Solving playback issues

[ddragoon]

Here is the requested info:

-Roku device model: 4630X - Roku Premiere+
-Serial number: YR00G2651506
-Device ID: 7KA69G651506
-Software OS/version: 10.0.0 build 1995-29
(these can all be found in Settings > System > About)
-Does this issue occur on a specific channel?:  Yes, on Disney+ (all other channels working fine)

If so, what channel and what version/build is the channel: Disney+, build 2021032200
-Tracker ID when this issue occurs: 06-188-345
-Steps to reproduce the issue you are seeing:  Click on the Disney+ channel from the Home screen.  The logo appears for the channel for a few seconds and then it takes you back to the home screen.

Thanks let me know any updates on this issue, I think I provided all info requested.

[RokuKariza-D]

Thanks for the information @jimmynitcher, @ddragoon

I have passed this along to the Roku team who will investigate the issue. Once we receive feedback, we'll let the Community know. 

Your patience and understanding are greatly appreciated. 

All the best,
Kariza

[Bubaluke39]

Hello I am have that same issues a the thread starter. This just started a few days ago. Just in here you help on resolving the issue. Thanks

[Johngiuliano]

I posted here this morning that I'm having the same issues that just started a few days ago and I don't see my post here.  It's not Disney.  I don't have Disney. Also, how do I  know when there is an answer to this question?

[Johngiuliano]

Since I posted I got pushed to the main menu 3 times.  

[RokuMary-F]

Hi @Johngiuliano,

Thanks for posting in the Roku Community and for letting us know about the issue that you are experiencing.

We're aware of the issue and it's currently under investigation. Once they provide me with an update I'll be sure to let the Community know.

We appreciate your patience for the time being!

Many thanks,
Mary

[Imen]

@RokuMary-F any news on thisfacing the same problem, this frustrating

@RokuKariza-D 

Please help

[RokuMary-F]

Hi @Imen,

Thanks for following up.

We are currently investigating the issue and apologize for the inconvenience. We are working quickly to resolve this issue.

In the meantime, please follow the steps here to get up and streaming:

• Go to Settings > System > System update > Check Now
• The device should then proceed to hang/freeze and reboot. Immediately do the above again, and the update should apply. After it finishes, back out once then: Settings > System > Power > System restart
• The device should do the long restart with a red screen then go to your Home screen. You should then be able to load and watch channels as usual.

If you are still experiencing an issue, we would recommend trying to perform a factory reset on your Roku device. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

I hope this helps! I'll be here if you need anything else.

Many thanks,
Mary