Solving playback issues

[Deener99]

When I select Spotify app from roku tv, it opens to screen saying Spotify. Then nothing. If I play song from phone, the sound comes out of TV, but stays on same screen.  Doesn't show Playlist or anything. Ive un installed app, restart, reinstall app..nothing is working. Any ideas?

[RokuJechealR]

Welcome to the Roku Community, @Deener99!

We understand you are having trouble with the Spotify channel on your Roku device. Thanks for the steps you took to resolve the issue.

To clarify, did you restart your Roku device through the Settings menu by navigating to Settings > System > Power > System Restart, or did you unplug it and then plug it back in?

In addition, we recommend restarting your router/modem to refresh your network connection.

To restart a router, you can try these steps:

1. Turn off the router by pressing the power button until it stops blinking or flashing. Unplug the router and modem from the power outlet if you have one.
2. Wait at least 30 seconds or up to a couple of minutes.
3. Plug the router back in and turn it on again.
4. Wait for the router's lights to turn on and synchronize.
5. Turn on any other devices connected to the router and test the connection.

Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

All the best.,
Chel

[DangerBug]

I am having the same issue on two of my Roku Televisions. Why would may router have anything to do with it if all other apps are working properly?

[Boston125]

I am also having this issue. It started over 1 week ago. Casting from different devices to different rokus. I've done all above including reseting my network devices. Uninstalled app from phone and reinstalled. Un-installed app from roku and reinstalled. Reset my roku unplugging and plugging back in after some time and restarting from system settings. 

[RokuCarly]

Hi, @DangerBug @Boston125.

Welcome to the Roku Community!

It seems like you are having playback issues within the Spotify app on your Roku streaming device. No worries! We'd love to suggest some steps to help you troubleshoot.

Kindly follow the steps precisely below to help us clear the system of this app:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

Here's the support article for reference: How to resolve a channel playback issue

Also, kindly check your current software updates under Settings > System > Software update > Check Now and see if your Roku device is currently supported on the latest software version. Here's the support article for reference: Roku OS software release notes

Let us know how it goes and we'll go from there. 

Best regards,
Carly

[RokuEmmanuel-D]

Hi, Community Users!

Thanks for reporting this issue to us. Currently, the relevant Roku team are investigating this matter and we'd like to request more information from you to include your devices. 

Could you please provide the following details below?

• Roku device model, serial number, device ID, and OS 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 response. 

All the best,
Emman

[Big-Ed]

Everyone keeps posting the same issue and getting the same

 'canned' Roku response.  Has ANYONE fixed this yet?

[urmqm]

Model - 3810X - Roku Streaming Stick +
Serial Number - YH000F346145 

and i don't have an "OS" version anywhere nor can i find that.

tracker ID - 45-464-008

channel build - 67

[urmqm]

Tried this and it didn't work

[RokuEmmanuel-D]

Thanks for chiming in here in the Roku Community, @urmqm!

We appreciate you providing all these details on your device. Rest assured that we'll forward this over to the relevant team for further review and investigation. 

In addition, the OS version is also known as the Software Version, which can be found by going to Settings> System > About or through the Tracker ID. We appreciate it if you could provide this information as it is crucial for the process. Also, a photo and a short video of the incident. 

We are looking forward to hearing from you soon. 

All the best,
Emman