Roku 3 issue

[IndyColtsFan]

My Roku 3 consistently gives a "We're having trouble playing this title right now" error when attempting to play videos from the Netflix channel. The Roku 3 is hardwired into a wireless bridge and none of the other video applications we use on the device (Amazon, Plex, etc) have any issues whatsoever. Here is what I have tried:

1. I have tried to plug the Roku 3 into a newer wireless bridge. The problem persists with Netflix.
2. I have tried to plug the Roku 3 into a powerline Ethernet connection. The problem persists with Netflix.
3. I have tried connecting the Roku 3 to my wireless network directly. The problem persists with Netflix.
4. I tried a factory reset on the Roku 3, ensured that I installed any new updates (there were none) and reloaded Netflix. The problem persists.
5. Note that I also have two Roku 2 devices connected to the same network wirelessly and neither device has an issue with Netflix. Only the Roku 3 has an issue and only, apparently, with Netflix. Amazon Instant Video and Plex continue to work flawlessly.

At this stage, I am not sure what else I can try. Any ideas?

 

[steppinthrax]

My Roku 3 consistently gives an "We're having trouble playing this title right now" when attempting to play videos from the Netflix channel. The Roku 3 is hardwired into a wireless bridge and none of the other video applications we use on the device (Amazon, Plex, etc) have any issues whatsoever. Here is what I have tried:

1. I have tried to plug the Roku 3 into a newer wireless bridge. The problem persists with Netflix.
2. I have tried to plug the Roku 3 into a powerline Ethernet connection. The problem persists with Netflix.
3. I have tried connecting the Roku 3 to my wireless network directly. The problem persists with Netflix.
4. I tried a factory reset on the Roku 3, ensured that I installed any new updates (there were none) and reloaded Netflix. The problem persists.
5. Note that I also have two Roku 2 devices connected to the same network wirelessly and neither device has an issue with Netflix. Only the Roku 3 has an issue and only, apparently, with Netflix. Amazon Instant Video and Plex continue to work flawlessly.

At this stage, I am not sure what else I can try. Any ideas?

Are they all using the same Netflix account?

As far as i know netflix has a limit of simultaneous users. Even though you may not be in the netflix channel, they may still "hold" onto a session (the other roku)...

 

[SlitheryDee]

Have you tried restarting your modem and all routers? I had a similar problem that was inexplicably solved that way. Also, if it's a netflix session number issue, I think you can go into your account settings on netflix's website and force it to log out all devices so you can be sure that the roku is the only running session.

 

[IndyColtsFan]

I found the source of the problem but I can't explain it yet, especially since my other Roku devices (both Roku 2) work fine. It is related to my Sophos UTM firewall. If I have the Roku 3 go through another gateway, it works fine. Only when the Sophos UTM firewall is the default gateway do I see this issue. This is really weird because my other Roku devices go through that firewall. They're both Roku 2 boxes and this one is Roku 3; as far as I can tell, they both have the same exceptions in the IPS, ATM, and other rules on the firewall. Hmmmm.

 

[arch113]

I also have a Roku 3 and Sophos UTM. Most of my problems seems to be the wireless bridge, when Netflix doesn't work, usually nothing else works either (on the same switch as the wireless bridge), rebooting the bridge fixes my problem. I will check my firewall and see what i have the Roku 3 set too (as far as IPS, etc).

I found the source of the problem but I can't explain it yet, especially since my other Roku devices (both Roku 2) work fine. It is related to my Sophos UTM firewall. If I have the Roku 3 go through another gateway, it works fine. Only when the Sophos UTM firewall is the default gateway do I see this issue. This is really weird because my other Roku devices go through that firewall. They're both Roku 2 boxes and this one is Roku 3; as far as I can tell, they both have the same exceptions in the IPS, ATM, and other rules on the firewall. Hmmmm.

 

[IndyColtsFan]

I also have a Roku 3 and Sophos UTM. Most of my problems seems to be the wireless bridge, when Netflix doesn't work, usually nothing else works either (on the same switch as the wireless bridge), rebooting the bridge fixes my problem. I will check my firewall and see what i have the Roku 3 set too (as far as IPS, etc).

You should have exceptions in your intrusion prevention section and in filtering options. I have exceptions for each Roku device and several Netflix IP ranges and domain names.

One thing I just added was to skip transparent mode interception for all my Rokus (source) and Netflix (destination) and added an additional Netflix subnet to the IPS exceptions. So far, it has been working for 7 minutes without interruption so I'll let the movie play to see if it dies or if I've fixed the problem. If it does fix it, I still can't explain why only the Roku 3 was affected though it does have a different version of the Netflix app and I wonder if it is going to different hosts (the ones I just added).

 

[Kaido]

I found the source of the problem but I can't explain it yet, especially since my other Roku devices (both Roku 2) work fine. It is related to my Sophos UTM firewall. If I have the Roku 3 go through another gateway, it works fine. Only when the Sophos UTM firewall is the default gateway do I see this issue. This is really weird because my other Roku devices go through that firewall. They're both Roku 2 boxes and this one is Roku 3; as far as I can tell, they both have the same exceptions in the IPS, ATM, and other rules on the firewall. Hmmmm.

Can you setup the Roku through a DMZ?

 

[IndyColtsFan]

Can you setup the Roku through a DMZ?

I could potentially do that, but I managed to fix the issue. Not sure why it only affects Roku 3 and not Roku 2 though. Even still, with Sophos, it is pretty complicated -- you still have to enter exceptions in the various places even if you created a DMZ with it.

I do have a ticket with Roku open so I'll tell them what I did to fix it and ask how the Roku 2 and Roku 3 differ in terms of network traffic.

 

[IndyColtsFan]

UPDATE: My firewall policy additions seemed to fix the issue on the Roku 3. I haven't heard back from Roku yet but I'm hoping they'll shed some light on the differences in network traffic between Roku 2 and Roku 3.

 

[arch113]

You should have exceptions in your intrusion prevention section and in filtering options. I have exceptions for each Roku device and several Netflix IP ranges and domain names.

One thing I just added was to skip transparent mode interception for all my Rokus (source) and Netflix (destination) and added an additional Netflix subnet to the IPS exceptions. So far, it has been working for 7 minutes without interruption so I'll let the movie play to see if it dies or if I've fixed the problem. If it does fix it, I still can't explain why only the Roku 3 was affected though it does have a different version of the Netflix app and I wonder if it is going to different hosts (the ones I just added).

I don't have exceptions in the intrusion prevention section, but I do have the following:
skip:
antivirus
extension blocking
mime type blocking

url filter
content removal

certificate trust check
cert date check