Solving playback issues

[JoeNoble]

I've tried restarting the device, deleting and re-downloading the youtube app, factory reseting the roku device. Nothing is fixing the issue. When I buy a product I expect it to function as it's supposed to... please help

[RokuJechealR]

Hi @JoeNoble,

Welcome to the Roku Community!

We appreciate the troubleshooting steps you've taken to try to resolve this issue. We're sorry to hear that you've experienced this kind of issue, and we'd like to gather more details for us to look into this. Kindly provide us with the following:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Does this issue occur specifically on The Roku Channell? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,

Chel