Get help with Roku streaming issues

Troubleshoot DIRECTV STREAM app streaming, video, and sound problems on your Roku player.

General Roku troubleshooting tips

Roku streaming players

  • Make sure you’re connected to your home Wi-Fi network.
  • Make sure you have the suggested internet speeds for DIRECTV STREAM.
  • Delete the DIRECTV App from your player and download it again.
  • Confirm your Roku remote control batteries still work.
  • Check for Roku device updates.
  • Unplug your Roku device from your TV or monitor for 1 minute.
  • Restart your Roku device.

Important: Accessing the DIRECTV App on your Roku will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV STREAM device.

Roku mobile app

  • Make sure your mobile device is fully charged and connected to the internet.
  • Check your app store for updates to DIRECTV STREAM and Roku apps.
  • Delete the DIRECTV App from your mobile device and download it again.
  • Check for software updates for your mobile device.
  • Restart your mobile device.

Video playback

Having pixelated or no video, video that’s out of sync with audio, or other video issues on your Roku? Try these options:
  • Turn your TV off and back on.
  • Make sure your Roku player or TV isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.
  • Check the video input cable to make sure it’s firmly connected to your Roku player and to the HDMI or composite connector on the TV.
  • Try disconnecting and reconnecting all Roku cables, including the power cable.
  • Make sure your Roku Streaming Stick is snugly connected to your TV’s HDMI port, if applicable.
  • Be sure you selected the correct TV video input (or source) that your Roku player connector is connected to. Or, try a different input.

Sound issues on Roku players

If the DIRECTV App launches on your Roku player, but doesn't play sound, plays sound that’s out of sync with video, or has other sound problems, try these options:
  • Check the volume level and mute settings on your TV and any audiovisual (A/V) receivers you may have.
  • Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.
  • Make sure that any composite cable sound connectors are snugly attached to both the Roku player, the TV, and any A/V receiver.
  • Connect your Roku player to a different input to see if you can hear sound.
  • Check your Roku audio settings by selecting Home > Settings > Audio.
    • Set HDMI and S/DIF to Dolby/D.
    • Set HDMI to PCM-Stereo.

For more help with Roku issues, visit Roku support.

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