Solving playback issues

[bc13]

The screen for Hulu, PBS, and Kanopy don't open; Netflix and Prime Video work. i have not gotten any error messages and the apps and my TV are up to date.

[RokuRiamie-D · Accepted solution]

Hi @bc13,

Welcome to the Roku Community!

We understand that you are having trouble with multiple channels on your Roku that won't open. We would like to take a closer look into this.

Can you please describe the exact behavior of the issue? Does it return to the Roku home screen when you try to launch the app, or does it just keep loading?

In the meantime, let's see if this will work.

1. Check your network connection
2. Restart your Roku device
3. Restart your router or modem
4. Reconnect to the internet

For more help, you can visit our Roku support article: Issues playing shows and movies on your Roku device.

We hope this helps you to fix the issue. Please keep us posted.

Cheers,
The Roku Community Team

[dieseldad97]

I am having a similar problem. None of my apps except Prime will load, they go to a grey screen then back to home. 

I have a Philips 65 inch Roku TV. We've done a system restart, made sure it was up to date, all apps are up to date, delete app and reinstall, reset network connection, nothing fixes it. Prime works just fine, no issue, but is literally the only one that works. 

[RokuEmmanuel-D]

Thanks for visiting the Roku Community, @dieseldad97!

We're glad you reported this. We get that you're having trouble streaming with your Roku TV as you're experiencing playback issues with your apps, and we'd love to help you out. 

Can you answer these brief questions for us?

• When did you first notice this issue?
• Where you're currently located?
• Are there any changes to your setup?
• Have there been any recent software updates before this happened?
• Do you have a video or photo so we can take a close look?

In the meantime, we recommend trying a different network, such as a mobile hotspot and see if there is any difference. 

Let us know what you find out!

Best,
The Roku Community Team

[bc13]

Restarting modem made no difference, nor did deleted and reinstalling two apps. My network connection is fine/up to date. So still in situation where the Hulu, Kanopy,  PBS, and some other apps open for a second and then the home screen appears. Netflix and Prime Video right. And I can get PBS through Roku Live TV but not through the PBS app.

[bc13]

typos in what I just sent. corrected here:

Restarting modem made no difference, nor did deleting and reinstalling two apps. My network connection is fine/up to date. So still in situation where the Hulu, Kanopy,  PBS, and some other apps open for a second and then the home screen appears instead of the app starting. Netflix and Prime Video are working. And I can get PBS through Roku Live TV but not through the PBS app.

[bc13]

I responded twice below and have not received a response about next steps.

[RokuRiamie-D · Accepted solution]

Hi @bc13,

Thank you for your cooperation and for following the troubleshooting steps that we have provided in this thread.

We suggest you try to reset the network connection of your Roku device by following the steps below:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Advanced System settings
4. Select Network connection reset
5. Select Reset connection

After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

If the issues continue, please let us know.

Thanks,
The Roku Community Team