Solving playback issues

[King47090]

[RokuEmmanuel-D]

Thanks for the photo, @King47090!

We appreciate your cooperation, which will help us navigate this process. In the meantime, please stay tuned for any updates on the progress of this investigation. 

Thanks for your patience, understanding, and continued participation in the Roku Community!

Best,
Emman

[Miryka]

Mine has done the exact same thing and I have tried all the recommended tips to fix with no avail.

[RokuEmmanuel-D]

Happy to have you here in the Roku Community, @Miryka!

Thanks for letting us know you're also experiencing this issue. To help us include your device in the ongoing investigation, please provide the following requested information below.

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

We are looking forward to hearing from you soon. 

Best,
Emman

[meganrkovacs]

We bought a new Roku last week and we're having the same issues with both YouTube and Netflix. All other apps work fine. We've tried the recommended steps but nothing is working to fix the issues.

[RokuEmmanuel-D]

Welcome to the Roku Community, @meganrkovacs!

Thanks for reporting this issue to us. We completely understand how inconvenient this must be for you. 

To assist us in our investigation, could you please provide the information mentioned earlier in this thread regarding your affected device? Additionally, it would be helpful if you could share a photo or a short video of the app's exact behavior. 

Looking forward to your contributions!

Best,
Emman

[meganrkovacs]

@RokuEmmanuel-D 

TV Model: 3941X2 - Roku Express 4K+

Serial Number: X02200XNCM6U

Device ID: S0HAK48NCM6U

Software: 14.1

YouTube ISSUE TRACKER ID: ID 6U-525-743

YouTube CHANNEL BUILD: Version 2.25 • build 85

Netflix ISSUE TRACKER ID: ID 6U-525-740

Netflix CHANNEL BUILD: Version 61.2222 • build 1301009

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @meganrkovacs!

We appreciate you supplying these details and sharing them with us. Rest assured that we'll forward this to the appropriate team for further evaluation. 

We'll keep you posted on any progress of the investigation. 

Best,
Emman

[Heygravy]

Update: I am partially fixed. I can open and use the Youtube app, however I must go to the "search" in the far left screen menu to find the app. For whatever reason the newly installed (previously installed and deleted approx 4 times) Youtube app now works but I cannot get the app icon to reside on my home screen.

[RokuEmmanuel-D]

Thanks for the update, @Heygravy.

Have you tried removing the app through the Roku Mobile App and then reinstalling it to see if it appears on the Home Screen?

You may also visit this support article on how to remove an app from the Roku Mobile App. 

Let us know what you find out.

Best,
Emman