Solving playback issues

[AmyI]

We have 2 smart TVs and 3 Roku streaming sticks or Express. The one in the master bedroom is the one that won’t load. This happened after our internet was disconnected for hours from a storm. I tried to connect to my hotspot but I must be doing something wrong cause I got a big red  X. we have company and a lot of devices  connected to our routers. We have an Orbi with 2 satellites. One satellite is just outside the bedroom but a lot is connected to it but this has been for a week and there were no problems before the outage we will reboot when work from home isn’t happening  

[Roozijoon]

I am also facing the same issue all of a sudden.

checked signal strength: all good

restarted Modem, router: not fixed

reset wireless sertings: not fixed

restarted Roku: not fixes

Roku team: any help?

[SuspectResidue]

@Roozijoon, they've let this thread sit since January. They have no intention of replying with anything helpful. Just move on, like many of use, to another streaming device.

[RokuTakashi]

Hi, Community users.

Thanks for posting regarding the issue you've encountered with your Roku not opening any streaming services.

We'd like to collect for further details so our team can investigate on this issue. Kindly provide the details below:

• When did you first encountered this issue?
• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by 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, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have this information, our team will be able to review this case, and will work on a solution.

Best wishes,
Kash

[JETEXAS]

I just moved and went from AT&T Fiber to AT&T Air and the Roke has network connection and internet on the Air but can’t get past the loading screen for any app except PBS kids. It still works fine tethered to my phone, but the new AT&T Air router seems to be blocking all the apps. WiFi works on all the phones, computers and tablets, just hates the Roku. And I can still search and use all the Roku functions right up until I open an app, then it just hangs forever or it tries to update the app and then can’t.

[RokuTakashi]

Hi, @JETEXAS 

Thanks for posting, and welcome to the Roku Community.

We understand the issue you have encountered with your Roku device that doesn't open any streaming services once you've switched your internet service provider. 

We would recommend trying to connect to an alternative network connection, such as a mobile hotspot, to see if you're able to open any channels/apps on your Rok device. If you are successful in opening an app using your mobile hotspot, it is an indication that the issue may be rooted in the internet service provider. If this is the case, you may want to contact your internet service provider directly and inquire about the issue you have encountered so they can provide a workaround to address the issue.

Keep us posted on what you find out.

Best wishes.
Kash

[Tokipepe]

Good luck talking to any live person at Customer service.

[zedzedzedzed]

I’ve not switched ISP, everything else on all other devices works perfectly, including streaming, smart tvs, iPads, mobiles, PCs, casting from one device to another. All are in the same network, some on WiFi, some ethernet, all function perfectly…except Roku.
This is a Roku issue and judging by the number of posts about the issue you are well aware as a company about this issue and have not chosen to investigate and issue a fix.

I’ve now had to replace the Roku with an Amazon fire stick and will tell all that I meet how bad Roku has now become; an expensive piece of junk for the bin.

[zedzedzedzed]

@RokuTakashi 

’ve not switched ISP, everything else on all other devices works perfectly, including streaming, smart tvs, iPads, mobiles, PCs, casting from one device to another. All are in the same network, some on WiFi, some ethernet, all function perfectly…except Roku.
This is a Roku issue and judging by the number of posts about the issue you are well aware as a company about this issue and have not chosen to investigate and issue a fix.

I’ve now had to replace the Roku with an Amazon fire stick and will tell all that I meet how bad Roku has now become; an expensive piece of junk for the bin.

[JETEXAS]

I solved my issue! My AT&T Air router combines the 2.4GHz and 5GHz networks to have the same name and is supposed to let devices connect to the appropriate network for each device but it also tries to juggle devices between the bands as their data use goes up or down. Both my Roku and Ring cameras showed connected on the 2.4GHz band but weren't functioning properly, which I think was due to the router trying to bump them up to 5GHz when they started pulling data.

I went into my router settings and gave the networks different names - Home Internet 5 GHz, Home Internet 2.4 GHz, I got all these warning pops-ups that it would disable the automatic band switching -- but that's what I wanted. 

I connected the Roku to the new 2.4Ghz only network and all functionality has returned.