Forum Discussion

cvertu's avatar
cvertu
Binge Watcher
2 years ago

ITVX app started crashing right upon launch

Hello, Since 18.08.2024 the ITVX app (ver. 3.17 build 0) has been crashing upon launch after the display of the ITVX logo on my Roku model 3941RW2 - Roku Express 4K+ with software version 13.1.4 bui...
app playback
RokuTakashi's avatar
RokuTakashi
Community Moderator
2 years ago

Hi, cvertu 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with the ITVX app on your Roku device, and we're here to assist. We recommend performing the troubleshooting steps below to resolve the issue.

  1. Navigate to the channel tile on the Roku home screen, press the star (*) 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. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
  4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
If the issue persists after performing the provided troubleshooting step, you may want to contact the channel provider's support directly and inquire further about this issue. They can provide a workaround or there might be a need to update their app on the Roku platform since most channels on the Roku platform are designed and maintained by the channel providers themselves
 
We hope this helps, and let us know on what you find out.
 
Best wishes,
Kash
cvertu's avatar
cvertu
Binge Watcher
2 years ago

Hello tash,

Thank you for your reply. I did perform the troubleshooting steps you suggested, yet the problem still persists.

I had informed ITVX of this problem on 18/08/2004 and they still haven't been able to find a solution.

If you try installing this app, you will see that it wouldn't function on your Roku either.

Kind regards,

Can

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    2 years ago

    Thanks for keeping us in the loop, cvertu.

    We understand the issue was not resolved after the troubleshooting steps provided. No worries; we're here to investigate this issue further.

    We need more information on the issue for us to isolate it even further; kindly provide the following: 

    • How many Roku devices do you have? If multiple, can you please check if it is also happening on all your Roku devices? 
    • Kindly provide the Channel Build Version.

    In the meantime, try doing an App update by highlighting the app, pressing OK on your Roku remote, and then choosing the option "Check for App Update." 

    We are looking forward to your response. 

    All the best,
    Emman

    • cvertu's avatar
      cvertu
      Binge Watcher
      2 years ago

      Thank you RokuEmmanuel-D

      I have only 1 Roku device.
      The Channel version & build is the latest, i.e. ver. 3.17 build 0


      Kind regards,
      Can

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        2 years ago

        Thanks for the additional details, cvertu.

        We appreciate your cooperation regarding this matter. We'd happily pass this along to the appropriate Roku team for further review. 

        To proceed with the thorough investigation, we would like you to provide the details below so our dedicated team will be able to locate the root cause of the problem:

        • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

        By supplying us with this information, the relevant Roku team will begin to check everything and provide the best resolution. Rest assured that we will update this thread if the issue has been resolved.

        We are looking forward to your prompt response. 

        All the best,
        Emman