HOME - ROKU Problems

Tell us about your ROKU problems.



I bought a ROKU player in April of 2009 and experienced some serious problems about a year later. My experience dealing with the ROKU player and the ROKU support staff irritated me so much I decided to build a website that would allow everyone out there with a similar experience to express their views.



Comments Received
2014-05-31
posted by:
ray
As of today, I have received no response back from the following 'Netflix/roku' issue .......

Welcome to LiveChat
UK - Neethy R
Roku Streaming Professional
Good
UK - Neethy R
Hello ray. How may I help you?
ray
roku has changed the way Netflix displays it's movie selection. no more genres!?
can't browse movie genres.
IT's Bad.
UK - Neethy R
Not to worry. Let me help you with your concern.
I see that you have two different Roku models. Do you have the issue with Netflix on both the Roku's?
ray
I have 3 roku's
Yes on two...i'll have to check the 3rd....
UK - Neethy R
Yes please.
ray
the 'watch instantly' listing is gone on all three.
UK - Neethy R
Do you have this option under Netflix in any of the other device like a bluray or on your computer?
ray
on computers and android tablets I can get to genres
UK - Neethy R
Okay. Please give me few minutes to check with my resource.
ray
thank u
UK - Neethy R
Thanks for your continued patience.
Let us try to troubleshoot one box and see if the issue is resolved.
Please go to settings>system update>check for updates.
Let me know how it goes.
ray
I have done before...but will do again.
UK - Neethy R
Thank you.
ray
all 3 have current updates...build versions are different...different models.?
UK - Neethy R
Yes, the version will be different for each models.
have you tried removing and adding the channel?
ray
no.
should I try?
UK - Neethy R
Okay. Please try that on any one of the Roku. Choose the channel>push the * button on the remote>select remove.
Please let me know once the channel is removed.
ray
removed from XD box
UK - Neethy R
Okay. Please unplug the power connector from the back of the Roku, then reconnect and wait for it to power up.
ray
re-powering
UK - Neethy R
Okay. Once you get the Roku home screen please add the channel from the category "movies & TV" under channel store.
ray
k
UK - Neethy R
Once the channel is added, please check if you have the category back.
ray
it wants me to sign back in
UK - Neethy R
Please log in to the Netflix channel on Roku.
ray
k
no change
UK - Neethy R
Okay. May I know since when you are facing this issue?
ray
it started about a month ago.
UK - Neethy R
Okay. There could some changes made by the channel vendor on Roku. I would suggest you to contact the channel vendor Netflix to check on this.
8:17 am
ray
already have.....no luck...they said contact u guys
8:19 am maybe roku should contact channel vendor and say what's u with u guys?
U guy’s vs. U guys…and the consumer takes it in the rear.!
UK - Neethy R
I am sorry Ray, please give me 2 mins
ray
k
am sorry Ray, please give me 2 mins
ray
k
8:28 am
UK - Neethy R
Thanks for waiting.
8:29 am Let me refer this case number to our technical team and check the issue.
8:30 am For that I need few information.
ray
k
k
UK - Neethy R
Please press the
Home 3x, Up 2x, Left, Right, Left, Right, Left. You will get the channel version info screen. Please provide me the Netflix channel version.
Did you get the screen?
ray
ver 3.1 on xd model
UK - Neethy R
Are you referring the software version of the Roku?
ray
ver 4.1 on model 3
o yhis is Netflix ver
UK - Neethy R
Thank you for the information.
We will get back to you when we receive an update from our technical team.
ray
ver 3.1 on xs model
8:39 am
UK - Neethy R
Thank you for the information.
Have a good day!
ray
how will u get back to me?
UK - Neethy R
Through email. Your email address in our records is .........
ray
thanks Neethy for your time.
8:40 am
UK - Neethy R
It's my pleasure Ray.
Take care. Bye!
Thank you for your chat. Feel free to contact us again
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   respond to this post

2014-05-30
posted by:
James Kapherr
Hi guys

Got a bit of a weird problem.

I have the following setup:

BT Infinity 2 (78Mbit / 19.5Mbit sync speed)
BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.173.1.6 | Last updated 20/02/14
BT YouView Vision Box
Roku 3 Media Streamer
Media Center PC
Desktop PC
2 x Nexus 5 Mobiles
1 x Hudl Tablet

My network uses 2 x TP-Link Gigabit Switches to handle traffic from the devices, so they have a Gigabit connection. This setup has worked fine for months.

I have had a Netflix account since November last year and used it with the Roku 3 since then - no issues.
About 2 weeks ago, it stopped working with Roku 3 and the Netflix app.
It works fine via all the other devices - but Roku can send their app traffic over a different CDN - and they suggest we change DNS on the router to see if that resolves the issue. As you can imagine, the Home Hub 5 is locked down so I cannot do that, and the Roku does not allow you to change DNS itself. Stumped.

