Solving playback issues

[gregg827]

Hi all,

I tried to access CNN via the Roku player as I usually do, and today there was an update about their "new and improved" menu. However, it's not improved; I can't access anything and just see a black screen with some menu text, but no pictures. 

Any help?

Edit: It doesn't work on my Roku TV either!

[Smrliving]

Any help

[RokuEmmanuel-D]

Hi, @gregg827.

Thanks for reaching out here in the Roku Community!

We see that you're encountering an issue with CNN. Rest assured that we're dedicated to getting you back on streaming CNN so you can start watching the shows you love. 

Have you tried checking if this is only happening to CNN? If not, we recommend trying other channels if they also experienced the same issue. Also, if you noticed that this was happening only to CNN, we suggest trying the troubleshooting steps provided below: 

1. Remove the channel: Highlight the channel tile on your home screen and press Star  * to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: You can refer to the instructions below on how to reboot your Roku. 
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

If you happen to see that CNN is not the only channel that is experiencing the issue, below are the suggested workarounds that can help you resolve the issue: 

Restart your router

Unplug your router and plug it back in, and in other cases, you may need to press a reset button on the device. For help, visit the website of your ISP or router manufacturer or contact them directly.

Restart your Roku device.

To restart your Roku device, unplug the power cable, wait a moment, and reconnect it. Alternatively, you can use the following steps to restart it from the Settings menu.

1. Press Home  on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

For more comprehensive troubleshooting, visit this support article: How to resolve a channel playback issue.

Let us know if this works for you. 

All the best,
Emman

[Tigger74]

Same here. They broke something today.

Re-starting doesn't help.

Delete/reinstall doesn't help.

All other apps stream fine. It's not us!

[gregg827]

Good to know I'm not the only one! 

I tried everything the internet said to do (restarted router, etc). Disney+, etc is fine; only CNN isn't working.

[bbbl]

Deleting CNN, restarting, adding CNN back in did not work for me

[gregg827]

Of course I tried all of this before posting here. It's the CNN Roku app's fault; everything else works fine!

[LincolnA]

It happened to me just day too. I’ve tried everything, deleted and reinstalled, unplugged and plugged router/modem and tv back and nothing, still doesn’t work. Please provide us with a fixable solution for it! 
thank you 

[LincolnA]

This solution is not working, it doesn’t fix the issue! All of it happened today after a new update on their navigation menu! Please find a solution for it 

[Deanasme]

I tried everything too and its now working.  HELP.