Solving playback issues

[Haley1618]

This is in reference to a thread that was marked solved last November but it was mentioned that if any users needed help to start a new thread. 
My pbs kids app says “server error: code 500.” It has said this every time I’ve tried to get on for months now. 
Using info from the previous thread I completed the following steps:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel
   
   

However I am still having the same problem. 

[RokuRiamie-D · Accepted solution]

Hi @Haley1618,

Welcome to the Roku Community!

Thank you for informing us about the Server Error: Code 500 on your PBS Kids channel. We also appreciate your efforts in troubleshooting the issue. No worries, help is here.

We recommend you try the following:

1. Channel update
   > Highlight the app
   > Press the star (*) button on your Roku remote
   > Check for updates
2. Network connection reset: This will help you to clear the cache.
   > Select Settings
   > Select System
   > Advance System Settings
   > Network connection reset
   > Reset Connection
3. If you have another Roku TV or device, try to replicate it if the issue occurs.

If the issue continues, we suggest you try contacting the PBS Kids channel support directly for more assistance.

Thank you for your cooperation.

Cheers,
The Roku Community Team

[Haley1618]

The issue has continued and I have contacted PBS kids channel support.

[RokuRiamie-D]

Hi @Haley1618,

Thanks for keeping us posted. We want to take a closer look into this issue.

Have you tried accessing the PBS Kids app using another or a non-Roku device? If not yet, we recommend you try and let us know if the issue occurs.

We look forward to your response.

Cheers,
The Roku Community Team

[Haley1618]

Yes I have tried on other devices and it works there. It's just on my TV.

[RokuRiamie-D]

Thank you for your response @Haley1618.

When you said other devices, were you referring to a non-Roku device, or do you have another Roku device that is working with PBS?

If it only works on your non-Roku devices, please provide us with the following:

• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We will wait for your response.

Cheers,
The Roku Community Team

[Haley1618]

Hello, see my answers below:

I only have one Roku device. I can get the PBS App to play shows on my phone, laptop and tablet. 

Device Model: TCL Model 65S41R

Serial Number: X012002EHVP1

OS Version: 14.1

Channel build version: Version 6.6, Build 0

I don't know where to find the Tracker ID. Please let me know if you need any more info. 

[RokuRiamie-D]

Thanks for providing your device information @Haley1618.

To locate the tracker ID, you can use your Roku remote's microphone button and say "Get Tracker ID," or press the Home button 5 times and the Back button 5 times in quick succession.

Thank you for your cooperation.

Cheers,
The Roku Community Team

[Haley1618]

Ok, I think that gave a few updated numbers from my last reply. Here is the updated info with the tracker/issue ID:

Model: G138X- Roku TV

Serial Number X012002EHVP1 (SOJUH38EHVP1)

Software Version 14.1.4, build 7709-CG

GC Version 12.11.13

Timestamp: 2025-02-14T)5:0435Z

Issue ID P1-063-664

[RokuRiamie-D]

Thanks for providing the additional details @Haley1618.

We have sent your information to our Roku team for review. We appreciate your patience and cooperation as we address this matter. We will keep you updated as soon as we have more information.

If possible, could you please take a photo of the TV screen displaying the error you encountered? Thank you for your understanding.

Cheers,
The Roku Community Team