Solving playback issues

[SusanS1]

I’m getting a message which reads This Video cannot be played. We’ve run into a problem while streaming “.  This applies to all channels but I can get everything except live TV

[RokuEmmanuel-D · Accepted solution]

Hi, @SusanS1.

Welcome to the Roku Community!

We appreciate you letting us know you're encountering an error while streaming Live TV. We'd be more than willing to help you get back on streaming. 

You can try the steps below to troubleshoot this problem: 

Restart your router

In order to restart your router properly, you may need to refer to the instructions provided by your internet service provider (ISP) or router manufacturer. In some cases, you can simply unplug your router and then plug it back in. In other cases, it may be necessary to press a reset button on the device. For assistance, please visit the website of your ISP or router manufacturer, or contact them directly.

Restart your Roku device

To restart your Roku device, you can either unplug the power cable, wait a moment, and then reconnect it. Or you can use the following steps to restart it from the Settings menu.

1. Press Home on your Roku remote
2. Scroll 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

For more troubleshooting steps, visit this support article: How to resolve a channel playback issue.

We hope this helps.

All the best,
Emman

[Boyerdkr]

I have the same issue.  Restarting did not help

[RokuEmmanuel-D]

Welcome, and thanks for posting here in the Roku Community, @Boyerdkr!

We understand that the provided workarounds did not resolve the issue you're experiencing. We'd like to keep an eye on this and investigate this further.

Please let us know about...

• When did you first notice the issue?
• What other workarounds have you attempted to resolve the issue? 
• What Roku device/TV is affected by this issue? 
• Have you received any recent updates? If so, could you please provide the latest software version of your Roku? 
• A photo or short video clip of the incident. 

With all these details, we'll be one step ahead in resolving this issue. 

All the best,
Emman

[Boyerdkr]

Thanks for the reply.  I finally chatted with someone from Xfinity and the admitted that there is a streaming issue on their end.

Thanks again.

Randy

[RokuEmmanuel-D]

Thanks for keeping us posted, @Boyerdkr!

We appreciate you getting back to us and letting us know that you have already sorted it out. Please don't hesitate to reach out again or create another thread if you still need further assistance. We are always committed to ensuring that your streaming experience is the best.

Best regards,
Emman

[Drew2424]

I’m in PA.  Is this a country wide issue? No one states where they are having this same issue with tvapp-00116 error all of the sudden. No luck @ even reaching any agent @ scumcast. SMH. Atrocious how in this day and time they treat their customers. 

[Boyerdkr]

Hi Drew,

Yes, I also live in Pa.

My problem was resolved around midnight last night.  Hope your issue is also resolved.

Randy