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RokuMaryEF's avatar
RokuMaryEF
Community Moderator
7 months ago
Solved

[Solved] Playback Error on Paramount+ – Check for an update

Hi Community Users,

We are aware that some of you are encountering the error message, "An error occurred during playback. Please try again" while using Paramount+. We understand how frustrating this can be and want to assure you that this issue is currently under investigation.

We’ve noticed that many customers experiencing this issue have ad blockers enabled. Please confirm that you do not have an ad blocker activated on your device so we can assist you further.

To help us investigate this issue more effectively, please provide the following information:

  1. Roku device model
  2. Device serial number
  3. Device ID
  4. OS version (All of these can be found by going to Settings > System > About)

Additionally, please provide the following:

  • Tracker ID: When you see this error occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with the Tracker ID that appears.
  • Channel build version: This can be found by selecting the Paramount+ channel on the Home screen and pressing the * button on your remote.

Once we have this information, we’ll be able to assist you further in resolving the issue.

Thank you for your cooperation and patience!
The Roku Community Team

Fixed
  • RokuMaryEF's avatar
    RokuMaryEF
    7 months ago

    Hi Roku Community users,

    UPDATE 12/12 From Paramount Plus:

    Thank you for your patience while we investigated the issue. We sincerely apologize for the inconvenience and delay, but we now have an update.

    We’ve discovered that many subscribers using Amazon EERO or Google Mesh are experiencing similar issues. It appears that EERO is blocking the site "doubleclick.net," which functions like an ad blocker and may be causing the problem.

    To resolve this, please add "doubleclick.net" to the trusted website list on your EERO device. This should help prevent further disruptions.

    If you need assistance with adding this website, you can follow this link for a step-by-step guide: EERO Secure Support.

    Thank you again for your understanding and cooperation! We're here to support you every step of the way.

  • RokuMaryEF's avatar
    RokuMaryEF
    7 months ago

    Hello Roku Community!

    Thank you for bringing this issue to our attention!

    UPDATE 12/13: We’re happy to inform you that the issue has been resolved for most users.

    To make sure everything is up to date, please follow these steps to check for any available updates:

    1. Press the Home button on your Roku remote.
    2. Scroll and select Settings.
    3. Choose System.
    4. Select Software Update.
    5. Click Check Now to manually check for updates.

    Once the update is complete, try opening the app or channel again.

    We'll now close this thread and mark it as resolved.

    If the issue persists after updating, please feel free to create a new thread, and we’ll gladly assist you further.

    Thanks for being a part of the Roku Community!

    Happy Streaming! 💜

186 Replies

Replies have been turned off for this discussion
  • TulsaKing's avatar
    TulsaKing
    Reel Rookie
    8 months ago

    Hello,

     

    I have a 3940RW2 - Roku express 4K+ running 14.0 trying to stream using Paramount Plus app - version 9.3 .build 20241107

    The app opens without issue but when any movie/tv show is selected and you select watch - the blue circle spins and nothing happens the movie or tv show does not come up.

     

    steps taken:

    removed app

    rebooted

    Reinstalled app

    no change, issue remained

    googled and found procedure to clear cache

    home button  x5 times

    up

    rewind x 2 times

    fast forward x 2 times

    auto reboots but no change

    I removed the app the cleared cache procedure

    reinstalled app but no change

    o can stream on a laptop that is connected to the same WiFi network as Roku - I can watch movie or tv show.

    I have the same issue on Roku Ultra.

    the issue is with Roku please resolve this issue.  

    • ChrisHardie's avatar
      ChrisHardie
      Newbie
      8 months ago

      Same issue. App loads but no videos will play. Tried all the usual reset steps.

      • Hank123456's avatar
        Hank123456
        Reel Rookie
        8 months ago

        Ditto.  Same issue. App loads but no videos will play. Tried all the usual reset steps.

    • Godspeed731's avatar
      Godspeed731
      Binge Watcher
      8 months ago

      tried to open the Paramount+ app. Clicked on the show I wanna watch and the circle just keep spinning and spinning. The app works on my Apple iPhone, but not on the Roku. I asked a friend with the Roku. He’s having the same issue. Help!

      • Al_S's avatar
        Al_S
        Streaming Star
        8 months ago

        Same issue with me.  C’mon man, fix your service 

    • MNRose's avatar
      MNRose
      Reel Rookie
      7 months ago

      Paramount plus stopped loading on Roku.  It works on my iPad.  I have reset router.  I have deleted and reinstalled the app.  I have physically unplugged the TV.  Still not working!

  • Ethan99's avatar
    Ethan99
    Channel Surfer
    8 months ago

    Hello - 

    I'm getting the same error during playback as everyone else on a Roku 4k Ultra on Samsung FrameTV. I cannot uninstall the channel because there is no 'remove channel option in my menu when I press '*' on Paramount+ (only manage subscription).  The channel works fine on other Roku devices in the house (new Roku 4k TV) so I've ruled out fixes related to ad servers, firewalls, etc.  Below are the details of my tracker info.

    Model: 4802X - Rokue Ultra

    Serial Number: X01000SHYKAC (SODA233HYKAC)

    Software Version: 14.0.4 - build 1-2221-C2

    GC Version: 12.5.25

    Timestamp: 2024-10-30 T02:23:11Z

    Issue ID: AC-436-463

    RokuJharra-Q 

     

     

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      8 months ago

      Hi, Ethan99 

      Thanks for posting, and welcome to the Roku Community.

