Solving playback issues

[RokuEuniceL]

Hi @baker2gs,

Greetings from the Roku Community!

We understand you are having problems streaming NFL on your Roku device. We would be happy to look further into this issue, but we need more details. Kindly provide us with the following information:

1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
2. Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
3. Tracker ID when this issue occurs (when you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID).
4. Troubleshooting steps that are taken and a complete description of the issue.

We'll be waiting for your response.
Best regards,
Eunice

[baker2gs]

Do you want me to post that here or DM it to you?

[RokuEuniceL]

Hi @baker2gs,

Thanks for the quick response!

You can post it here in the Roku Community, but you can also send it to us privately by selecting the name of a user. Once redirected to the profile, select the option "Send this user a private message."

You can send the information to us however you like, and we'll be glad to further assist you.

Kind regards,

Eunice

[gpclipper]

Just an FYI, I ended up sending a video of the problem to the NFL support staff. Haven't heard back from them yet, but this morning I tried getting into the NFL app and it worked. Not sure why but it appears to be functioning again.

[baker2gs]

@RokuEuniceL 

Issue report tracker

Model: 4662RW - Roku Ultra LT

Serial number: YJ000E388896 (0460D0388896)

Software version: 12.5.0 • build 4178-46

GC version: 10.4.45

Timestamp: 2023-12-30T17:25:28Z

Please use issue ID 96-523-765 to report the current issue.

[baker2gs]

@gpclipper the video is a great idea. Their level 1 support is not very helpful. I tried it this morning and even did a uninstall, reboot, install and it still doesn't work. 

[RokuJanadeeK]

Thanks for the follow-up, @baker2gs.

No worries We have collected and forwarded the following details to the appropriate Roku team for review and further investigation. We appreciate your patience and understanding in the meantime.

Let us know if you have further inquiries regarding this.

All the best,
Janadee