Solving playback issues

[ZeeshM]

I have done the steps of system reset deleting and installing the app the channel lets me browse but won’t let me play. 

I have a model 7223X Roku TV

version 14.04 issue ID 86-490-949

[RokuEmmanuel-D]

Hi, @ZeeshM.

Welcome to the Roku Community!

We're glad you reached out to us directly to inform us of your concern about the Roku Channel's playback issue. We'd be delighted to help you sort this out. 

Try the following steps below:

• Could you let us know if you have tried rebooting your router? If not, you may try unplugging it for several seconds and plugging it back in to see if it does the trick.
• If it's still not working, connect your Roku to a different internet connection, such as a mobile hotspot, and observe if the issue persists. 

If all the suggested steps do not work, the problem could also be at your location; tell us where you're currently located so we can isolate the problem even further. 

We're looking forward to hearing back from you. 

Thanks,
Emman

[ZeeshM]

Hey thanks for getting back to me! 
I’ve tried all the steps you mentioned and attempted a different approach such as hot spot on different mobile devices. It has not worked. 

I am based of Ontario Canada. 
thank you 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @ZeeshM.

To help us investigate further, could you send us your device details so we can take a closer look at it?

Such as...

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

In the meantime, try launching the app again and see if you can reload the contents. If the issue persists, please provide a short video or photo of the exact behavior of the issue. 

We are looking forward to your prompt response. 

Thanks,
Emman

[ZeeshM]

Hi 

model 7223x 

issue ID: 86-498-140

software version 14.0.4 

build 12221-38

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @ZeeshM.

We appreciate your effort to supply all the information for this investigation. Rest assured that we'll forward this over to the team. 

In the meantime, we would recommend doing a reboot to your Roku device to see if the issue will be resolved. To do that just head over to the steps below for guidance.

1. Press Home  on your Roku remote
2. Scroll down and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step
5. Select System restart

Thanks for your continued support and patience,
Emman

[ZeeshM]

I have done the suggested several times with no results. Can you follow up with me regarding the details I provided that your team was to look into 

[RokuEmmanuel-D]

Thanks for the update, @ZeeshM!

We appreciate you getting back to us. Could you please provide us with additional information below?

• Are there any error messages when trying to stream? Please provide a photo if there's any.
• Are you experiencing this on all contents inside the channel?

We are waiting for your prompt response. 

Thanks,
Emman

[ZeeshM]

I can get into the channel select a show and when I press play it freezes doesn’t load 

there is no error message there is nothing that would show me why I cannot load it. 

I have deleted the app and reinstalled I’ve rebooted the way you suggested with the same steps and it’s still the same situation 

[ZeeshM]

I have two Roku tvs and both TVs are experiencing this! 

no matter what show or movie inside the channel I pick. 

every other streaming app works fine (Netflix, prime, Disney)