Solving playback issues

[RokuERey]

@RosetteStudios,

Thanks for keeping us posted!

We're sorry for the delay in our solution to this. I see your report and the details you've provided regarding this.

We still don't have any further updates about this.

Thank for you your patience and understanding!

Regards,
Rey

[RokuERey]

@Nobody22,

Thank you for the report!

We understand the situation. The information requested by @RokuEuniceL is required in order for us to provide an update to the appropriate Roku team.

We'll be looking forward to hearing back from you.

Regards,
Rey

[cpshifflett]

I am having the same issue.  I have 3 Roku devices.  2 work fine.  1, the Prime app loads but then get a message that Something went wrong.  I have removed the app, rebooted, and reinstalled the app with no change.  This is frustrating.  I have a relatively new Roku streaming stick 4k.

[Cyclist]

Will this issues be resloved?

[Cyclist]

I have an open case with Roku but no response as of today.

[RySmith]

My three Roku devices (two TCL Roku TVs and one Roku stick playing on a Samsung TV) started doing the same thing three days ago.  I have done all the same trouble shooting activities explained before in the thread and NOTHING fixes the problem.

I have also called my internet provider and Amazon and done all of their trouble shooting procedure also to no avail.

ACova first reported this problem back in December.  How can no solution have been found yet?  

ACova, did you ever get a resolution?

[RySmith]

Finally an answer that works.

Trouble shooting with Amazon, the technician had me change the wifi on my Roku TV to my cellphone hotspot.  The Prime Video app then worked perfectly.  This told us that it was not the Roku device and it was not the Prime Video app.

I called my internet provider and it turned out they had a problem the exact day that I started experiencing problems.  In there resolution of their problem, various subscribers' account had "filters" affixed to their accounts.  The technician manually removed those "filters", had me reboot my router and everything worked perfectly. 

[DavidOrtiz]

This exactly what happened to my prime video on Roku however, when I removed app then proceeded to pair remote again to reinstall app it wouldn’t update software and now my Roku isn’t responding g at all except for a purple blank screen keeps saying try again later error 007

[Jessiemay]

I have been having this exact issue since June 19, 2024. I called Amazon Prime at least 4 times and they could not fix this issue and said this is an issue with Roku. 

I will also add that every single other app channel works great. 

This is super frustrating and I might have to pitch Roku all together. 

[RySmith]

I had the problem but was able to fix it.  A Prime technician had me change my wifi on my TV from my home internet connection to my cell phone hotspot.  When I did this, the app worked just fine.  This told us the problem was not Amazon nor Roku.

I called my internet provider and, sure enough, they had placed some sort of filter on my account that was causing the problem.  One they removed those filters, everything worked fine.

If you have the ability to change your wifi either to your phone or some other provider temporarily, you may be able to determine if it is your internet provider.