Solving playback issues

[Megsy4221]

I use a Roku streaming stick in my bedroom to watch YouTube TV. It has worked fine until this week. Every few minutes YouTube TV freezes and I get an error message about not connecting to Wi-Fi. Normally, I would think this is a Wi-Fi issue or a YouTube tc issue however; my husband can also be streaming in a different room with no issues. This makes me think it is an issue with the Roku. I’ve already checked and there are no updates available.

[RokuJohnB]

Hi @Megsy4221,

A warm welcome to the Roku Community!

We understand that you're having a problem with your Roku streaming stick since it shows that it is not connected to your Wi-Fi. We're happy to help. How far is your device from your network router? What error message or code are you getting after trying to connect to your network? Did we recently make any changes to your network or network provider?

We look forward to hearing from you soon.

Thanks,

John

[Megsy4221]

Nothing has changed recently with our Wi-Fi or anything. The router is downstairs but is about the same distance from the Roku as our other tvs which continue to stream fine when the Roku isn’t. 

there isn’t a specific error code. The tv freezes and then a black box pops up and says No connection , exit now to set up and then what happens is the app closes and sends me to the Roku Home Screen.

[RokuTakashi]

Hi @Megsy4221,

Thanks for keeping us posted and providing the additional information. 

Is this issue happening to Youtube TV alone, or is this issue also happening to other channels? If so, what channel/s are affected? In addition, what troubleshooting steps have you taken to resolve the issue?

All the best,
Kash

[Megsy4221]

I have only noticed it while using YouTube TV but don’t stream much else in that room. We do sometimes watch YouTube and have not had that issue. 

as for troubleshooting I have checked the connection as well as checked if there were any system updates.

[RokuCarly · Accepted solution]

Hi @Megsy4221,

Thanks for keeping us posted! No worries. We're here to find the best solution to your playback issues with the YouTube TV app.

We suggest you follow the steps provided below to help you troubleshoot your Roku streaming stick:

• Remove the YouTube TV app: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
• Perform a system reboot: navigate to your Home, select Settings > System > Power > System restart
• Re-install the app: navigate to your Home, scroll and select Store, look for YouTue TV app, then press Add channel

Make sure that this process is done precisely. In addition, try to reboot your Wi-Fi to see if it will help you fix the issue. Let us know how it goes, and we'd be more than happy to continue assisting you with this. 

We'll be looking forward to your response!

Thanks,
Carly