Solving playback issues

[DanRoss1]

I just subscribed to the NFL+ Premium today. But every time I try to watch a game or RedZone, or any other feature on the channel, the app shuts off and kicks me back to the ROKU home screen after about 3-5 minutes, maybe even less. The app doesn't give me a delete option, only manage subscription options, and I've tried to restart the TV which didn't solve the issue. The app was part of the preloaded ones on the TV when I bought it. The model is 5222X.  I had a sign in issue with the YouTube app last week, but deleting and restarting the TV solved that issue. No issues with any other app.

[makaiguy]

@DanRoss1-

Delete/restart/reinstall is the normal way to reload a channel app.   But when you subscribe to a premium channel THROUGH ROKU, they won't let you delete the channel via the Roku user interface while there is an active superscription.

As a work around, for immediate channel removal you can use the official Roku remote app on an Android/iOS phone/tablet.  This will only remove the channel from your Roku; it will NOT cancel the paid subscription.   
• At the bottom of the first screen, click "Devices", and if necessary connect to one of your Roku devices.
• In your connected device click on "Apps on Roku".
• Click AND HOLD the channel you wish to remove (a quick click will bring up the remote controls instead).
• Click on "Remove" and confirm.

[DanRoss1]

No, it didn't work. Did everything suggested. The app only stays active for maybe 3-4 minutes and then it defaults back to the ROKU home screen. 

[RokuArjiemar]

Hello! @DanRoss1,

Thank you for posting in the Roku Community!

We appreciate you reaching out to us about experiencing issues with the NFL app kicking back to the home screen and attempting some troubleshooting steps to resolve it. We are pleased to assist.

We would be happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• What channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• Tracker ID when this issue occurs (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)

Once we have this information, we will pass it along to the appropriate Roku team for further investigation.
In the meantime, your patience and understanding is much appreciated.

Thanks,
Arjiemar