Features, settings & updates

[JaniceJ1]

I tried to change the screensaver to the aquarium but I get this error message:

"Subscription not exists or has expired.  Please launch this channel normally to subscribe."

What does this mean?

[RokuReynan-L]

Hi, @JaniceJ1.

Greetings from the Roku Community!

We appreciate you reaching out to us about the error message on the screensaver. We're here to help.

In this case, you may press the play button on your Roku remote to access the screensaver.

If there's anything else we can do to assist you, please let us know. We're always willing to help.

Thanks,
The Roku Community Team

[JaniceJ1]

Thank you.  When I press OK to access the aquarium screen saver, it gives me that error message.  What else can I do?  Thank you for helping me.

[JaniceJ1]

Thank you.  When I press OK, it doesn't display the screensaver but an error message that says what I sent before.  Why can't I get the aquarium screensaver?  I don't understand why it won't let me.

Thank you,

Janice

[RokuEmmanuel-D]

Thanks for keeping us posted, @JaniceJ1!

Could you send us a photo of the error message so we can look closer into it? 

In the meantime, try rebooting your Roku device to see if it'll resolve the issue:

Here's how: 

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

Please get back to us and let's continue the conversation!

Best,
The Roku Community Team

[Julie6bear]

I have the same error code and have reset my Roku multiple times as described. 

[JaniceJ1]

That's it!  That's the one I get too!!!  Is there something you have to do to get those screensavers?

[JaniceJ1]

Hi Team Moderator,

I wasn't able to get a screenshot so can you look at the one posted by the other person?  Sorry I can't remember the name.  Mine is the same message.  It's like another step is missing.

[RokuEmmanuel-D]

Hey there, @JaniceJ1 and @Julie6bear.

Thanks for the update!

We really appreciate your effort to provide us with more details about this issue. However, we need more information to investigate further. 

Could you tell us what specific steps you took to reproduce the issue? Also, is this happening on all screensavers or only on a specific screensaver?

In the meantime, please provide your device details.

• 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)

We are looking forward to hearing from you soon!

Best,
The Roku Community Team

[JaniceJ1]

Guess what?  Problem solved!  The "Aquarium" screensaver has expired or is no longer available.  The new one downloaded PERFECTLY!  Thank you SOOO MUCH for all your help.