Forum Discussion

MacInOhio's avatar
MacInOhio
Channel Surfer
8 months ago

Acorn app not loading content after factory reset

Recently, I had to factory reset the Roku Ultra to solve an issue with the Hulu app.  Factory reset solved the Hulu issue, but since then the Acorn app will not load content until I restart the Roku ...
app playback
RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
8 months ago

Hi, MacInOhio.

Thanks for being part of the Roku Community!

We understand how inconvenient this must be for you, and we'd like to be able to assist you get back up and running. 

Could you let us know about...

  • Are there any error messages you're seeing on the screen when trying to stream the app?
  • Do you have other Roku devices that are also experiencing the same issue with the app? If yes, what is the channel build version of the app on the affected devices? (To see this, highlight the app from the Home Screen and press the Star * Button).

In the meantime, if this is the only app experiencing the behavior, you may need to contact the Acorn support team for further assistance. The channel team manages, maintains, and regulates most apps inside the Roku platform, and this app is one of them. 

To make sure that there are no steps left undone, you may visit this support article: Issues playing content on your Roku device.

We are hoping that everything will be sorted out for you soon. 

Best of luck,
Emman

  • MacInOhio's avatar
    MacInOhio
    Channel Surfer
    8 months ago

    Could you let us know about...

    • Are there any error messages you're seeing on the screen when trying to stream the app?

    No error messages.  Just the word "Loading" until I reset the Roku Ultra.

    • Do you have other Roku devices that are also experiencing the same issue with the app?

    My other Roku Ultra has no issues.  Content streams from the Acorn app exactly like it is supposed  to.

     

  • MacInOhio's avatar
    MacInOhio
    Channel Surfer
    8 months ago

    I binned the Roku Ultra.  Maybe I'll have better luck with a different streaming device.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      8 months ago

      Thanks for keeping us in the loop, MacInOhio!

      We love streaming as much as you do, and we understand how frustrating this issue can be. 

      To help us investigate further and so the Roku engineering team could look closely into this, could you provide the following information below?

      • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

      Please get back to us soon. 

      Best,
      Emman