Solving playback issues

[Jen66]

Started yesterday and the error CloudpathErrorAuthorizationNIP 

[RokuCarly · Accepted solution]

We're grateful to have you here in the Roku Community, @Jen66.

No worries. We're here to find you the best resolution for the playback issue you have been experiencing with the Telemundo channel.

We highly suggest logging out from the channel and then logging back in. If the issue still occurs, try following the steps provided below:

• Remove the Telemundo app by highlighting it and pressing the Star (*) button
• Restart your Roku device/TV from Settings > System > Power (skip if  unavailable) > System Restart
• Reinstall the Telemundo app again. Select Channel Store > Search for the app > Click Add channel

We need to make sure that these troubleshooting steps have been done precisely to work. 

Please let us know if this fixes the issue, and we'll go from there. We'll be looking forward to your response!

Best regards,
Carly

[makaiguy]

@Jen66-

Cloudpath authorization errors deal with channels that require authentication to a TV provider account and use the Cloudpath service to manage this authentication.  The NBC/Universal family of channels are known to user Cloudpath, I don't know if others do.  

One thing that some have reported fixes this is going into the channel on your Roku, logging/signing out, then logging/signing back in again and authenticating with your TV provider credentials.  If this fixes the problem for that channel it typically fixes it for all channels in that family that use Cloudpath authentication.

[Nancy5865]

Try resetting and deleted the app but nothing works

[MBPoythress]

Followed the steps. The app then works for that session.  Then Everytime after it tries to load and then before showing up returns to home screen. Repeat. Have done the steps now 4 times and following the steps DOES get it to work for one session and then upon trying to go into it again the issue repeats. 

Hoping there is a solution that does not Involve removing app, restarting ROKU, reinstalling app, then activating daily.

[RokuJechealR]

Hi @MBPoythress,

A warm welcome to the Roku Community!

We're sorry to hear about the playback issue with the channel. If you are still unable to play videos from one channel after attempting the suggestions on this link, 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 the channel developer.

Please let us know if there's anything else we can help you with.

All the best,

Chel

[KSuarez0507]

I'm experiencing the same issues as stated by MBPoythress on 12/11/23. I tried following the instructions as per Roku and the same issues keep reoccurring. Can Roku contact Telemundo and fix this issue. 

[RokuCarly · Accepted solution]

A warm welcome here in the Roku Community, @KSuarez0507!

In this instance, it is highly recommended to raise this concern with the channel provider themselves as we have already exhausted all the possible troubleshooting steps to try and resolve the playback issues you have been experiencing within the app inside the Roku streaming platform. 

It is also worth taking note that channel provider themselves, such as the Telemundo TV app, are the ones who provided, maintained, and updated their app on the Roku streaming platform. Kindly visit their official support website or directly contact them at (786) 585-7000.

We hope you get everything sorted out soon and appreicate you bearing with us in the meantime. 

Best regards,
Carly