Solving playback issues

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xbedlessx
Reel Rookie

ViX app won’t play any shows or movies

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I’ve had the ViX app for a while and at first it was working just fine on the TV. Suddenly when I click on a show or movie, the menu options disappear as if it’s going to start playing, but nothing happens. I’ve removed and reinstalled the app a hundred times at this point. It works on literally every other device. There is no issue with my account. I can stream from my phone just fine but that completely negates the purpose of a Roku.

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RokuJharra-Q
Community Moderator
Community Moderator

Re: ViX app won’t play any shows or movies

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Hi! Community Users,

Thank you for posting and welcome to the Roku Community!

We appreciate those of you who reported that the ViX app is not working, and we're here to offer troubleshooting and clarification to address this issue.

We recommend the following steps to help resolve the issue:

  1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove".
  2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
  3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
  4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
  5. Reinstall the channel by pressing the home button on your Roku remote, scrolling and selecting "Store", and then adding the channel from there.
For additional troubleshooting steps, please visit our support page on how to resolve a channel playback issue.
 
NOTE: If you have tried all troubleshooting steps to no avail, please contact Vix channel support directly for further assistance. In addition, many channels on Roku are developed and maintained by the channel providers themselves.
 
Your cooperation is greatly appreciated!
 
Thanks,
Jharra
Jharra Q.
Roku Community Moderator

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11 REPLIES 11
makaiguy
Community Streaming Expert

Re: ViX app won’t play any shows or movies

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@xbedlessx-

Restart** your Roku to clear its memory cache after uninstalling but BEFORE reinstalling the channel.  Without the restart you may not get a clean reinstall.  This is not a cure-all but at least it will assure you of having an uncorrupted copy of the current channel app.  

Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System".   If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in. 

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart.  Use the methods above.

 

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

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azat
Reel Rookie

Re: ViX app won’t play any shows or movies

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Hey xbedlessx, are you by any chance connecting to the internet through a proxy or have aggressive firewall settings that filter out certain traffic?  Perhaps something like pfsense?  Also, when you launch the Vix application, do you see a splash video of the Vix logo appearing from the black background?  Would you mind sharing what country you are located in and what is the Roku device in-use? 

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Re: ViX app won’t play any shows or movies

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I’m also having the same issue with ViX not loading video. Seems like the latest build/update is most likely the culprit.

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azat
Reel Rookie

Re: ViX app won’t play any shows or movies

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Hey @Juancarlgomez would you mind sharing what country you are from and also the device model?  Are you able to play things from the `En Vivo` screen?

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RokuJharra-Q
Community Moderator
Community Moderator

Re: ViX app won’t play any shows or movies

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Thanks for posting here in the Roku Community, @Juancarlgomez!

We understand that you are experiencing the same issue with your Vix channel.

To help resolve the problem, please try the troubleshooting steps mentioned by @makaiguy. This includes restarting and fast TV start. For further troubleshooting, please visit our support page on How to resolve a channel playback issue.

Please let us know if the issue is fixed or reply to the thread for further assistance, we will be glad to help you.

Best regards,
Jharra

Jharra Q.
Roku Community Moderator
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xbedlessx
Reel Rookie

Re: ViX app won’t play any shows or movies

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I did exactly that, with the system restart through the menu options before reinstalling and it’s still not working. It’s also still saving my login info, does that mean it’s not fully deleting the app? I don’t see any other way to ensure all the app info is gone before restarting and reinstalling.

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xbedlessx
Reel Rookie

Re: ViX app won’t play any shows or movies

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Hi azat, 

I am in the USA using an onn branded Roku TV. I don’t have aggressive firewall settings or anything, this happened kind of randomly. When I first downloaded the app on the TV it worked perfectly. It still loads up and I can still sort through all my show options, but when I try to launch any show it just freezes on the splash screen for the show as if it’s trying to start but can’t.

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xbedlessx
Reel Rookie

Re: ViX app won’t play any shows or movies

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Not helpful at all, thanks!

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renojim
Community Streaming Expert

Re: ViX app won’t play any shows or movies

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@xbedlessx, ViX is developed by Univision.  Do you have any other apps that are developed by them?  If so, that may explain why your login information was still there when you did the remove, reboot, re-add procedure.  They may share saved information and you'd have to remove all of their apps and restart your device to remove all saved information.

Roku Community Streaming Expert

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