Solving playback issues

[rmb93021]

recently received the 4k stick and have no problems with all my streaming channels except for Netflix.  Netflix will not load properly and constantly gives UI-800-02 error code.   Tried deleting app, reinstalling, factory reset, all other options, nothing works.   Netflix works fine on my other roku devices and smart tv's.   roku said they would call me back, but no response.  anyone else find a solution for this ?

[rmb93021]

i constantly get error UI-800-02 when i try to start Netflix on my Roku 4k streaming stick.   No issues with it running on older roku devices that i have on other televisions.   all applications work just fine, except Netflix.  Called Samsung, they said it was Netflix, so called them.  Netflix said it was Roku and when i called Roku they said that they needed to investigate and would get back to me within 24 hours.  Unfortunately no one got back to me.

Does anyone have any idea how to fix or get Roku to do what they say and resolve this?   I would appreciate any help.  (prior post had wrong error code that is being displayed)

[rmb93021]

error code i am getting is ui-800-02 NOT ui-800-01.    STILL NO RESPONSE FROM ROKU !!!!!!!!!!!!!!!

[RokuJharra-Q · Accepted solution]

Hello, @rmb93021!

Thank you for posting here in the Roku Community!

We understand that you may encounter issues with your Netflix channel. This error happens when there is an issue with the data stored on your device, which stops Netflix from playing.

Here's how you can fix the issue:

Restart your device:

• Turn off your Roku device. Unplug your device's power cable.
• Make sure your Roku device is completely off, not just in sleep or standby mode.
• Leave your device off for 15 seconds.
• Turn on your Roku device and try Netflix again.

For additional troubleshooting steps, please visit our support page on how to resolve a channel playback issue.

Please keep us updated on how it goes!

Thanks,
Jharra

[rmb93021]

I've tried that multiple times and Roku support has had me perform perform factory reset, delete the application, reinstall application, turn everything off turn everything back on multiple times, Netflix still shows the same error and support had me provide the internal error codes.  They indicated they would respond within 24 hours, but that time has come ne and gone with no resolution or contact.     

Please assist

[RokuJharra-Q · Accepted solution]

Thank you for your update, @rmb93021!

We appreciate the time and effort you've put into resolving this Netflix issue. Please note that since this issue is specific to Netflix, we suggest contacting their customer support team, Netflix ContactUS, for further assistance and clarification. It's important to know that the majority of content on the Roku platform is provided and managed independently by the streaming channels' providers.

Thank you for your understanding and cooperation.

Best regards,
Jharra

[rmb93021]

I contacted netflix, who told me to call Roku as the problem only occurs on the Roku ultra 4k stick.   I provided the error codes to Roku support, but no one has followed up.   Passing the buck back to Netflix doesn't help.   I called Netflix who had me call samsung, samsung had me call roku, initially, roku had me call netflix who in turn told me to call roku.  roku finally admitted there was a problem with the roku ultra 4k stick but no one is taking 'ownership' of the problem to get it resolved.

Please get someone in roku technical team to review the information provided to roku support and of course, if they need more data, i would be happy to share the entire page that shows all the error data on the roku device.

Please assist other than telling me to call someone else !!!!!!!!!!

[rmb93021]

as a side note, others have had to uninstall/reinstall, or reset their roku device to get it to work with netflix, but none of their resolutions work for me.  the fact that they experienced the same errors and after doing the above got their device to work properly demonstrates that the problem is with roku not netflix.

[rmb93021]

this is from the Netflix site: Netflix Error ui-800-2

Netflix has encountered an error. Retrying in [X] seconds.
Code: ui-800-2

This error happens when an issue with data stored on your device stops Netflix from playing.

To fix the problem:

Restart your device

Sign out of Netflix

Contact the device manufacturer

If you use a Samsung TV or Blu-ray player:

Contact Samsung

i can't get the device past the point where i can log in, so i can't log out !!   I have followed all recommendations above,,and need assistance from Roku !!!!

[Timry2]

I’m having the same issue.  Just received a new 4K stick and I cant get Netflix to load to even sign out.  Can someone give us a code to access a hidden menu to delete the login information for Netflix.   All of the other apps work, and Netflix still works on my older streamers.  I will be returning the 4K stick and going back to the older stick