Solving playback issues

[Bnhiggins70]

Roku channel won’t let me into any other channels or live tv. Factory reset has already been done. Help!!

[renojim]

The first question is always where are you located?  The second is are you using a VPN?

[Bnhiggins70]

I’m in Texas and I believe I’m connected to a VPN

[Strega2]

The VPN could be the problem.  Providers can't tell where VPN users are coming from, so they often assume the worst.

[RokuCarly]

Welcome to the Roku Community, @Bnhiggins70!

Thanks for reaching out. We'd like to provide further information about using a VPN.

In addition to what our Community Experts and Guru provided above post, please be advised that it can cause playback issues or no playback at all.

Content providers continue to update their security measures to prevent unauthorized viewing, and it's possible a change was made that prevents your VPN from working. This is by design and intended, but using your standard ISP without the VPN will be the solution here.

We hope you find this information helpful.

Best regards,
Carly

[Bnhiggins70]

My ISP doesn’t use a VPN. So what else could be happening?? This has been going on for a week now.

[RokuCarly]

Hi, @Bnhiggins70.

Thanks for confirming. Have you tried checking the status of your current network under Settings > Network > Check connection? If a red X appears on either a wireless connection or an internet connection (see photo below for reference), your Roku device can't make a connection to your router or internet. 

If so, here's how to improve the Wi-Fi or wireless internet connection to your Roku streaming device.

If the issue persists, we highly recommend connecting your device to an alternative network connection to see if this makes any difference. Perhaps you can use your mobile data.

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

Best regards,
Carly

[Bnhiggins70]

I’ve already checked those and they are fine. I have two separate networks to connect it to and have tried both and neither one resolves the issue. 

What else can I do? Because I feel like I’ve tried literally everything!! And I still can’t get into the Roku channel app.

[RokuCarly]

Hi, @Bnhiggins70.

Thank you for the quick response. Kindly provide us with additional information such as follows:

• What specific Roku device are you having this issue with? Perhaps you could provide us with its serial number.
• Are there any error messages prompted when you attempt to access any apps/content? 
• What specific apps/content are affected by this? Is this also happening to all of the on-demand and Live TV shows available on your Roku device? 
• Did you receive any software updates prior to this happening? 

Looking forward to your update.

Best regards,
Carly

[Bnhiggins70]

Device: Roku Express 4K+

Serial Number: SOHAK4271GSX

There were no error messages when I attempted to access The Roku app.

I cannot view any of my Live TV channels or any channels within the Roku App.

I can view all of my other apps without any issues.

I did not have any software updates prior to this happening.