Forum Discussion

droberts91's avatar
droberts91
Reel Rookie
3 years ago

Britbox is not loading on Roku device

My BB will not load and according to their IT people, it is a Roku issue.  But every channel streamed by my Roku device works, except for BB.  Now BB is saying a new update is coming that Roku needs to upload. Has anyone else been told this?

 

Thanks, D Roberts 

65 Replies

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  • Zararagirl's avatar
    Zararagirl
    Binge Watcher
    3 years ago

    Please read my prior posts.  I have done all of this and more!!!!! I resent being told to do the same things over and over.

  • Rick22's avatar
    Rick22
    Channel Surfer
    3 years ago

    Feb 10--Britbox will not load--spent a good deal of time with Britbox support--reloaded channel--then they tell me Roku did an update that is not compatible with Britbox and that is the reason the channel won't load.  You click on Britbox and the wheel turns and goes directly back to roku homepage.  To say I am frustrated is understatement.  What the **bleep** is going on Roku??  You did this without notice--

  • Rick22's avatar
    Rick22
    Channel Surfer
    3 years ago

    Issue is not resolved and Britbox says it is because Roku did an update that is not compatible with them.  Someone needs to get their act together and accept responsiblity.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Rick22,

      Thanks for posting in the Roku Community!

      We appreciate your patience with this issue. We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
      • steps to reproduce the issue you are seeing

      Once we have this information, we will be able to investigate further.


      Best regards,
      Mary

      • andrewteg's avatar
        andrewteg
        Channel Surfer
        3 years ago

        Hi RokuMary-F  and others,

        I'm still having trouble with Britbox and have been since end of January 😞

        Here's my details. I'm curious if it is my hardware and what hardware others have that have mentioned it is working for them ( Wendy1519LiverpoolPL etc) as I'm not opposed to a new Roku, as I have a Roku 2 getting older and slower, but this is happening on both that and my Ultra.

        Model: 4562RW - Roku Ultra LT
        Serial Number: YJ003E023581
        Device ID: 0460A3023581
        Software Version: 11.5.0 build 4312-46 (Last Updated 12/20/22)

        Britbox Channel Build: Version 3.0 build 662

        Opened Britbox, it spun and then returned to Home Screen.
        I did Issue Tracker Commands to get this Issue ID:  81-065-028

        A full screenshot of my Issue Tracker is at https://mega.nz/file/x5ckTIAQ#CNbV4XUYtT8g1Zm8yxHjkiwQ35eXLLMZggWjypQDgsQ

        Thanks for any ideas to get Britbox back again!
        Andrew

         

  • 3751's avatar
    3751
    Newbie
    3 years ago

    I have asked several times over the last few weeks about Brit Box boomeranging on my Roku TCL TV.  I can not even remove the app to reload it!  The only thing I have left to do is cancel my subscription, then try to renew it again.  This is crazy.  I can watch it on my windows PC but not on my Roku TV.  

    All of the responses you have sent me to tell me you are aware of the problem and that it is being worked on.  That was weeks ago.

    Please do something.  I am paying for something I do not get, except promises of "working on solving this issue."

    • Tonykski's avatar
      Tonykski
      Reel Rookie
      3 years ago

      Same problem here. Started Feb 3 2023. The Britbox app fails to open on Roku but works on PC or Android tablet. Neither Britbox or Roku is taking responsibility for this failure but someone is taking my money. Theft of service. I hope Roku or Britbox refunds my Feburary payment. I have recently canceled my subscription so I don't have to pay again for something I didn't receive. I think everyone should do the same. Then we might see some results.

      • Wellsdm2's avatar
        Wellsdm2
        Channel Surfer
        3 years ago

        I would totally cancel until they fix it but we bought the yearly subscription. 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      3751 

      Thanks for the post.

      Looking at your Community activity, this is the first time you've posted. Can you provide us with more information about whom you were in contact with regarding the issue you are experiencing?

      In the meantime, please be aware that the appropriate Roku team team is currently investigating this issue. Until further information is available, can you please provide us with the following information: 

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
      • steps to reproduce the issue you are seeing 

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


      Thanks,
      Danny

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Hi Tonykski Wellsdm2 

        Thanks for the posts.

        We would be more than happy to look further into the issue you are experiencing with the Britbox channel not loading. In order for us to investigate the issue further, we will need more details. Can you please provide us with the following information: 

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
        • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
        • steps to reproduce the issue you are seeing

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


        Thanks,
        Danny

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi droberts91,

    Saw your post!

    We would like to know how to identify and resolve any playback issues. I have a few questions to better understand the behavior you are seeing:

    1. What Roku model device are you using?
    2. What troubleshooting steps have you taken so far to try to resolve the issue?
    3. Have you tried removing the channel, restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step), then once it loads up again, adding the channel back once more to see if that clears things up?

    Please keep us posted and we'll continue assisting you from there.


