Forum Discussion

seth04's avatar
seth04
Reel Rookie
2 years ago
Solved

My5 crashes when play is pressed

When I load My5, everything loads correctly but when I press play on anything, it crashes without an error message and sends me back to the Roku home page.

Model- 3930EU

Serial number- X00400Y237LC

Software- 12.5.5 

Build- 4174-AE

GC version- 10.8.23

-My5 details-

Version- 2.8
Build- 209

Tracker ID- LC-074-501

Timestamp- 2024-02-21T17:41:16Z

app playback

38 Replies

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  • atc98092's avatar
    atc98092
    Community Streaming Expert
    2 years ago

    I find nothing in the channel store called My5. Is it only available outside the US? 

    Is any other channel/app exhibiting this behavior? If not, you need to contact the channel providers for assistance. It sounds like they might have updated their channel and broke something. 

    You can always try the basic step of removing the channel, rebooting the Roku (do not skip this step) then installing the channel again. Sometimes the code gets corrupted (especially after an update) and by removing and reinstalling you get rid of the corrupt code and get a clean install. Just don't forget the reboot or your uninstall wasn't complete. 

    • seth04's avatar
      seth04
      Reel Rookie
      2 years ago

      Yes my5 is a UK thing,

      no other channels are doing this, and I know someone who has the same type of Roku as me and they are not having this issue.

      ive done all the steps mentioned but it’s still not working.

    • Jenine15's avatar
      Jenine15
      Reel Rookie
      2 years ago

      I am also getting exactly the same issue on 2 of my Roku's today. 

      1st Roku -

      Model- 3930EU - Roku Express

      Serial number X00400U3D1C2

      Software- 12.5.5 - build- 4174-AE

      My5 details-

      Version- 2.8
      Build- 209

      2nd Roku -

      Model- 3900EU - Roku Express

      Serial number - YG009M602837

      Software- 12.5.5 - build- 4174-51

      Both have the following My5 details-

      Version- 2.8
      Build- 209

      On both I have tried removing my5, and re adding. Tried updating the Roku, no new update available since Jan 2024. I even rebooted my internet, even though other apps all work fine, thought best just in case.

      No where can i see a way to resolve via Roku support at the moment, why posting here. To see if any others find a way to fix this.

      In case needed my5 is on my devices in the UK 

       

       

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi seth04 Jenine15,

        Greetings from the Roku Community, and thanks for keeping us posted!

        After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

        If you need anything else, please keep us posted.

        Kind regards,                                                                                                                                        John

  • Grannie's avatar
    Grannie
    Newbie
    2 years ago

    Mine is having the exact same issue. But I don't believe its a ROKU issue. We also have a NOW device in our home and that is encountering the same issue. I have contacted MY5 who have responded and are looking into the problem

    • MRjt's avatar
      MRjt
      Reel Rookie
      2 years ago

      My5 have acknowledged the problem  and are looking into it as we speak 

  • My5's avatar
    My5
    Newbie
    2 years ago

    This was due to an update and should now be resolved.  Enjoy My5 again 🙂

  • seth04's avatar
    seth04
    Reel Rookie
    2 years ago

    It was working for a few days and now it’s broken again, displaying the exact same problem.

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi seth04,

      Greetings from the Roku Community!

      We are interested in learning more about the problem you are experiencing. Are you encountering any error messages or error codes? Does the issue only occur on a specific channel or all the channels installed on your Roku device? In addition, can you please provide a step-by-step description of the issue you are encountering?

      By providing additional details, we will be better equipped to provide you with further assistance.

      All the best
      Chel

      • seth04's avatar
        seth04
        Reel Rookie
        2 years ago

        Like I mentioned- it’s the exact same issue as to what I started this thread with.