Solving playback issues

[LouF]

Month after month when I see a new build date for the Roku app, or my Samsung TV OS gets updated, I am filled with hope that once again I will be able to watch Roku on-demand content and all of the live channels and I log in to check it out. Sadly, month after month has been a bitter disappointment.

This time I saw that the Roku app had actually gotten a version level bump, so I thought well they HAD to have fixed it this time then! With my heart singing I logged into the Roku app to once again watch my beloved This Old House show which I have gotten way behind in watching (by the way it is not available on any other streaming service because Roku has the exclusive on the new seasons).

And ONCE AGAIN I was plunged into a Pool of Infinite Sadness.

Using the Roku app on my late-model Samsung TV (although now almost a year older than when this problem started), I still cannot watch ANY on-demand content. The screen goes black, the spinner spins, and eventually an error message is displayed. The last time I sat through it I think it said something like Content Not Available.

The same happens for some of the Live channels, specifically the Dateline channel which will display ads but then go black with no sound when the program resumes. Some of the other on-demand channels work (including the This Old House Live channel), there seems to be no rhyme or reason to which ones work or fail.

No, I don't want to buy a Roku stick for my TV, I want the Roku app to be fixed so it actually works like it did when I bought the TV.

Yes, I have tried removing the app entirely, rebooting the TV, and then reinstalling the app. I do that every month when the app build date changes and I did it this time as well. I have tried using it logged into my Roku account and also logged out of my account.

[RokuTakashi]

Hi, @LouF 

Thanks for posting here in the Roku Community.

We appreciate you for raising this concern with us, and our team would like to gather the specific details on this issue so our team can investigate. Can you please provide the details below:

• The Roku Channel app build.
• TV Make model, brand, and OS version.
• Error message/code that appears when the issue occurs.
• Photo or Video referring to the issue.

We hope for your continuous response and cooperation.

Best wishes,
Kash

[LouF]

TV is a Samsung QN50. Details:



ROKU app version is 1.1.54 build date 2024-10-28:




This is the sequence when trying to view on-demand content:

1. Select This Old House program, See All Episodes


2. Select season (any one):


3. Select Play:


4. Program description, transport bar, and progress spinner are displayed over a black screen for a few seconds:


5. Progress spinner on black screen is displayed for several minutes:


6. Finally an error message is shown:


"Trying again later" on the same episode or any other on-demand content produces the same result.


This is the sequence for the Live content error, it does not happen on all channels.

1. Select "Dateline" program:


2. Channel and program information are shown over a black screen with no audio for a few seconds:


3. After channel and program information disappears, the screen remains totally black with no video or audio until the next commercial break. During the commercial break, video and audio are shown normally. At the end of the commercial break, the screen reverts to black with no audio until the next commercial break.

Please let me know if there is anything else you need.

[RokuTakashi]

Hi, @LouF 

Thanks for providing additional information regarding this.

We would like to inform you that we have passed along the information you provided to the appropriate Roku team for further investigation. Our team is committed to thoroughly examining this matter to ensure a comprehensive resolution.

We appreciate your patience and understanding during this process, and we will keep you updated on any developments as soon as they arise.

Thank you for your cooperation.

Best wishes,
Kash