Solving playback issues

[Mikes8582]

I did all the trouble shooting nfl told me to do and reset my roku, Uninstaller and re installed the app and it starts to load with the blue screen and nfl logo then to a black screen with the loading circle and then kicks me out to the roku home. The app loads maybe 5-7 seconds then kicks me out

[RokuJharra-Q · Accepted solution]

Hi there, @Mikes8582. Welcome to the Roku Community!

Thank you for reaching out. We are glad to help you with the issue you're experiencing with your Roku device. If you're having trouble with playback on your Roku device, it could be due to a network problem or an issue with a specific channel.

To get things sorted, here are a couple of steps you can try:

1. Restart your router
   - You might need to check the instructions from your internet service provider or router manufacturer for the best way to restart your router.
2. Restart your Roku device.
   - Simply unplug the power cable, wait for a moment, and then plug it back in.
3. You can also go to the Settings menu and follow these steps:
   -Press Home on your Roku remote
   -Scroll and select Settings
   -Select System
   -Select Power
   -If you don't see a Power submenu, move on to the next step
   -Select System restart.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.

Best regards,
Jharra

[Mikes8582]

None of that worked either

[RokuTakashi]

Hi, @Mikes8582 

Thanks for posting here in the Roku Community.

We noticed on your post that you have attempted to troubleshoot the issue with the NFL app that does not work on your Roku device, and we appreciate your efforts. For this matter, we'd like to know more about how we can help you address the issue. Can you please provide the following details below:

• What specific Roku device you are having issues with?
• Do you receive any error codes when trying to access the NFL app?
• Have you tried updating the NFL app as well as your Roku device? (To update an app, highlight the app then press the star (*) button. Then, select the "Update app" selection. To check for Roku OS updates, navigate to Settings > System > Software Update > Check Now).

Keep us posted on this, and we'll further assist you.

Best wishes,
Kash

[Burfalurf62]

I am having the exact same issue. The app starts to load then just crashes back to the home screen. Neither NFL or Roku support has been any help at all. Hopefully whatever the issue is, it gets fixed. Right now, I'm paying for an app that doesn't work and that's the most frustrating thing.

[RokuEmmanuel-D · Accepted solution]

Welcome, and thanks for sharing it here in the Roku Community, @Burfalurf62.

We notice you also have an issue with NFL that crashes back to the home screen. No worries; we're here to take care of it for you. 

Kindly let us know about...

• Are you also experiencing this issue with other channels?
• What troubleshooting steps have you taken so far to resolve the issue? 
• Is this the first time you encounter this issue? 

In the meantime, try the troubleshooting steps provided below: 

Restart your Roku device

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

1. Scroll and select Settings.
2. Select System
3. Select Power. If you do not see a Power submenu, skip to the next step.
4. Select System restart

You may also...

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.
   
   • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. Read the detailed article about removing a channel to help identify this type of subscription channel.
2. Restart your Roku device: Refer to earlier instructions to restart your Roku device.
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
   
   • Note: If you add a subscription channel billed to your Roku account, you must resubscribe.

Check out here for more troubleshooting in solving playback issues. 

Let us know about it, and keep us updated.

All the best,
Emman

[REDDDAWG23]

I keep seeing all these people saying. Fix the app by resetting your router resetting your TV. Resetting that, it's the app. It's flawed, it takes 8 to 10 seconds to load the **bleep** title page. And every time you click to go to another page. It takes a whole long time to load that. I have 800 mps speed...and it's the only app on my home screen that behaves like this...please FIX!!!!

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @REDDDAWG23.

We understand that all the suggested troubleshooting steps did not resolve the issue you're experiencing. We'd like to investigate further to determine the root cause of the problem. 

For the thorough review to kick off, please supply us with more information about: 

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the App, then press the Star * button on your Roku remote)

We will forward all these details to the appropriate Roku team for a more comprehensive investigation. 

We look forward to your prompt response and look closely into this issue. 

All the best,
Emman