Solving playback issues

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Retrieving……can’t change channels without turning tv off and starting over

Retrieving…………and nothing…. When we initially turn on and choose a show, everything powers up beautifully! Once you try to change the channel, it goes to home/menu, you can choose another show, then RETRIEVING….and black screen! We have to turn everything off and start over! Both TVs we tried on

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Retired Moderator

Re: Retrieving……can’t change channels without turning tv off and starting over


Thanks for the post.

Can you please provide more specific information about the issue you are experiencing? Does this happen only on a specific channel or does it happen across all channels? If this is happening only on one channel, have you tried removing the channel, restarting the device, and then adding the channel back again to see if you are still seeing the issue occur?

If you are still unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.


Danny R.
Roku Community Moderator
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