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:
Additionally, please provide the following:
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
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:
Additionally, please provide:
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
Hi, @Al_S @Godspeed731
Thanks for posting here in the Roku Community.
We understand the issue you have experienced with the Paramount Plus app that is not working as expected on your Roku device, and we're here to help. We would recommend following the steps below to resolve the issue:
If the issue persists after performing the provided troubleshooting steps, we kindly request the information below for our team to investigate on this matter further.
We hope for your response along with updates.
Best wishes,
Kash
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
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:
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
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.
Thanks for keeping us posted, @Ethan99
Our team would like to gather information on your other Roku Ultra since you have mentioned that the issue exists with 2 of your Roku Ultras. Kindly provide the details below:
This will be reviewed and investigated further once the information are available.
We greatly appreciate your response.
Best wishes,
Kash
Thanks for keeping us in the loop, @Ethan99.
We appreciate your effort to supply all the information we need to proceed with the investigation on this matter.
In addition, we would also like to request...
Rest assured that this will be forwarded to the appropriate Roku team for a thorough review. Thank you for bearing with us in the meantime.
All the best,
Emman
see below. I was able to find 2 shows that actually played (The Brady Bunch and The Hills - New Beginnings). The others I tried do not work.
Thanks for the update, @Ethan99!
We really appreciate your effort to supply all of these details for us to continue the investigation process. Rest assured that all of these will be forwarded to the appropriate Roku team. Thanks for staying with us and for your continued participation in the Roku Community.
All the best,
Emman
Have you attempted to restart your router? If you haven’t yet, we suggest taking a moment to power it off and then back on again. This simple step can often resolve connectivity issues and improve your internet performance.
Also, if rebooting the router does not resolve the issue, you might need to connect your Roku to an alternative internet connection. You might try it on a Mobile Hotspot. This step is to further isolate if this is a network issue or an app issue.
Lastly, could you please tell us the lists of specific contents you have tried in Paramount Plus that are encountering the playback error?
Please let us know your thoughts.
All the best,
Emman