Roku app timing out when launched, not loading libraries

[Cc453 0]

Starting since last night, the Roku app has been timing out and not loading, alternating between not being able to sign in to the server on the Roku app, or displaying a generic "Error: Timeout" message before loading the home screen (see attached). Just a few minutes ago, I managed to get to the home screen and was able to send developer logs (4:20pm EST, today, 7/20/26). The Android app connects to my server just fine and plays files no problem, it's just been the Roku app for the past 18 hours or so. I tried uninstalling and reinstalling the Roku app, deleting the server and readding it, restarting the Roku system. Roku app logs already sent, also attached my server log file.

embyserver.txt

[ebr 16515]

Hi.  There is nothing interesting in your app log.  It looks like you just started the app and sent the log.  You would need to reproduce the problem and then send the log immediately after that as Roku logs don't persist across sessions.

The server log only appears to have one reference to the Roku app and it, again, appears to just be a successful login at the very end.

Symptoms sound like a temporary network issue, though.

[Cc453 0]

Does the server log attached show anything? I only sent that Roku debug log because I was able to finally move past the timeout and login screens, one time.  at all other times , I can't get even to a place to send roku debug logs because it won't progress to the home screen. it alternates between the error shown above , and this one (attached). this has now persisted for 36+ hours, and again, is only affecting the roku device. 

[ebr 16515]

3 hours ago, Cc453 said:

Does the server log attached show anything?

 

20 hours ago, ebr said:

The server log only appears to have one reference to the Roku app and it, again, appears to just be a successful login at the very end

 

[Cc453 0]

Sorry that I missed that in your initial reply. what would you suggest as next steps? 

[ebr 16515]

Are you sure there have been no updates at the network level?  Router updates?  We've seen router security software interfere with only certain devices before.

[speechles 2102]

As a quick fix you can try to delete the Roku devices from the device list on your Emby server. On your server Dashboard, the Devices tab, find any and all Roku devices and delete them. Don't worry the next time someone connects with a Roku their access token will be stashed and the device recreated. They won't know you did anything at all.

Sometimes you can authenticate with the token but the server name or something has changed on the Emby server side. The Roku has the old server name or outdated info. Which then invalidates the token even though it appears correct and valid. The hash is derived from the server name combined with the username. The Roku doesn't yet understand this condition when it happens. It doesn't understand that the token can be correct but you can still be locked out. We need to code something in to better know when this happens and to invalidate the token it has stored for that user rather than stash it. But to do the same thing you can delete the Roku devices from the server dashboard devices tab. That will cause the server to not compare, but instead regenerate a new token. That new token should then allow you into the server if that is what was happening. The Roku will just log in afterwards without issue.

If it still doesn't work after doing this it is definitely some kind of timeout in the app happening that we would need to investigate. Let us know if  you still have problems.

Edited 39 minutes ago by speechles