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 ...
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

       

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

        Hi andrewteg,

        Thanks for providing the information needed.

        We're sorry to hear that you're having a channel playback issue with Britbox. I have passed along your details to the Roku team for further investigation. Please be advised that we are currently aware of the issue and our engineering team has been investigating this issue closely. Rest assured once more information is available I'll be sure to update this Community thread.

        If you have any other questions or concerns, please let us know.

         

        Best regards,
        Mary