Forum Discussion

Rosarita1976's avatar
Rosarita1976
Reel Rookie
2 years ago
Solved

CBC gem not loading episode and can’t navigate in app

I have 2 issues with CBC Gem. When I open it on my Roku TV, the menu at the top disappears and pressing the buttons on my remote does nothing. The only way it will work is if I go back to the Roku Home Screen then open CBC Gem again.

The other problem I have is that if I open an episode to continue watching, after all the ads, it just has the spinning circle as if it’s loading, but nothing plays.

I’ve uninstalled the app and reinstalled it, but it didn’t work.

Is there a way to fix this? The only way I can watch anything is on my iPad or my phone.

  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Dominic_Mtl,

    Thanks for the post,

    We're sorry to hear about the inconvenience caused due to the issues you are facing with the CBC Gem channel. As we have already performed troubleshooting steps and verified that your Roku device is up to date and all other channels are functioning properly, we recommend that you directly contact the channel publisher for further assistance. Please inform them about the troubleshooting steps you have already taken with us.

    Feel free to review our recommended steps for resolving channel-related playback issues here: How to resolve a channel playback issue

    Thanks,

    Arjiemar

  • RobJL's avatar
    RobJL
    2 years ago

    When clicking on the CBC Gem app , quickly push the down button a couple of times on the Roku remote. This will prevent screen lock up and then the bar at the top will return and things will work normally. This will prevent you retrying the app a second time.

12 Replies

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    2 years ago

    Rosarita1976-

    After removing a channel, best practice is to restart** your Roku to clear its memory cache BEFORE reinstalling the channel. Without the restart you may not get a clean reinstall.

    Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

    **On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

    • Rosarita1976's avatar
      Rosarita1976
      Reel Rookie
      2 years ago

      I did a system restart as recommended, and it didn’t work. When I open the cbc gem app the first time after turning on my tv, the top menu disappears and I can’t navigate down to click on the episode I want to continue. It only works if I go back to the home screen on my tv then click on the app to open it again.

      • KW7's avatar
        KW7
        Reel Rookie
        2 years ago

        I have the exact same problem. I have contacted CBC but have heard nothing from them. There have been a series of issues since CBC switched to Gem, so I fear a system compatibility issue that CBC and Roku need to work together to resolve. 

  • Danielpatrick's avatar
    Danielpatrick
    Newbie
    2 years ago

    Im having the exact same problem. I open the app nothing works and then i close it open it back up and it works. 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Danielpatrick,

      A warm welcome to the Roku Community!

      Have you tried removing the affected channel and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

      1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
        • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
      2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step).
      3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
        • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

      For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

      Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

      All the best,

      Chel

      • Dominic_Mtl's avatar
        Dominic_Mtl
        Channel Surfer
        2 years ago

        I am having the EXACT same problem. It has nothing to do with resetting my Roku or deleting/reinstalling the app. I've done it many times and the problem persists.