Solving playback issues

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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Thanks for keeping us updated, @98gmarquee!

We understand this did not resolve the issue that you're experiencing with the NFL App. 

To assist us with this, could you please provide your latest Software Build/Version? (You can find it by pressing the Home button five times, followed by the Back button five times.)

We are looking forward to your prompt response. 

Best,
Emman

Emmanuel-D.
Roku Community Moderator
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User2025X
Reel Rookie

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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Thank you 98gmarquee for mentioning using your Sony TV to access the NFL app! I tried getting in to the NFL app through Visio TV and it works perfectly! GREAT workaround! 

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98gmarquee
Binge Watcher

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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NFL App Version 5.0 build 76

Roku: 4660X-Roku Ultra, Software Verion: 14.1

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98gmarquee
Binge Watcher

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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@RokuEmmanuel-D 

NFL App Version 5.0 build 76

Roku: 4660X-Roku Ultra, Software Verion: 14.1

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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Thanks for keeping us in the loop, @98gmarquee!

We appreciate your effort to provide the needed information. Rest assured that we'll forward this to the appropriate team for further investigation. 

In the meantime, could you also take a photo of your 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). We should be able to see the latest ID so we can take a closer look. 

Looking forward to your response. 

Best,
Emman

Emmanuel-D.
Roku Community Moderator
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98gmarquee
Binge Watcher

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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@RokuEmmanuel-DWill that work after it reboots? I can give it a try... if I can remember the key sequence.

Which back button? I don't use the roku remote... I have a harmony one that I use and it's IR, but I'm able to do the home 5 times, up, rewind twice, ffwd twice to clear cache and reboot.

Do you mean the left arrow, rewind or "previous", would guess maybe previous as it's my "back" button to go to the previous screen.

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renojim
Community Streaming Expert

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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@98gmarquee, the Back button is the button to the left of the Home button at the top of the Roku remote.  I don't know how or if that would be mapped on a Harmony remote.

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jeffmather
Newbie

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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Same exact issue for me over the past month.  Tried all suggestions from NFL support and those presented in this thread, to no avail.  I wound up buying a FireTV to replace my Roku (which was having other problems, anyway), and the game replays work for me on its NFL app, though fast-forward and rewind don't function well.

 

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RokuRiamie-D
Community Moderator
Community Moderator

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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Hi @jeffmather,

Thanks for posting in the Roku Community!

We appreciate you letting us know that you are having an issue with the NFL app, which has an error message stating, "Something Went Wrong." We would like to coordinate this with our Roku-appropriate team.

To further investigate this, please provide us with the following:

  • 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 (highlight the channel and press the star (*) button of your Roku remote)

Please keep us posted.

Cheers,
Riamie

Riamie D.
Roku Community Moderator
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98gmarquee
Binge Watcher

Re: NFL App Error - How to Resolve "Something Went Wrong" Message

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@RokuRiamie-D 

Got the tracker ID: 23-016-354

The locking up/automatically rebooting issue happened again today.

Last night, I watched 3 condensed games back to back with no issue for the first time in a few weeks. Opened the app this morning, picked the condensed Bears game from 2024/week 15 and it locked up/rebooted.

 

 

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