Solving playback issues

[CannonL]

I am getting this error a lot. I stream a game for a few minutes and then I get this error. Doesn't matter which game. I checked for an update on the app. I rebooted my Roku device. I have 2 Roku devices and they both have the same issue. Restarted my gateway. I would delete the app and reload it but that option is not available when I click on the options of the app.

I try and get help at the NFL page, they are stating I do not have an account. I am assuming it is because I have the subscription with Roku? 

This is very frustrating.

Thanks

[RokuEmmanuel-D]

Glad to have you join us here in the Roku Community, @CannonL!

Having playback issues while watching your favorite game on the NFL app could be pretty frustrating, and we totally understand this. We would like to be able to help sort this out so you can get back up and running. 

To help us understand your concern better, could you provide the details of your device so we can take a closer look at it?

• 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)
• Photo or short video of the exact behavior of the issue. 

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

Thanks,
Emman

[kgarenvt]

This just starting happenng again at 6:03pm.  Not going to spend any time on this, using my ipad using the NFL app on that mirrored to the TV.  Did NFL redzone come on again at 6pm?

[98gmarquee]

I've been having the same issue the past week or so. For 3-4 days, I would select a game (condensed) to play, the spinner would spin, then it would say 33%, then I'd get the message. For the past 3 days, it has been playing about 1 minute of a game, then it abruptly stops and I get the message again. If I click Ok, then try playing again and it shows the game, then I click fast forward beyond where it died, it will play for another minute, then give the message again

It plays fine on my PC via a browser and via my Sony TV via the NFL app. I just keep trying to use roku because that's where I watch every other thing that I stream.

Just would be nice to get a few months at a time without something happening.

My roku:
4660X - Roku Ultra
software 14.0
Serial:YJ0075740223
ID:CX3847740223

The error:

I have done the obligatory "restart", "unplug for minutes", "roku clear cache process (home x5, up, rwnd x2, ffwd x2)", "uninstall/reinstall the app", "sign out of the app, sign into the app". Nothing helps.

[RokuEmmanuel-D]

Hi, @98gmarquee and @kgarenvt.

Thanks for posting here in the Roku Community!

We completely understand your frustration about the NFL app that keeps on having playback issues while trying to stream. We would like to dig a bit deeper into this matter so we can get this sorted out as soon as possible.

Could you also provide the information requested below?

• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

We are looking forward to your prompt response. 

Thanks,
Emman

[98gmarquee]

@RokuEmmanuel-DSorry, I forgot to put that in my comment.

Version 5.0

Build 74

Still not working for me today, but working fine on my Sony TV directly.

[Foggy12345]

NFL App version 5.0 build 74

[Foggy12345]

Here is the text from google docs:

Issue report tracker

Model: 3810RW - Roku Streaming Stick+ Serial number: YH00GC080572 (22317G080572) Software version: 14.0.4 build 12221-50

GC version: 12.8.17

Timestamp: 2024-12-18T13:57:19Z

Please use issue ID 72-507-717 to report the current

issue.

[DBURR01]

Hello

I'm having the same playback issue.

Version 5.0 Build 74

ROKU Ultra 4660X, version 14.0

[RokuEmmanuel-D]

Hi Community Users!

Thanks for posting here in the Roku Community!

We appreciate your effort to share your device details to include your devices in the ongoing investigation. We'll surely pass this to the appropriate team for review and investigation. 

In the meantime, stay tuned for more updates on any progress on this matter. Thanks for your patience and understanding as we work to resolve the issue. 

Thanks,
Emman