patience and understanding as we work to resolve the issue. 

Best of luck,
Emman

[byancey]

I've been having the same issue for about a week now. It has impacted all 5 of the Roku boxes in my home, as well as a single FireTV set top box.  In each case, the app would open to the Spotify logo, but the app would never fully load.  The issue did not impact the Spotify app on my mobile phone regardless of whether I was connected to my home network or my mobile carrier.

While troubleshooting, I actually connected one of my Roku boxes to the Internet via the hotspot feature of my mobile phone, and the Spotify app opened and ran just fine.  This pointed to either an issue with my home Internet Service Provider as compared to my Mobile Service Provider, or an issue with my local network configuration.  After several hours of troubleshooting, I was able to isolate the issue to the IPv6 setting in my home router.  My mobile phone hotspot has IPv6 enabled by default, whereas I had this setting disabled on my home router.  Once I togged IPv6 setting in my router to enabled, the Spotify app started working on all the devices in my home.

Not sure why this made a difference, as the Roku Box itself appears to be using IPv4, but apparently Spotify recently updated something in their set-top box app that requires IPv6.  If you are having similar issues, try enabling IPv6 in your router to see if it helps.

[dallasviper]

I'm having the exact same issue on 2 of my Roku devices. It's been happening for a few months to both mine & my wife's phones. Worked perfectly before now we can't even launch the app.

[RokuEmmanuel-D]

Welcome to the Roku Community, glad to have you here, @dallasviper!

Thanks for reporting this issue to us. We understand the inconvenience this issue may have caused to you and we want to assist. 

To help us dig deeper into this matter, could you supply the following information below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Let’s keep the conversation going. Please get back to us!

Best,
Emman

[ADH-MrCharm]

I have confirmed the solution posted by "byancey" has fixed the problem! I was having a similar problem with Spotify app freezing and not loading on Roku. This affected all Roku devices connected to our home LAN which are connected by Ethernet. 

Solution:  IPV6 was disabled in our Ubiquiti EdgeMax router by default. I enabled IPV6 for the DHCPv6-PD to function, and added related firewall rules. Spotify now loads & plays music on all Roku devices, same as before the problem showed up.

Our ISP does not offer IPV6, only IPV4. This fact doesn't affect the solution. All that matters is IPV6 is enabled for the home LAN router.