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RokuAustin's avatar
RokuAustin
Community Manager
2 years ago
Solved

HGTV GO - Will not load, crashes to home screen

We are receiving reports from users that the HGTV GO channel will not load on certain devices and crashes to the home screen.

It appears this issue impacts Roku Premiere Model 3920 (includes all 3920X, 3920R, 3920RW).

This is a Newly Reported Issue. 

What does that mean?

Newly reported issues mean that usually this issue is not widespread and we are still gathering information to help solve the issue. If the issue is a channel-facing issue, then we will work with the channel partner to help solve the issue.

Let us know...

  • Are you experiencing this issue too?
  • Are you seeing this issue on your Roku Premiere 3920 device, or a different device? Please include the model number if you are seeing it on a different device.
  • Please create a Tracking ID here and post it to this thread, along with the last 2 digits of your Roku Device ID.

Thank you for your patience as we work to solve this issue. You can hit the subscribe button to be notified of updates.

Roku Community Team

Newly Reported
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi lo35919,

    Greetings and welcome to the Roku Community!

    Thanks for sharing this information with us, and we'd like to know how we can help. Are you directly subscribed to HGTV Discovery+? If so, you'll want to contact the channel partner directly since they manage their content displayed on Roku. On the other hand, if you're subscribed through Roku Pay, let us know so that we can take a closer look at the situation.

    Keep us posted.

    All the best
    Kash,

26 Replies

Replies have been turned off for this discussion
  • RL1955's avatar
    RL1955
    Reel Rookie
    3 years ago

    When I click on the HGTV app, it begins to load then stops, and eventually returns to the home screen. This started happening about a week ago.

    I have followed ALL of the suggested repair steps (multiple times) without success: Restart, unplugged, Uninstall/Reinstall, checked for updates, reset to factory settings. I have two Rokus and this happens on both. I don't know if this is a Roku issue or an HGTV issue. Any suggestions?

    • RokuAustin's avatar
      RokuAustin
      Community Manager
      3 years ago

      Hi RL1955!

      Thanks for posting here.

      Are you able to stream content on other channels? What country are you located in? Is there any ad-blocking, VPN, or proxy in use that may be interfering with your streaming? 

      Keep us posted!

      • RL1955's avatar
        RL1955
        Reel Rookie
        3 years ago

        In answer to your questions --

        I can stream all other channels and was able to stream HGTV without issue until about 10 days ago. I even purchased a new Roku and set that up last night. I cannot stream HGTV from the new Roku either but all other channels are fine.  If there is something wrong with my individual account, I am at a loss as to know how to fix it.

        I am located in Michigan, USA.

        I am not aware of any blocking or conflict that should be interfering with streaming. 

        Any help you can provide is appreciated!

         

    • Tilda59junocom's avatar
      Tilda59junocom
      Newbie
      2 years ago

      The HGTV app on my TV does the same thing. I've also followed all of the suggested "fixes" and none have worked. It's the only app that crashes and prior to this, the app would have me check in with my TV provider (dish network) at least once a week. I'm not sure if the two issues are related ?

        I'm in the US and although there are some shows I really like, I'm so frustrated I'd like to give up. I've written to HGTV to no avail so if anyone finds a real solution LMK. 

      Thanks 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi Tilda59junocom,

        A warm welcome to the Roku Community!

        Can you please provide us with more specific information about the issue you are experiencing? Are there any recent changes on your Roku device, perhaps in the setup or settings, that might cause the problem? Are you encountering any error messages or error codes? Does the issue only occur on a specific channel or on all channels on your Roku device? In addition, can you also tell us the specific troubleshooting steps you have taken to resolve the issue?

        With more detailed information, we will be able to assist you further.

        Best regards,

        Chel

    • alwnc's avatar
      alwnc
      Newbie
      2 years ago

      I too am having issues.  I have opened a ticket with Discovery + and will post if I get resolution; I will admit that they have replied very quickly to my emails.  

      Just one piece of information.  I have several Roku devices and only the Roku Model 3920X is having issues; I have three of this model and they all have the same problem.  Model 3930X and my TCL Roku TV 32S327 can access HGTV GO with no issues. 

      • Scotty1759's avatar
        Scotty1759
        Reel Rookie
        2 years ago

        Good to know. I'm not sure of the Roku model numbers we have, but will check them out. I would be interested in hearing what Discovery tells you. 

        Thanks for the post. 

        Scott

  • emilycbor's avatar
    emilycbor
    Newbie
    2 years ago

    Same issue. Sometimes the app will load no problem, other times it acts like everything is loading and then crashes and takes me back to my Home Screen. 3920X model, device ID ending in 88. 

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi emilycbor,

    Thanks for flagging this to us, and welcome to the Roku Community!

    We certainly want to assist you, and as a start, kindly refer to RokuJanadeeK's comment above in this thread to see if the issue resolves your concern.

    If the issue persists, let us know so we'll be able to assist you further.

    All the best,
    Kash

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Scotty1759,

    We appreciate you taking the time to reach out to us and for making this your first post inside the Roku Community.

    We are aware of the ongoing problem, and we would want to take a more in-depth look at it to determine the best way to get you back on streaming as soon as possible.

    If you could share with us the details that RokuTakashi had previously requested directly above your post, we would greatly appreciate it.

    This will help our team to further look into it.

    Keep us posted!

    Thanks,

    Rey

  • Beachblonde09's avatar
    Beachblonde09
    Reel Rookie
    2 years ago

    I have had the same issue with 3 of my Roku devices for about 6 months and they are located at different addresses all in the United States. They are also using two different internet providers. I have tried reinstalling, forcing updates etc. but it continues to crash back to the Roku Home Screen or sometimes causes the Roku to restart itself. There is usually only a 10% chance that the HGTV app will work. I have also had the issue after watching one show on the app. Once it is finished and tries to return to another menu on HGTV then the whole thing crashes. In addition to HGTV the other apps from this developer have done the same thing including TLC and Discovery. 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi Beachblonde09,

        Thanks for sharing your concerns here in the Roku Community!

        Please be advised that we have passed along the information you provided to the appropriate Roku team for further investigation.

        Once we have available updates, we'll make sure to update this Community thread.

        We hope to get everything sorted out soon and appreciate your patience with us in the meantime.

        All the best,

        Chel