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 chann...
  • 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 

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

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....

     

    • Toddpop's avatar
      Toddpop
      Binge Watcher
      2 years ago

      badsupport27 thanks for your update... I have been "working" with Discovery/TLC support, which means answering the same questions over and over as the case the escalated through their support tiers.

      No one has yet offered anything being the basic remediation steps... Not sure that they can come up with an answer.

      • badsupport27's avatar
        badsupport27
        Reel Rookie
        2 years ago

        Toddpop that is because it really isn't a Discovery Go issue.  The apps work fine on other devices without the Roku update.  With the new Roku update the device will not launch the apps but instead crashes.  The simplest solution is Roku needs to own their issue and either remove the update or issue a new update with a fix.  But is true Roku fashion they will not acknowledge their mistake and correct it.  It is always someone else fault.  Really if they do not want to support the older devices then great, be upfront and transparent and offer a good rebate on a new device... I have had my device for over 4 years.  In the past 8 months I have noticed small issues coming from Roku such as all the sudden I am getting a error message saying channels will load faster with a sim card (never had a issue before), navigation has become more inconvenient,  boot time has increased, have to reboot more often.  These are all little things they have added in updates to annoy the user in order for the user to go buy a new to upgrade.  ALL SALES TACTICS....

  • Shell57's avatar
    Shell57
    Channel Surfer
    3 years ago

    -Roku device model 3810RW Roku Steaming Stick+

    -serial number YH00GE951055

    -device ID C2397G951055

    -software OS/version 12.0.0 Build 4184-50

    Channel occurring on is Discovery GO Version 6.13 build 12

    I have reached out to the DiscoveryGo app Support Desk and have given them information they've requested to troubleshoot issue on their side.  Have not heard back from them for several days though.

     

    thanks for your help

     

     

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

      Hi Shell57,

      Thanks for providing all the information we requested and we're sorry for the inconvenience.

      We will forward your information and concern to the Roku team. Don't hesitate to let us know if you have any questions or additional feedback.

      We appreciate your patience and understanding regarding what you are experiencing.


      Best regards,
      Mary