Solving playback issues

[RescueBlues]

NFL app on Roku, with a fully active NFL+ subscription, worked finec few weeks ago. No longer. App starts, spins, then returns to Roku homesceen with no message.

Roku rebooted (power off for several mins), NFL up to date, app removed and readded. No diff.

Problem could be Roku or  NFL. I assume this will be a finger pointing exercise. I only know the problem isnt with me, the paying customer.

NFL app on Roku, with a fully active NFL+ subscription, worked finec few weeks ago. No longer. App starts, spins, then returns to Roku homesceen with no message.

Roku rebooted (power off for several mins), NFL up to date, app removed and readded. No diff.

Problem could be Roku or  NFL. I assume this will be a finger pointing exercise. I only know the problem isnt with me, the paying customer.

[makaiguy]

I don't have an NFL+ subscription to test anything, but in general ...

Did you restart** your Roku to clear its memory cache BEFORE reinstalling the channel? Without the restart you may not get a clean reinstall.

Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you don't have the Power option, under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

[CBlackmer]

I am having the same issue, removed channel restarted via menu and added back. Still dumps after a few seconds. Roku Ultra. Was working for over a year, I’m thinking bad update but nfl tech support doesn’t seem to care

[RokuJohnB]

Hi @CBlackmer,

A warm welcome here in the Roku Community, and thanks for letting us know!

You seem to have done a ton of fantastic troubleshooting at this point. No worries! We will be more than happy to assist you further. Please try to update the software on your Roku device. In addition, is this happening on all contents and channels, or is it isolated? (Specify)

We hope this helps, and we'll wait for your response.

Kind regards,

John

[pparkhill]

On 12/10 same thing happened to me.  I've contacted NFL to no avail.  Obviously, the Roku and NFL updates were the first thing all of us tried.  This is a widespread problem and neither company wants to help.  I sign in with my username and password and there is no recognition that I am subscribed.  This is an expensive product and incredibly frustrating.  

[RokuJohnB]

Hi @pparkhill,

A warm welcome here in the Roku Community, and thank you for keeping us posted!

We'd like to investigate further this issue that you're having. May we know what troubleshooting steps you have taken so far?

With detailed information, we will be able to assist you further.

Thanks,

John

[pparkhill]

I've tried updating the Roku software, there is no update.  I've tried different Roku devices (I have 4).  I've signed out of the App and uninstalled it.  Done a restart and re-installed.  Tried signing back in.  No matter what I do the app doesn't think I'm subscribed.

[gpclipper]

I'm also having this issue on both Roku Ultra and Roku 3. I've updated software, uninstalled app, restarted system, reinstalled app. Nothing works. BTW I also have an Apple TV box and connected that to my set and no problems with NFL app there or on my tablet. Appears to be a Roku issue.

Any other thoughts? I have a support ticket posted with Roku and NFL.

[RokuArjiemar]

Hello! @gpclipper,

A warm welcome from the Roku Community!

We're sorry to hear that you are having issues right now with the NFL channel. As you’ve gone through troubleshooting steps, and confirmed that your Roku device is up to date, and all other channels are working normally, we’ll need to get you in touch with the channel publisher directly for further assistance here. Please contact them directly to follow up, and let them know what troubleshooting steps you’ve already attempted.

Thanks,

Arjiemar  

[baker2gs]

I have tried the same troubleshooting steps, uninstall, reboot, reinstall. I've even tried to update the DNS server at my router to Google and I have also tethered my Roku to my phone. I believe I've isolated it to the app itself.

Like others shared, NFL support is about as helpful as their garbage product. The app runs fine on my mobile devices. I have requested a refund for NFL+ and that appears to be equally as difficult to resolve.