Solving playback issues

[RokuEmmanuel-D]

Thanks for the update, @Ethan99.

We appreciate you clarifying this to us. In the meantime, we will be investigating this further and stay tuned on this thread for more updates.

Please let us know if you need more help. 

Thanks,
Emman

[lorettajames]

im having the same issue and have tried all the same things they told you to do and its still showing the

same error. 

[RokuCarly]

Welcome to the Roku Community, @lorettajames!

Thanks for reporting this playback issue within Paramount+. We'd be more than willing to examine it further. 

In order to narrow down the cause of this, it would be very helpful if you could provide us with additional information such as follows:

• Is this happening on Live or on-demand shows? 
• Is your subscription bullied directly from the app or via Roku?
• How are you accessing this app? Is it directly from the standalone or via The Roku Channel?
• Is this the only app affected by this?

We'll be looking forward to your response. 

Best regards,
Carly

[Naughtycat]

I have the same issue, tried all the suggested fixes without success.

This is on on demand shows.

Billed direct to paramount 

Yes the only app.

It works fine when paramount is accessed via other devices. So looks like a paramount/Roku interface issue.

It has been working fine for the last 6 months or so but noticed it not working a couple of days ago. 

[RokuTakashi]

Hi, @Naughtycat 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for sharing with us your concern regarding the issue you have encountered with the Paramount Plus Payback error, and we'd like to gather more information so our team can review this matter further. Can you please provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
• Error Code/Message.

Once our team gathers the information, it will be investigated further.

We hope for your response in this regard.

Best wishes,
Kash

[RokuEmmanuel-D]

Hi, @Ethan99!

The relevant Roku team is still investigating this case, and we would like to request more information to investigate your concern further. 

Could you kindly share additional content from this channel that is also impacted by this issue? This would provide us with more specific details that are essential for our investigation.

We are anticipating your prompt response.

Thanks,
Emman

[Ethan99]

@RokuEmmanuel-D 

literally almost everything doesn’t work. I tried Tulsa King and 1923. I also tried NCIS since it was CBS content and not a Paramount+ original. I disabled parental controls to see if that affected it and it didn’t. However, similar to how the auto play trailer plays, if I navigate to the special/extra content in Lioness, it plays when the actual episodes don’t 

[Naughtycat]

Hi

Info below thanks

Device model 3500EU Roku stick 

Serial no 2md55t019277

Device id none

Software version 11.0.0 build 4195-09

Paramount plus version 6.3 build 103

Timestamp 2024-11-04 T20.59.01Z

Issue is 77-444-779

[RokuEmmanuel-D]

Thanks for the extra details, @Ethan99!

We will promptly forward this matter to the appropriate team for a thorough investigation and detailed report. Please be assured that we take this issue seriously and are committed to resolving it quickly so you can get back to streaming without any further delays.

Please stay tuned for more updates. 

All the best,
Emman

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Naughtycat!

We appreciate your effort in providing all the information needed for this investigation. Thanks for bearing with us in the meantime. 

We'll update this thread once a resolution has been provided. 

All the best,
Emman