    Best regards,
    Mary

    • droberts91's avatar
      droberts91
      Reel Rookie
      3 years ago

      Roku model is RC128

      Last  update was 12/14/2022

      I rebooted the system (shut down the tv and Roku device) several times. Remove the channel, then added it back.  I also tried doing a manual update. 

      I tried your suggestion, but result was the same,,,click on BB, looks like it is loading, then it bounces back to the home screen. 

      I've been in communication with BB for a week+ now.  All channels are working okay...BB does not work at all.  BB does load on the Roku Channel..I found a series with a free episode and it played with no problem.

      Thanks, dee roberts

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi droberts91,

        Thanks for the update and for letting us know all that you've done.

        Please provide us with the following information for further investigation:

        1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
        2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
        3. Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
        4. Steps to reproduce the issue you are seeing

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


        Best regards,
        Mary

  • Wellsdm2's avatar
    Wellsdm2
    Channel Surfer
    3 years ago

    We are having same problem.  Britbox website says it’s up and running.  We are able to stream on our phones but not our Rokus.  Britbox recommends contacting Roku as we have followed all recommendations and it’s still not working.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Wellsdm2,

      Thanks for posting in the Roku Community!

      We'd like to know more about how we can help. Can you please provide us with more specific information about the issue you are experiencing?

      Please provide us with the following information:

      1. What Roku model device are you using?
      2. Are you being prompted with an error message?
      3. Do you observe this behavior while using any other channel(s) on your device?
      4. Have you tried removing the channel, restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step), then once it loads up again, adding the channel back?
      5. What troubleshooting steps have you taken so far to try to resolve the issue?

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

       

      Best regards,
      Mary

      • Wellsdm2's avatar
        Wellsdm2
        Channel Surfer
        3 years ago

        Model Number 4800X-Roku Ultra, software version 11.5.0-build 4312-C2

        No error message, just goes back to Home Screen
        No other channels effected
        Yes, we tried to remove, reboot and added back twice - same result and will not work
        Two weeks ago it randomly would log us out while we were watching Britbox
    • Wellsdm2's avatar
      Wellsdm2
      Channel Surfer
      3 years ago

      Britbox needs to update so it works with Roku. Unless Roku is withholding info or something, it is Britbox’s  responsibility to maintain and update their app.   It’s been over two weeks and it still will not work on Roku.

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi Wellsdm2,

        Thanks for sharing your observation.

        We sincerely appreciate your patience regarding this channel issue. We are currently aware and our engineering team has been investigating this issue closely. We prioritize resolving this as soon as possible, and we ask that you bear with us as we manage this issue.


        Best regards,
        Mary

  • Tonykski's avatar
    Tonykski
    Reel Rookie
    3 years ago

    I have the same problem on my Roku Ultra. Britbox app stopped working Feb 3. Followed the instructions to remove, restart, reinstall app. No luck. Britbox app still won't launch. I have a paid subscription and the app works on tablet and PC. 

    • Anonymous's avatar
      Anonymous
      3 years ago

      Hi  Tonykski

      Thanks for keeping in touch!

      Many channels on Roku are maintained by the channel provider themselves. Since the error only occurs on the Britbox channel, that's an indication that there's likely an issue within that specific channel that needs to be addressed with an update from them. We indeed recommend contacting Britbox Support to report the issue and get help.

      Thank you for your understanding.


      Warm Regards,
      Lianna

  • jerry-tennis's avatar
    jerry-tennis
    Channel Surfer
    3 years ago

    Received this from Brit Box on 3/1/2023:

    Thanks for reporting this issue to us; our tech team is aware of the BritBox app issue on the Roku device 
     
    We have a fix prepared, but fixes are implemented with app updates. The next Roku BritBox app update is expected to happen in the near future, because Roku manages testing and approval for the release, we cannot offer a definite timeframe.
     
    Please ensure your app is up to date in the coming weeks. You can learn more here About Updating Apps.

    • Wellsdm2's avatar
      Wellsdm2
      Channel Surfer
      3 years ago

      We are able to watch Britbox now!  It was fixed a couple of days ago.  Thanks for all the information and help.

  • jerry-tennis's avatar
    jerry-tennis
    Channel Surfer
    3 years ago

    I have the same problem since mtd February. Was told by BB that the next Roku software update would fix the problem.

  • KC1937's avatar
    KC1937
    Newbie
    3 years ago

    Same issue. Removed Britbox and reloaded .Updated all devices. I have Premier 3920X. I noticed on on Britbox website their Version is 3.9 and on Roku the updated version on Britbox is 3.0. Roku app still crashes. 

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi KC1937,

      Thanks for your first post in the Roku Community!

      We appreciate you letting us know about this issue. We apologize for the inconvenience this has caused.

      If you are still experiencing an issue with Britbox crashing, please provide the necessary details I requested just above your post.

      Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


      Best regards,
      Mary