Solving playback issues

[Yana]

We are having the same problem with our Roku.  We have a Roku tv and that one works perfectly.  We have an Insignia TV with Amazon Fire installed.  We installed a Roku thumb drive and prime works.  I have a sharp tv and the Roku box and prime loads but when you push play you get video without any sound. 

[RokuTakashi]

Hi, @Yana

Greetings, and welcome to the Roku Community.

Thank you for reaching out to us. We appreciate you taking the time to share your information with us. In order for us to provide you with the best possible assistance, we kindly request that you provide us with the following details. Your cooperation will help us to resolve your query more efficiently.

• What specific device you are having issues with?
• When did you first encounter the issue?
• Troubleshooting steps performed in an attempt to resolve the issue?
• Does the issue only happen with Prime, or have you noticed it with other channels?

With more details, we can further assist you with this. Keep us posted.

Best wishes,
Kash

[jennypbg]

Hi, I’m having the same issue. Did any e resolve this?

[RokuTakashi · Accepted solution]

Hi, @jennypbg

Welcome here to the Roku Community.

We understand that you're having an issue with the Prime Video app, and we're here to assist. With this issue at hand, kindly follow the troubleshooting steps provided below:

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue you are facing continues to persist even after performing the provided troubleshooting steps, you may want to reach out to the channel provider's support team directly. They will be able to provide you with a more specific and detailed solution to the issue you are experiencing. The reason for this is that most channels on the Roku platform are created and maintained by the channel providers themselves. Hence, if there is an issue with a particular channel, it is likely that the channel provider has more information about it and can provide a more effective solution. 

Best wishes,
Kash

[Nobody22]

Having the same problem. Followed all troubleshooting steps, but outcome was the same. Is this an Amazon problem or Roku problem? Because to me is seems like it’s both until it works. 

[Nobody22]

As stated above. I’ve already tried all that. 

[Nobody22]

Worked yesterday, now it does not work anymore. Again, no worky worky. 

[RokuEuniceL]

Hi @Nobody22,

Greetings from the Roku Community!

We understand you're also having streaming problems on the Prime Video app on your Roku device. Have you tried contacting Prime Video's customer support team to report the issue? Please update us here on how it goes.

If the issue persists after reaching out to them, please provide the details below so we can escalate this to the appropriate Roku team:

1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
2. Tracker ID. When you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID.

We'll be waiting for your updates.

Best regards,
Eunice

[RosetteStudios]

This is clearly a Roku issue since prime works on everything except Roku.  Many have tried the steps to remove and readd with reboots in between etc to no avail.  We can't trust that Amazon or Roku will admit fault, but logic tells us, if it works everywhere but one place, that place is the problem.

I'm just going to not use Roku anymore, I've had these same issues with the Disney channel on Roku also.  Roku won't fix it and don't appear to care that most of their customers can't use apps, leave them for any other service.  If they gave a dang, they would call Amazon and fix it themselves instead of asking customers to do their job for them.

[Nobody22]

Exactly, thank you. Come on Roku!