Forum Discussion

lcjones21's avatar
lcjones21
Newbie
4 years ago

not launching britbox. been happening for the last week

Has anyone else been having problems launching britbox on their roku tv?  My subscription has been paid for the year and i have not been able to access britbox for over a week.  Contacted britbox; th...
RokuKariza-D's avatar
RokuKariza-D
Retired Moderator
4 years ago

Hello Peggi109

I hope you're doing well.

Can you tell us how are you accessing the affected BritBox channel? Is it through The Roku Channel or the standalone BritBox app installed on your Roku? Please provide us as well the troubleshooting you've tried so we know what steps we should take next.


All the best,
Kariza

AKW's avatar
AKW
Reel Rookie
4 years ago

I'm having this exact same issue.  I'm accessing (or trying to) BritBox via the app on a TCL Roku TV.  All the other channels are working fine (Netflix, AcornTV, etc) and BritBox works fine when accessed through my computer. It's just when I try to access it via the Roku TV.  

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    4 years ago

    Hey AKW

    Thanks for reaching out.

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

    For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

    Let us know if there's any difference after.


    All the best,
    Kariza

    • liasmom2's avatar
      liasmom2
      Newbie
      3 years ago

      1-4-2023.  I am now having the same issue as the others in this thread.  I have restarted my Roku device twice, I have removed Britbox, restarted my Roku and then reinstalled Britbox.  It starts to open the channel then goes back to the main menu.

      I confirmed that I can log onto Britbox on my laptop.

      What else can I do?

      • Anonymous's avatar
        Anonymous
        3 years ago

        Hi liasmom2

        Thank you for the inquiry!

        Does the issue only occur on BritBox or across other channels installed on your Roku device?

        Have you tried removing the affected channel BritBox and then re-install again? If not, we suggest starting there. In some cases, removing the affected channel and then re-installing it may help. Restart your device before re-adding the channel back in to ensure the process is successful. We recommend doing this through the Settings menu by navigating to Settings > System > Power (If there is no Power submenu, proceed to the next step.) > System restart.

        For detailed instructions, refer to this Support link for more information: How to resolve a channel playback issue | Official Roku Support.

        Let us know if there's any difference after.


        Warm Regards,
        Lianna
         

    • AKW's avatar
      AKW
      Reel Rookie
      4 years ago

      Nope, no change after removing the channel, doing the system restart and reinstalling the channel. BritBox continues to not load.

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        AKW

        Thanks for the reply.

        Please provide us with the following information for further investigation:

        1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
        2. 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)
        3. 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)
        4. Steps to reproduce the issue you are seeing
        5. When the issue started

        With more information, we will be able to assist you further.


        All the best,
        Kariza