Solving playback issues

[RokuRiamie-D]

Hi Everyone!

Thank you for the updates!

Our Roku team is aware of this issue. In the meantime, we recommend you try restarting your Roku device by following the steps below:

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

If the issue continues, please provide us with the following:

• Exact behavior of the issue and errors
• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We will wait for your response.

Cheers,
Roku Community Team

[venezim]

I restarted the TV as you described, and I see the exact same issue as before. Start the Paramount+ app, it shows the Paramount+ full screen logo for about 3 seconds and then drops right back to the home screen.

TCL model: 65R648

Hardware ID: E102X

Serial number: X00600WYLTXE

Software version: 13.1.4 build 1514-AH

Device ID: S09FY15YLTXE

GC version: 12.6.32

Tracker ID: XE-107-432

Channel version 9.6 build 20250228

[kwraffensperg82]

I have a Roku Streaming Stick 4K and I am having the exact same issue that everyone else is commenting on.  Removing the app and reinstalling app does not help.  Unplugging and re-plugging in the Roku does not help.  Checking for app updates does not help (my build is 20250228).

[RokuRiamie-D]

Welcome @kwraffensperg82,

Thanks for letting us know that you cannot open the Paramount Plus app on your Roku Streaming Stick 4K. We worry; we have already coordinated this with our Roku team.

To help us investigate the issue further, please provide us with the following:

• Roku device OS version and build.
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We will wait for your response.

Cheers,
Roku Community Team

[rwkd]

Tried the restart thing but no change. 

System details: Model 3960X-Roku Express

                          Serial# X02600FPRGAE

                          Device SOKC328PRGAE

                          OS 13.0.0 Build 24056ED

                          Tracker ID AE-108-995

                          Version 9.6 Build 20250228

[RokuRiamie-D]

@rwkd,

Thanks for providing the Roku device details. We will forward this to our Roku team for review. Your patience would be appreciate as we work on this matter.

Best,
Roku Community Team

[kwraffensperg82]

Model:  3820X - Streaming Stick 4K

Serial Number:  X017005081A0 (S08Y418081A0)

Software:  14.0.4

Build:  12221-CU

GC Version:  12.11.13

Tracker ID:  A0-109-281

[RokuRiamie-D]

@kwraffensperg82,

Thanks for providing the Roku device details.

This has been forwarded to our Roku team for review and we'll update you as soon as we have more information about this.

Best,
Roku Community Team

[SpezmanNJ]

I've gone through all these troubleshooting steps and it still will not load.  This is a new issue but I'm using the original post to reopen it.  The model is a 3810x.  Paramount Plus closes after launching it. But it works on another Roku device.  It works on a 3600x but not the 3810x

[Fluffy21]

I tried everything. All the troubleshooting steps & it just takes me back to homepage.

HISENSE model: 75U800GMR

Hardware ID: E201X

Serial number: X00600PYWNYY

Software version: 13.1.4 build 1514-CL

Device ID: SO5RY17YWNYY

Tracker ID: YY-110-526

Channel version 9.6 build 20250228