The error I get is as follows:

"Couldn't connect to Netflix. Please try again or restart your home network and streaming device. For more information, visit netflix.com/nethelp. Code: nw-2-5"

Netflix Server 1 = OK
Netflix Server 2 (nw-2-5) = Failed
Netflix Server 3 (nw-2-5) = Failed
Internet Connection = OK

I have tried factory resetting the Home Hub 5 and factory resetting the Roku box. None of it fixes it.
I have 'signed out' of all devices on the Netflix homepage.

I get the error "Couldn't connect to Netflix. Please try again or restart your home network and streaming device. For more information, visit netflix.com/nethelp. Code: nw-2-5"

This is before it even logs into the service.

http://downrightnow.com/netflix = shows no issues.

Roku and Netflix say it is my ISPs problem with their routing. I am going to jump the gun and say you will say it is their issue. End of the day, there is an issue and I cannot troubleshoot it due to a locked down router and Roku box.

Netflix use LibSyn's content delivery network for their streaming, so I cannot provide traces etc.

As I said before, Netflix works fine on all the devices other than the Roku Netflix application.


UPDATE:
I have now tried with a TG589vn v3 router, where I can use a different DNS from BTs.
If I use OpenDNS, Netflix on the Roku works. Was working perfectly for 2 weeks. I now removed the OpenDNS servers and set it back to BT's DNS - guess what? Fails to connect.

It is an issue with BT's DNS but I am going to go around in circles over this as BT will blame Roku, Roku will blame BT - even though I have proved it to the BT DNS

I called BT and they won't accept it as their issue and said I need to talk to Roku/Netflix.    respond to this post

2014-05-29
posted by:
Anonymous
A lot of people seem to be having the same problem I was where the Netflix start screen was hanging indefinitely, and video was loading very slowly, stuck at 3%, then 5%, then 6% etc. However the fix was on the first page here.

All I had to do was mash on the 6 grouped together buttons! (pause, ff, rw, ok, etc.) I couldn't believe it, but as soon as I started pressing these buttons repeatedly together, Netflix loaded up like I had entered some secret code. Same thing on the video loading progress bar. If it got stuck, just mash the buttons and it loads like a dream, as if I'm pressing the "load video" button.

This puzzles me greatly since I'm a software developer and can't even begin to imagine how this would fix anything, but it really does. Hope this helps others.    respond to this post   (20 responses - view)

2014-05-29
posted by:
van
minneapolis, mn
I don't get a chance to watch tv alot, but when I do I try to watch Netflex, and seems that everytime I try to go on I always get the message" not connected to internet services"..Everything else works but Roku Netflex!!! VERY DISSAPOINTED!    respond to this post

2014-05-29
posted by:
lee penn
I just got off the phone with the frankfort plant board and they said they were aware of the problem and were trying to fix it    respond to this post

2014-05-29
posted by:
lee penn
frankfort, ky
I live in east frankfort and have 4 rokus. I cannot get netflix or amazon video to load even by removing and re-adding the channels. Hulu works fine I need some help as others do too.If someone can solve our problems we would be very grateful    respond to this post

2014-05-28
posted by:
Nathan
Frankfort, KY
I am unable to connect to Netflix or Amazon on my Roku 3 this evening. However, I can stream HuluPlus without issue. On Netflix, I get the message, 'Couldn't connect to Netflix. Please try again or restart your home network and streaming device. For more information, visit netflix.com/nethelp. Code: ui-113. On Amazon, I get the message 'Can't connect to Amazon Instant video'.

I've reset my network and device to no avail. A speedtest reveals normal streaming rates. When I click more details on the Netflix error and then click 'Check your network', everything checks out. And, I can stream both services from my laptop via a wireless connection.

FYI, I also tried to access these services on my Roku 2; same issue. What's up?    respond to this post   (7 responses - view)

2014-05-28
posted by:
Shane
Calgary, AB
(Roku 3)

NETFLIX would not load past Red screen...

I went online and in my NETFLIX profile I choose the option "Log out of all devices", I also unplugged the Roku for about 1-2 minutes. Once Roku turned back on I started Netflix, it asked for my login info and it ran perfect!    respond to this post

2014-05-28
posted by:
hope this helps
When Netflix won't load past red screen on roku 3, don't reload anything, just push the bottom six buttons a lot and it'll come up.    respond to this post   (4 responses - view)

2014-05-28
posted by:
Anonymous
I have the Roku streaming stick. Netflix froze at the red "Netflix" logo screen. I unplugged the USBl power cord from the Roku stick, left it unplugged for several seconds (about 10 or 15), replugged & rebooted Roku (took a couple of minutes for the dancing Roku logo to finish booting) then tried Netflix again-- it is fixed, Netflix launches now.    respond to this post

2014-05-25
posted by:
Anonymous
I seem to be having a similar problem to many on here, but my Roku sticks on the Netflix "retrieving" screen and will go nowhere. I removed and reinstalled Netflix. I unplugged the player for 5 mins and plugged it back in. I signed out and signed back in. Still stuck on the "retrieving" screen. Any other thoughts?    respond to this post

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