Forum Discussion

KrymsonPyrate's avatar
KrymsonPyrate
Newbie
2 years ago
Solved

CTV App and Local News not being offered suddenly

Hi Roku

We are having an issue with the OnAir portion of the CTV App. When we log in we would always find CTV News London (where we live) and watch it every morning. However lately it is only giving us the option to see CTV New Barrie (not where we live). The issue we have is if we log into the CTV App itself on our phone we can get the London News with no issue - it is only when we use the ROKU APP on our Samsung Smart TV that it is unavailable. We have contacted CTV but with no response however, it seems likely it might be on the ROKU side of things since it only happens using the ROKU app. Any suggestions?

  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi KrymsonPyrate,

    Thanks for the first post in the Roku Community!

    In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power > System restart. (If you do not see a Power submenu, skip to the next step.)

    For detailed instructions, refer to this Support link: How to resolve a channel playback issue

    Please let us know how it goes.

    All the best,

    Chel

19 Replies

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi KrymsonPyrate,

    Thanks for the first post in the Roku Community!

    In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power > System restart. (If you do not see a Power submenu, skip to the next step.)

    For detailed instructions, refer to this Support link: How to resolve a channel playback issue

    Please let us know how it goes.

    All the best,

    Chel

    • Dmatthews2004's avatar
      Dmatthews2004
      Channel Surfer
      2 years ago

      I found the CTV app but when I try to add it to my tv the add button isn’t working?

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi Dmatthews2004,

        Welcome to the Roku Community!

        We're sorry for the delay in responding about this CTV channel and thanks for reaching out.

        If you're still experiencing the issue, please let us know if the Add option on your TV screen is grayed out. Or take a picture of it and share it here so that we can have a reference on the issue.

        Please keep us posted!

        Regards,
        Rey

  • RH15's avatar
    RH15
    Reel Rookie
    8 months ago

    We are having the same issue.

    Used to get CTV Ottawa [where we live] on the app but now we get CTV Toronto and CTV2 Barrie instead

    Have reinstalled the app and it works fine other than the wrong location

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      8 months ago

      Welcome to the Roku Community, RH15.

      Thanks for letting us know about being unable to stream your local channels. We'd like to suggest some steps you could try.

      You may try entering your zip code in the Settings menu on your Roku device using the steps below.

      1. Press Home on your Roku TV remote
      2. Scroll and select Settings
      3. Select System
      4. Select the Zip code and enter your zip code
      5. Press OK to update the zip code

      Let us know how it goes and we'll go from there. Let us know if you need any help.

      Best regards,
      Carly

      • RH15's avatar
        RH15
        Reel Rookie
        8 months ago

        On our TV there is no place to enter your postal code/zip under settings/system There is just time zone etc.