Solving playback issues

[Heygravy]

Hisense model 65R6+ / Hardware ID C210X / Serial number X00100KRFSGP / Software version 14.0 / Device ID S028509RFSGP /

I have been using Youtube on this TV for well over a year. Beginning today 11/24/24 when I attempt to select Youtube App on the menu, it initially opens displaying the Youtube name/image, but then goes to a blank screen. I have left it at that blank screen for 20 minutes, no progress. I deleted the Youtube app, and attempted to reload/download and it goes to the blank screen again.

All other apps are working normally on this TV.

Please help! I am a huge advocate for Roku and I watch tons of Youtube video's.

[Songbard]

I've read all your "solved" posts. But they are irrelevant because they are untrue for me. I've done all the rebooting, checking for software updates, etc. It still will not launch.

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @Heygravy, and @Songbard.

We completely understand your concern and would like to address it promptly.

To assist us in our investigation, we kindly ask that you provide the following information:

• 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)
• Photo or short video of the incident.

Your cooperation and understanding are valuable in helping us get you back on streaming. Please get back to us soon.

Thanks,
Emman

[RokuEmmanuel-D]

Hi, @Heygravy.

This is an update on the issue you have encountered with YouTube. We would like to suggest a workaround for you to do to see if the issue will be fixed on your end.

Could you please take a moment to follow the steps listed below?

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Software update
5. Select Check Now to manually check for updates
6. If an update is available, please download it and see if the app opens and goes through to its normal operation.

Please let us know if this works for you. 

All the best,
Emman

[King47090]

Hello, I am having a similar issue on my roku TCL tv 

[RokuEmmanuel-D]

Hi, @King47090.

Happy to have you with us in the Roku Community!

Thanks for letting us know that you're also experiencing this issue. We'd like to take a closer look at it. 

Could you let us know if you already performed a software update as stated in the post above? If so, and the issue persists, please supply the following information below:

• Roku TV 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 hoping to hear anything from you soon. 

Best,
Emman

[King47090]

Where do i send you this information? 

[RokuEmmanuel-D]

Thanks for keeping us posted, @King47090!

Feel free to share it here in this thread so we can take a look at it. No worries; your information is safe with us. 

Best,
Emman

[King47090]

TV Model: 50S431

Serial Number: X000001V1P3U

Device ID: S076215V1P3U

Software: 14.0 

ISSUE TRACKER ID: ID 3U-516-955

CHANNEL BUILD: 115025181

[RokuEmmanuel-D]

Thanks for supplying these details, @King47090.

We'll send this over to the team for further investigation. In the meantime, we would also like to request a photo or a short video of it happening so we can examine it and understand the exact behavior of the app. 

Also, if you haven't tried doing a Software Update, we highly encourage you to do so to see if the issue will be resolved. 

Please get back to us.

Thanks,
Emman