Solving playback issues

[richnet10]

I have a new LG Smart TV with my old Roku Ultra device connected by HDMI via both TV and Roku on WIFI. My problem is it won't play anything from the Roku Channel App on the Roku device but will play everything on the other apps installed on the Roku device. I'll click on the Roku Channel App, then choose the movie/tv watch now icon, the screen will go black for a couple seconds then it'll say 13% for about a minute then it will go back to the menu. All other streaming apps on the Roku device works fine and the LG apps works fine. Roku App is not available on the LG so I have to have the Roku device to watch Roku. Any suggestions on how to get this to work would be appreciated, I don't know if its a setting on the LG TV or the Roku Device or a combination of both.

Richard

[JWS9518]

Try unplugging your Roku from power for 60 seconds and see if that helps.

[RokuRiamie-D]

Welcome @richnet10,

We are glad you are sharing your concern about your Roku channel, which won't play any content when you use your Roku Ultra. No worries, help is here.

Let's see if this will work for you:

1. Update the app
   > Highlight the app
   > Press the star (*) button on your Roku remote
   > Check for updates
2. Check your Wi-Fi connection
3. Restart your device
   > Press Home on your Roku remote
   > Scroll and select Settings
   > Select System
   > Select Power. If you do not see a Power submenu, skip to the next step.
   > Select System restart

For more details, please visit our Roku support article: How to system restart your Roku streaming device.

We hope this helps. Please let us know if the issue continues.

Cheers,
Roku Community Team

[richnet10]

Thanks, but unfortunately it didn't work.

[richnet10]

Thanks, but unfortunaly it didn't work. Any other suggestions?

Richard

[richnet10]

Thanks, but unfortunately it didn't work. Any other suggestions?

Richard

[RokuRiamie-D]

Hi @richnet10,

Thank you for your response!

We would like to investigate the issue further. Please provide us with the following:

• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)
• Photo or video of the issue you experience.
  

  How do I insert an image in a post?

We look forward to your response.

Cheers,
Roku Community Team

[richnet10]

Here is the information requested

ROKU INFORMATION

• Roku device model - 4800X - ROKU ULTRA
• Serial number - X0100013TPY9
• Device ID - S02A20A3TPY9
• OS version - 14.1.4
• Build - 7709-C2
• Tracker ID - Y9-105-353
• Channel build version - 12.5 - 18

TELEVISION INFORMATION

LG SMART 75" TV

MODEL - 75QNED85TUA.BUSFLKR

WEBOS TV VERSION - WEBOS24 / 9.2.2-1710

Richard

[richnet10]

Here are 2 photos of the Failure.

Before Loading

After clicking on Roku Channel Watch Now

Richard

[RokuEmmanuel-D]

Hey, @richnet10!

Thanks for your effort, we really appreciate it! 

We’ll definitely share this with the team and keep you posted with any updates!

We're here for you! If you need any more help, don't hesitate to reach out!

Roku Community Team