Forum Discussion

Shell57's avatar
Shell57
Channel Surfer
3 years ago
Solved

Discovery Go channels not loading

All channels under the Discovery Go umbrella (ie Magnolia, Discovery, HGTV, FoodGo etc) are not loading. I have them  linked to my DirectTV account so that’s not the issue.  And it’s only these channels. (Prime, Netflix, TNT, DirectTV all load just fine).  I have restarted Roku device, removed channel and reloaded still nothing 

  • Toddpop's avatar
    Toddpop
    2 years ago

    I have been working with TLC/DISCOVERY , and all my apps are all working again!

    They came out with an updated version, which resolved it of the best for TLCGO and DiscoveryGo... I had to uninstall AnimalPlanetGo, restart, then reinstall. It froze on the first try, but on the second try it loaded and is now working!

    Thanks to Discovery/TLC IT team for working with me to get it working again 

36 Replies

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  • badsupport27's avatar
    badsupport27
    Reel Rookie
    3 years ago

    I found the best way to fix this is to get rid of your Roku... Roku support will not do anything but put it off on the channel provider.  This all occured after the latest Roku system update and they refuse to take ownership in this issue.  I have dealt with Roku support putting more effort into proving me as liar rather than taking care of a customer and resolving the issue....

    • Nsady1's avatar
      Nsady1
      Reel Rookie
      3 years ago

      Yep! I’m having the same issue too. It all started after the latest Roku system update. Having the same issue on both of my TVs. 

      one thing I’ve noticed is that after a few days, when Discovery Go automatically logs you out, I can access the app and login in. Most of the time it runs slows and just closes down. However, last night, it loaded super slowly but I was finally able to watch the first episode of the new Expedition Unknown season!

      Discovery Go is the app I watched the most with Roku and not having it and not being able to find a resolution is getting irritating. 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        3 years ago

        Hi Nsady1,

        Welcome to the Roku Community!

        Thanks for letting us know about the behavior you are seeing with your Roku device when streaming content through the Discovery GO channel. We'd be glad to check more to see how we can assist. We recommend starting here to troubleshoot channel issues.

        Follow these steps:

        1. Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose "Remove channel."
        2. Next, restart your device from Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).
        3. After your Roku device restarts, visit the Roku channel store and add the channel again.

        See more tips and troubleshooting steps for this type of issue here: How to resolve a channel playback issue.

        If the issue remains unresolved, please be advised that many channels on Roku are maintained by the channel developers themselves. We suggest you contact the Discovery GO channel's customer support team to report the issue and get help. You can contact them here.

        Please keep us posted, and we'll continue assisting from there if needed.

        All the best,

        Chel

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

    Hi Shell57,

    Welcome to the Roku Community!

    Thanks for letting us know about the behavior you are seeing with your Roku device when streaming content through the Discovery GO channel and we appreciate the troubleshooting steps you've done so far. 

    One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.

    If the behavior continues and you encounter an issue within a channel that isn't occurring in every other channel on your device, you'll want to contact the channel provider directly to report the issue and request additional support. Each channel on the Roku platform is built and maintained by the channel provider themselves.

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


    Best regards,
    Mary

    • Shell57's avatar
      Shell57
      Channel Surfer
      3 years ago

      Mary, Thank you for your prompt reply. I did the system update, as well as checked any updates on DiscoveryGo app itself which result was the app is up to date and it is still not responding.  I also sent a “Give Us Feedback” option of “Channel failed to launch/load/start”.  Not sure how they follow up on my feedback. 

      • Shell57's avatar
        Shell57
        Channel Surfer
        3 years ago

        I’ve removed all apps associated with DiscoveryGo, unplugged roku device, restarted device, reloaded only DiscoveryGo app and still not working. DiscoveryGo website chatbot is useless. May have to buy a Firestick!

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

      Hi Shell57,

      Thanks for sharing your observation.

      If other channels are working correctly, and you only experience this issue on the Discovery GO channel, that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it. We would recommend reaching out to the Discovery GO channel directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist.

      In the meantime, 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 pass it along to the appropriate Roku team to work with the channel partner to investigate further. We look forward to your responses and gathering your details.


      Best regards,
      Mary

      • badsupport27's avatar
        badsupport27
        Reel Rookie
        2 years ago

        Not so, I have already done extensive research with Discovery IT.  This issue occured after a Roku system update which affected certian older device models.  Roku is refusing to acknowledge this.  I had to file a BBB and FCC complaint to get Roku to take any action.  They refused to remove the update that caused the issue. They finally are replacing my device.  I was told I would get the replacement device with in 5 to 7 days and I will have a RMA with a return label for the old device, well that was a month ago and still have not recieved the device so this will be esculated with the FCC.  From what I have been told from an inside anonymous source is that this is intentional from Roku as the fact is most will not bother to fight this and will go buy a newer upgraded device model.  Roku is banking on the odds.  So keep an eye out as this will more than likely end up as a class action....