Solving playback issues

[Djgutierrez5]

When I open the Spotify app on our Roku tv nothing happens, Spotify screen is just up and sometimes the screen turns black with a thin outline of a white rectangle on the page. I have troubleshooted in every way listed! Deleted app, restarted system, add app back, did not work. Logged off from every device, pressed app, still nothing. There is never an error message, just the loading Spotify page that just says Spotify, a flash of a white screen then the black screen. It was just working fine yesterday until it didn’t in the evening, please help!!

[RokuJohnB · Accepted solution]

Hi @Djgutierrez5,

Thank you for your first post here in the Roku Community!

If the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

If the issue still persists, please keep us posted.

Kind regards,
John

[rjo0911]

Exact same issue! 

[Sminty]

This has been happening to me since about the same time. Two different tvs in different parts of the house. One with built in Roku and one with an external device. I've reset, uninstalled, reinstalled, and restarted on both tvs, plus my phone (which is working as normal) but nothing has fixed it. Half the reason I subscribe to Spotify is to use it on my tvs, so this is not ideal.

[RokuEmmanuel-D]

Hi, @Sminty.

Great to have you join us here in the Roku Community!

Thanks for letting us know about the issue you're experiencing with the Spotify app on your Roku devices. we understand how frustrating this can be for you, and we would like to be able to assist. 

To help us with the investigation, please supply 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)
• Photo or short video of the exact behavior of the app. 

We are anticipating your prompt response.

Thanks,
Emman

[jhonmu]

Hi there! I'm sorry to hear you're experiencing trouble with the Spotify app on your Roku devices. It seems you're not alone – several others have been reporting similar issues lately. To help us investigate and hopefully get this resolved quickly, could you please share some details about your setup? This includes your Roku device model, serial number, device ID, and software version.

Also, please provide the channel build version for the Spotify app (you can find this by highlighting the app and pressing the Star * button). When the issue occurs, please press the Home button five times followed by the Back button five times to get a Tracker ID. Finally, if possible, a short video or photo demonstrating the issue would be very helpful. Thanks for your assistance!