Channels & viewing

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Toadfrog
Level 7

Can’t view Brown Sugar app on new express device.

I am able to view on all other device like my iPad or iPhone but since I have switched my device from the Roku stick to the express I can go to a show on the app and when I attempt to play it gives me an error message.

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6 REPLIES 6
makaiguy
Community Streaming Expert

Re: Can’t view Brown Sugar app on new express device.

@Toadfrog-

And that error message is ... ?

When problems are confined to a particular channel, it may be that the channel didn't install properly, that it didn't update correctly, or that the installation has otherwise gotten corrupted. A reinstall may fix the problem, so give it a try.

Remove/reinstall procedure:

  1. Highlight channel on home screen.
  2. Press * key and choose Remove channel option. [Note: If you have subscribed to this channel through Roku, "Remove channel" will be replaced by "Manage subscriptions". Click this and follow the prompts to unsubscribe from this channel. (Don't worry. You'll still have use of it for the balance of your pre-paid subscription period. You can resubscribe then if you like.) Now the ”Remove channel" menu item will be back and you can remove the channel. ]
  3. IMPORTANT- DON'T SKIP:
    Restart the Roku to clear its memory. Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System or Settings > System > Power
  4. Reinstall the channel. Note it will be added to the END of the channel grid.
  5. If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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Toadfrog
Level 7

Re: Can’t view Brown Sugar app on new express device.

Error Message was….There was an error in playing the requested video.  Please try again. If you see this error message again, please restart your Roku device.  Which I did and I completed all the steps that you suggested as well.

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theatremom
Level 7

Re: Can’t view Brown Sugar app on new express device.

Did you ever get a response. I am having the same issues 

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RokuKariza-D
Roku Employee
Roku Employee

Re: Can’t view Brown Sugar app on new express device.

Hi @Toadfrog @theatremom

Thanks for letting us know about the issue you're experiencing.

If the issue was not resolved by trying the troubleshooting steps provided by our Community Streaming Expert @makaiguy, we recommend following the post's latter suggestion which is to contact the channel provider. Many channels on Roku are developed and maintained by the channel provider themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

We appreciate your understanding.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Bigbaby1985
Level 7

Re: Can’t view Brown Sugar app on new express device.

How can I restore my brown sugar app on my Roku tv it's the only app that won't restore even after I reset my tv and update it.

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renojim
Community Streaming Expert

Re: Can’t view Brown Sugar app on new express device.

@Bigbaby1985, can you add it from the website?

https://channelstore.roku.com/details/567f39bb24933a302e5934f731e9b194/brown-sugar

What is the model number and software version displayed under Settings->System->About?

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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