Solving playback issues

[98gmarquee]

Still an ongoing issue for me. I keep having to switch to my TV apps and I'm not overly fond of the navigation in that version of it.

50% of the time, on my roku, I see a 33% loading message, then blank screen, then "error playing". I exit to the previous screen and attempt to play again, then it plays for about a minute, then I get the error. Then if I try a 3rd time, but fast forward a couple minutes, it plays fine.

The other 50% of the time, it just gives me the error screen and never plays, I give up and go to my TV apps directly.

[RokuEmmanuel-D]

Thanks for keeping us posted, @98gmarquee!

We understand how inconvenient this issue can be for you. Please note that this is still under investigation. 

We'll let the team know about this and update this thread once we make any progress in the investigation. 

We're grateful for your continued participation and understanding as we work to resolve this issue. 

Best,
Emman

[Yamajestyyy]

NFL APP WILL NOT ALLOW ME TO REPLAY OLD GAMES ANYTHING FROM 2022-2009 All of a sudden on my Roku tv. I can replay videos on my mobile device and iPad but when I log into my NFL APP ON MY ROKU TV AND TRY TO REPLAY A GAME IT BUFFERS until 33% and then tells me “sorry something has gone wrong. Looks like this video cannot be played at this time.” I’ve tried reaching out the NFL support and nothing has helped 

[RokuEmmanuel-D]

Hello, @Yamajestyyy.

Thanks for flagging this issue. We understand you're experiencing an issue with the NFL app, and we'd like to investigate so we can get you back up and running. 

To help us navigate the process, please provide the following information below:

• oku 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)

We are looking forward to hearing back from you. 

Best,
Emman

[htwaits]

The NFL App (Roku Ultra) announces that it's had a problem with the video of the game I'm viewing. If I restart the game video it will play for a short time and then terminate with the same message. I've deleted and reinstalled the NFL App, and my membership seems to be valid.

 
I've been a NFL subscriber using Roku devices for a long time and this is a new problem for me, 

[JWS9518]

I would suggest trying a system restart or unplugging your Roku for 30 to 60 seconds to clear the cache and see if that helps.

If that doesn't work, you could also try to contact NFL app customer support directly and see if they can help.  They may have a server or some type of technical issue. 

[htwaits]

I'm having the same problem using tke 4800x Roku Ultra. 

Serial #: X01000DGK8

Device ID: S02A209GK8YC

Software version: 14.1.4 Build 7709-C2

Channel build version: 5.0 Build 75

TrackerID:

GC Version: 12.8.19

Time Stamp: 2024-12-28T00:03:04Z

Issue ID: VC-521-283

[htwaits]

Thanks for the suggestion.

There iare thread tittles including the string "NFL APP" and "SORRY SOMETHING WENT WRONG" indicating multiple Roku platforms are having the same NFL failure for the past couple of weeks. Non-ROKU platforms seem to work. 

[Xasroma]

Same issue here for past couple days

model 4800  Roku ultra

serial number: X01000YJ8X87SO28216J8XA7)

software version: 14.0.4 build 12221 – C2

GC version: 12.8.19

times stamp: 20 24 – 12– 28T04:48:19 Z

please use issue ID 87–5 21–568 to report the current issue

[RokuEmmanuel-D]

Hi, @Xasroma and @htwaits.

Thanks for posting here in the Roku Community!

We understand that you're also experiencing an issue with the NFL app, and we appreciate you providing these details. 

We'll forward this to the team for further review and investigation. In the meantime, please stay tuned for more updates on the investigation's progress. 

We'll keep you posted.

Best,
Emman