Solving playback issues

[Xasroma]

Thank you. It helped me to unplug 60 seconds the Roku Ultra to clear cache. So far so good streaming for 10 minutes now. Before it was maximum 30 seconds. But fingers crossed  

[PfeifferT]

I have tried all of the recommendations with no luck. I have 2 Roku devices.  Same issue with both. I get that error code with 30 seconds of starting a football game.  Which is aggravating because I am paying for a subscription that I can't watch. It hasn't worked for over a month.  Can't get no one on the phone to figure this out. Tried NFL Support via email (which is a joke). All i get is the normal recommendations which i have done numerous times. 

[RokuEmmanuel-D]

Thanks for the update, @Xasroma!

We are so glad that you were able to get back up and running by using the workaround. If the problem continues, kindly let us know so we can help you further.

Cheers,
Emman

[RokuEmmanuel-D]

Hi, @PfeifferT.

Welcome to the Roku Community, glad to have you here!

We completely understand you're experiencing an issue with NFL, and we want to assist you in including your device in the ongoing investigation. 

Could you please provide the following information below?

• 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)

Looking forward to seeing your contributions!

Thanks,
Emman

[htwaits]

I've tried "power off for 60 seconds several times but it's never worked for me. I've also posted the requested diagnostic information here. I will post the diagnostic information again.

I've also found NFL Support to be difficult to use.

HTwaits

[ironworker]

We are having the same issue. Is this being addressed?

[User2025X]

We are also having this problem

 Been going on for over a month.

This morning we were able to run a full game to the 3rd quarter and got our hopes up, but tried another game and saw the error consistently (5 times) within 30 seconds.

I am posting the error here so anyone searching on it can find this thread.

Sorry! something has gone wrong. Looks like this video cannot be played at this time. Close.

[RokuEmmanuel-D]

Hi, @User2025X and @ironworker.

We're glad to have you with us here in the Roku Community!

Thanks for sharing your experience and letting us know you're also encountering an issue with the NFL app, and we'd like to be able to assist. 

To include your devices in the investigation, please provide the following details below:

• 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)

We are looking forward to your prompt response. 

Best,
Emman

[RokuEmmanuel-D · Accepted solution]

Hi Community Users!

Thanks for reporting this issue directly to us. We'd like to provide an update on this issue.

A workaround has been provided by our appropriate Roku team. To help you resolve this issue, we highly suggest doing the following steps below:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Software update
5. Select Check Now to manually check for updates

If an update is available, please download it and relaunch the NFL app to see if the issue is resolved. 

We'll mark this post as resolved for everyone's visibility. If you still encounter the issue, please let us know your latest Software version. 

Thanks for your continued support and participation in the Roku Community!

Best,
The Roku Community Team!

[98gmarquee]

Definitely not resolved on my end. My roku says it updated yesterday, the NFL app doesn't show any update available.

Now, when I try to stream a game, the app locks up on the larger "spinner" icon when I choose the version of game to play, then my roku reboots! Things got worse!

At least the app on my Sony TV still works. Guess I'll just rely on that thing and check roku once in a while to see what happens.