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KBrate
Channel Surfer

YouTube stuck on Grey screen and wont launch

While you may think the YouTube “failure to launch” has been solved it has not. This is on a Roku enabled TCL TV. I have removed the App and re- installed after making sure all software is up to date and You Tube will not launch. All I get is a grey screen…. Given that YouTube has functioned fine for at least the last six years what have you done? 

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11 REPLIES 11
RokuJharra-Q
Community Moderator
Community Moderator

Re: YouTube still will not launch

@KBrate 

Welcome to the Roku Community! 

Thank you for reaching out about your YouTube app issue. I’d love to help you sort this out!

To get started, could you please let me know if the problem is happening with a specific channel? Also, if you see any error messages or codes, please share those with me. And just to help me further, what Roku device model are you using?

Looking forward to your reply so we can get this figured out together!

Best,
The Roku Community Team

Jharra Q.
Roku Community Moderator
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KBrate
Channel Surfer

Re: YouTube still will not launch

Please refer to the original post, device is a TCL TV which is Roku built in, specific “channel” is the YouTube App.

 

uptu
Newbie

Re: YouTube still will not launch

Also just started on my RCA TV, so let's skip past the inevitable blaming connection issues and restarting via system settings, as every other device on the network can load YouTube, and I've restarted the TV.

The YouTube app freezes on load to a grey screen after the intro animation/throbber disappears. This is clearly an issue with either the Roku systems in the TV or the YouTube app itself, as it's vendor-agnostic given the OP has a TCL TV.

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uptu
Newbie

Re: YouTube still will not launch

Update: holding down on the back arrow seems to solve the freezing issue, but the crash reappears upon reloading the app and is in no way resolved. Attempting to connect a phone to the TV times out. Attempting to leave the Home screen results in minute long load times independent of network connection quality.

If reinstalling is the only fix, you should notify your customers in some way, perhaps using that massive ad panel that loads without issue every time 🤔

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uptu
Newbie

Re: YouTube still will not launch

@KBrateI found a potential fix.

Do not restart the device; remove the YouTube app from it, then physically unplug the device, as the restart option is insufficient (leave it to Roku to screw up something as simple as a power cycle), plug it back in and reinstall YouTube.

Now it just doesn't start but here's hoping plugging it in and out again fixes it? This is terrible.

EDIT: After uninstalling again, unplugging for 5 minutes, plugging back in and reinstalling it loads. THANKS FOR MAKING YOUR CUSTOMERS REVERSE ENGINEER HOW TO GET YOUR PRODUCT TO PERFORM THE BARE MINIMUM WHILE STUFFING IT FULL OF ADS THAT WORK WITHOUT A HITCH, ROKU 🖕.

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KBrate
Channel Surfer

Re: YouTube still will not launch

OK - this is getting really tiring - the device in question is a Roku enabled TV - there is no separate Roku device that can be unpluged. FYI, I have unplugged the TV. uninstalled the App and re-installed numerous times and so far, nothing has worked. As an aside I have an older Roku device plugged into a Samsung TV and I can get the YouTube App to load and play on that combination, so this is something specific to Roku enabled TV's, at least my TCL TV. 

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RokuRiamie-D
Community Moderator
Community Moderator

Re: YouTube still will not launch

Hi @KBrate,

Thanks for your response!

We appreciate you for keeping us posted regarding your YouTube channel issue. We would like to take a closer look into this matter, and would like to know the current software version and build of your Roku device.

You can locate it by going through Settings > Select System > Software update > Check now. We also suggest you try to update the YouTube channel by navigating to the Home screenHighlight the YouTube channel > Press the star (*) button on your Roku remote > Check for updates.

For more details, please visit our Roku support article: Issues playing content on your Roku device

We will wait for your response.

Thanks,
The Roku Community Team

Riamie D.
Roku Community Moderator
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KBrate
Channel Surfer

Re: YouTube still will not launch

Device: TCL TV w/ Roku built in

Software Version 14.1.4

Build 7709 

No Updates Available 

 

YouTube - Up to date, no updates available 

(FYI - app has been removed and re-installed multiple times over the last 3 -5 days)

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RokuRiamie-D
Community Moderator
Community Moderator

Re: YouTube still will not launch

Thank you for the clarification @KBrate.

We have coordinated this with our Roku-appropriate team for further investigation. We would also like to have a couple of details below:

  • YouTube channel version: Highlight the app > Press the star (*) button on your Roku remote > Check for updates
  • Tracker ID: when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID

We will wait for your reply.

Cheers,
The Roku Community Team

Riamie D.
Roku Community Moderator
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