      We appreciate you for raising your concern with us regarding the issue you have encountered with the Paramount Plus that is having an error with playback on a specific device while the app works fine with your other devices. We'll take note of the information you have provided. 

      In the meantime, we'd like you to perform a system restart to see if it resolves the issue. Kindly follow the instructions below:

      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

      Once this step has been successfully performed, access the app once again and see any improvements.

      Please keep us posted on what you find out.

      Best wishes,
      Kash

      • Ethan99's avatar
        Ethan99
        Channel Surfer
        8 months ago

        RokuTakashi 

        I have tried everything including factory reset to no avail. This problem seems to be isolated to my Roku 4k Ultras (I have 2 identical units and both have the same issue). 

        On the same network I other Roku TVs and Roku streaming sticks and they DO work. 

        Hope this helps narrow down the issue as I think it’s reasonable to rule out Paramount+ servers and/or network issues. 

    • lorettajames's avatar
      lorettajames
      Newbie
      8 months ago

      im having the same issue and have tried all the same things they told you to do and its still showing the

      same error. 

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        8 months ago

        Welcome to the Roku Community, lorettajames!

        Thanks for reporting this playback issue within Paramount+. We'd be more than willing to examine it further. 

        In order to narrow down the cause of this, it would be very helpful if you could provide us with additional information such as follows:

        • Is this happening on Live or on-demand shows? 
        • Is your subscription bullied directly from the app or via Roku?
        • How are you accessing this app? Is it directly from the standalone or via The Roku Channel?
        • Is this the only app affected by this?

        We'll be looking forward to your response. 

        Best regards,
        Carly

  • plove509's avatar
    plove509
    Reel Rookie
    7 months ago

    Try turning off ad blockers through your internet provider.  

    • Skybeater's avatar
      Skybeater
      Channel Surfer
      7 months ago

      Try changing tv video settings to other modes. I turned off automatic video selection and manually selected each format till finally worked with Paramount +. Fluke or not it is working again. 

      • MNRose's avatar
        MNRose
        Reel Rookie
        7 months ago

        I disabled the Adblocker on my eero and that did the trick for me!

  • U129's avatar
    U129
    Newbie
    7 months ago

    Having trouble playing movies on this channel. Deleted app, restarted and reinstalled app nothing works.

    generated tracker id. Let me know how to share the details 

  • RokuMaryEF's avatar
    RokuMaryEF
    Community Moderator
    7 months ago

    Hi Community Users,

    We wanted to provide an update regarding the playback error ("An error occurred during playback. Please try again") that some of you have been experiencing with Paramount+.

    As of 11/28, this issue is still under investigation.

    We’ve noticed that many customers encountering this issue have ad blockers enabled. To help us assist you further, please confirm that you do not have an ad blocker activated on your device. This will allow us to narrow down the cause and work toward a solution.

    If you haven't done so already, please also provide the following information to help with our investigation:

    1. Roku device model
    2. Device serial number
    3. Device ID
    4. OS version (Available in Settings > System > About)

    Additionally, please provide:

    • Tracker ID: Press the Home button 5 times, followed by the Back button 5 times when you encounter the error, and share the Tracker ID that appears.
    • Channel build version: Select the Paramount+ channel on your Home screen, then press the * button on your remote.

    Thank you for your continued patience and cooperation as we work to resolve this. We’ll update you with more information as soon as possible.


    The Roku Community Team

  • J884's avatar
    J884
    Newbie
    7 months ago

    I’ve also been unable to watch paramount plus the past couple weeks. App loads but videos don’t it just spins trying to load on everything. I don’t have any ad blocking set up that I know of. Will have to suspend subscription soon so I’m not paying for a full month I can’t use 

  • Jpal271's avatar
    Jpal271
    Newbie
    7 months ago

    I am getting same issue.

    Roku Device Model: 4850X-Ultra

    Serial Number X02800U90V2P

    Device ID: S0VS34890V2P

    OS Version: 14.0

    Channel Build Version 9.3 ●build 30241107

  • RickKautz's avatar
    RickKautz
    Newbie
    7 months ago

    Paramount+ and Max has loading error after last update. I've updated app, re-started app, and unplugged my Roku TV. Still no help.

  • z3540i's avatar
    z3540i
    Newbie
    7 months ago

    I've had Paramount+ (P+) for 3 years and it has been working with no problems. However, for the past week, I have had a hard time streaming shows and movies. If I'm lucky, when I first open P+, it will let me stream 1-2 shows and no other shows until the next day (sometimes it doesn't). When I try to watch the next episode or another show, I get the spinning circle but no show. Note that I can stream P+ shows on computer, Xbox, phone. It is only on Roku Streaming Stick+ 4K that has the problem.

    I have logged out/in, deleted/installed the P+ App, updated P+ App and Roku, unplugged/plugged in the Roku Stick/TV.

    My system:
    Roku Streaming Stick+ 4K (Model 3811X), Software version: 14.0.4, Build 12221, plugged into a surge protector via the supplied power supply.
    Paramount Plus Version 9.3, Build 20241107.
    All my equipment are plugged into a non-sacrificial surge protector.

    Anyone else having this problem? Is there a fix?

    Roku, please help!!