Solving playback issues

[potatoes63]

    My paramount+ shuts off at the end of a commercial. The error message says some thing went wrong try again later. This happens on the 1923 show.

[RokuRiamie-D]

Hi @potatoes63,

Thanks for posting in the Roku Community!

We appreciate you letting us know that you are getting an error message on your Paramount Plus app when you are streaming the 1923 show. No worries, help is here.

We would like to know if you have tried playing other content besides the 1923 show to see if the same issue occurs. If you haven’t, we recommend checking other content and also the other application.

In either case, we suggest you try the following:

Restart your Roku device:

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 details, please visit our Roku support article: Issues playing shows and movies on your Roku device.

Please keep us posted.

Cheers,
Roku Community Team

[danielblanchard]

Same issues here:

We are also having the same issues with JUST our ROKU TV. All other TV's and devices play it fine. 

Here is our Model info:

Model: 50R4AX

Hardware ID: G846X

Serial number: X01200UJWSX9

Software version: 14.0

Device ID: S0NS43CJWSX9

Please advise what to do. We have done all updates to TV and App. We have system rebooted, we have installed and reinstalled app and still does not work on this device.

[Cherry87]

3-12-25

Posting this for others out there. Received same error. Occured across all Apps. Most likely internet connection.

Short& sweet version: 1. Move TV towards wherever your internet router is within your home. 2. Unplug and plug your TV back in. 3. Try plugging TV directly into wall outlet. I did all of these and it worked- knock on wood.

Longer version: I just switched Internet providers and I'm guessing Xfinity is not as great as Verizon. I did a few things - not sure which one worked. I moved my TV over towards my wall to plug it directly into wall outlet (vs power strip). In doing this I didn't realize I moved my TV towards our Internet router- mom lives on first floor and I live on the second floor of our single family home (Which is GOOD THING). Anyways you get the point. Good luck all!

[RokuRiamie-D]

Welcome @danielblanchard,

Thanks for letting us know that you're having an issue with the Paramount Plus app on your Roku TV. We also appreciate the troubleshooting steps you have tried to fix the issue.

Could you please tell us the exact behavior and the error that you are getting on this app? This will help us to investigate the issue further.

We will wait for your response.

Cheers,
Roku Community Team

[sandriemme]

Do you guys have any solution for this? 

[RokuRiamie-D]

Hi @sandriemme,

Greetings from the Roku Community!

Our Roku team is already working on this issue. In the meantime, we recommend you try the following:

Update the app:

1. Highlight the app
2. Press the star (*) button on your Roku remote
3. Check for updates

Restart your Roku device:

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 let us know.

Cheers,
Roku Community Tean

[sandriemme]

All of the mentioned options have been done more than once. 

[RokuRiamie-D]

Hi @sandriemme,

Thanks for your response!

We have followed up with our Roku team about this and will inform you as soon as we have an update. Your patience would be appreciated as we work on this matter.

Thank you for your understanding.

Cheers,
Roku Community Team

[RokuRiamie-D]

Hi @sandriemme,

Greetings from the Roku Community!

Update: Our Roku team would like to know the following:

• Are there non-alphabetic characters in your Paramount Plus username? (for example, having emoji)
• When you launch the Paramount Plus app, do you see the Who’s Watching screen to select your profile?
• Please provide us a Photo of the "Who’s Watching screen"
  How do I insert an image in a post?
• Channel build version of the Paramount Plus app
  > Highlight the app
  > Press the star (*) button on your Roku remote
  > Check for updates
  

We look forward to your update.

Cheers,
Roku Community Team