Solving playback issues

[Brianh60]

I have a 2024 Sony Bravia 8 which includes a Roku App with service. It has been functioning fine for more than a month. Recently the Roku App has been acting normal until you select a channel.  It converts to a black screen for a few seconds and then gives a Playback Error. Occasionally the Johnny Carson TV channel will play, no matter which channel the selector in the Live TV Guide is resting on. I have rebooted everything: TV, Roku App, Router, Modem, but to no avail.  Any suggestions?

[RokuEmmanuel-D · Accepted solution]

Thanks for your first post here in the Roku Community, @Brianh60.

We understand that the Roku Channel on your Bravia TV gives a playback error when trying to stream, and we'd like to assist. 

Try this...

• Could you please try connecting your Bravia TV to an alternative connection, such as a mobile hotspot, to see if the playback error disappears?
• Also, you haven't mentioned that you have tried removing the app, then performing a system reboot on your Bravia TV afterward, and lastly, reinstalling it again. Have you given this a try to see if it'll do the trick?

In the meantime, we would appreciate it if you could provide a picture or a short video of the incident.

Please keep us posted and let us know what you find out. 

All the best,
Emman

[Brianh60]

Thanks,

Connecting my Bravia TV to a hotspot worked.  Unfortunately I can’t leave it there.  What does this mean about my router, modem, or ISP? Obviously it is one of them causing the problem.

Also, I have no clue how to post pictures or videos here; Sorry.

Thanks,

Brian

[Brianh60]

Hello,

I forgot to mention that I had uninstalled the App, rebooted the Bravia, and installed the Roku App again, to no avail.

I also forgot to mention that recently I replaced my router with a TP-Link AX11000.  Could there be settings in the router that I need to adjust?

Thanks,

BrianH

[RokuTakashi]

Hi, @Brianh60 

Thanks for keeping us posted.

Based on your post, you mentioned using a hotspot that worked with the Roku channel. The problem seems to be that your internet service provider assigned you an IP address different from your current location.

We would advise you to contact your ISP (Internet Service Provider) and consult regarding your network connection where it blocks certain contents or applications.

We hope that this will be sorted out soon.

Best wishes,
Kash

[Brianh60]

Thank you,

Before I do that though, why is it that all my other Roku TV and Roku Sticks work and they are all on the same network and modem?

Thank you,

BrianH

[Brianh60]

Hello,

I don’t know if it’s related, but I switched the IPv6 LAN setting on my AX11000 from SLAAC+Stateless DHCP to DHCPv6 and everything seems to be working.

BrianH

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Brianh60!

We really appreciate that you have reported this to us and are glad that everything is back on track now. Please know that we're always here to support you if you need further help. 

Thanks for your continued participation here in the Roku Community!

Happy Streaming!💜

Thanks,
Emman