Solving playback issues

[mliebert]

cant seem to get any of the channels to play. it was working just fine a few days ago. ive tried rebooting the system along with rebooting my router and to no success. can someone please help me figure this out.

[mliebert]

tkx

[RokuKariza-D]

Hello @mliebert

Thanks for reaching out here in the Community!

Could you tell us what happens whenever you launch your channels? Do you receive an error code or message? Please also name us some of the channels affected for us to be able to isolate the issue you're experiencing. 

With more information, we can assist you further.

All the best,
Kariza

[mliebert]

this happens on all channels including the free ones. it loads then it says ERROR OCCURED DURING PLAYBACK. some channels there is sound but no screen. the main channels that i use are disney+ paromount+ and discovery+.

[RokuKariza-D]

@mliebert

Thanks for the reply.

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Let us know how it goes!

All the best,
Kariza

[mliebert]

its plugged into the wall. the roku tv i have is not playing as well.

[RokuKariza-D]

@mliebert

Appreciate the response. 

We suggest performing a factory reset on one of the affected Roku devices to see if that will resolve the issue you're experiencing. Please perform the following steps with your Roku remote or the Roku mobile app.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Advanced system settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions

For more information, you can visit this link: How to system restart or factory reset your Roku® streaming device

Keep us posted!

All the best,
Kariza

[mliebert]

we did a factory reset and still having the same issues.

[RokuKariza-D]

@mliebert

Thanks for the update.

Please provide us with the following information for further investigation:

1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
3. 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)
4. Steps to reproduce the issue you are seeing
5. Screenshot/photo of the error

Once we have the information needed, we'll be able to forward it to the appropriate Roku team to investigate further.

All the best,
Kariza

[mliebert]

here is the id for the roku

MODEL 3930x roku express

SERIAL x00400s5nnjl

DEVICE ID s00830c5nnjl

SOFTWARE 11.0.0 build 4193-ae

ISSUE ID jl-289-175

this happens on all channels