Solving playback issues

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NFL + unable to access and keeps returning to Roku homescreen

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.

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16 REPLIES 16
makaiguy
Community Streaming Expert

NFL + unable to access and keeps returning to Roku homescreen

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.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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CBlackmer
Newbie

NFL + unable to access and keeps returning to Roku homescreen

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

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RokuJohnB
Community Moderator
Community Moderator

NFL + unable to access and keeps returning to Roku homescreen

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

John
Roku Community Moderator
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pparkhill
Newbie

NFL + unable to access and keeps returning to Roku homescreen

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.  

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RokuJohnB
Community Moderator
Community Moderator

NFL + unable to access and keeps returning to Roku homescreen

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

John
Roku Community Moderator
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pparkhill
Newbie

NFL + unable to access and keeps returning to Roku homescreen

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.

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gpclipper
Reel Rookie

Re: NFL + unable to access and keeps returning to Roku homescreen

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.

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RokuArjiemar
Community Moderator
Community Moderator

Re: NFL + unable to access and keeps returning to Roku homescreen

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  

Arjiemar
Roku Community Moderator
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baker2gs
Reel Rookie

Re: NFL + unable to access and keeps returning to Roku homescreen

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. 

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