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...
aab001's avatar
aab001
Channel Surfer
4 years ago

I've read the blog and on-line posts.  Britox had been working and last week, it suddenly stopped.  Britbox has directed users to ROKU and ROKU has directing users to Britbox.  I have a valid annual subscription to Britbox (not through ROKU).  My ROKU device was last updated on 11/06 (which is when Britbox stopped working).  I have removed/reinstalled the app (like other user it isn't asking me sign back in), I have reset/restarted my modem and my ROKU TV.  It seems very way too coincidental that the app stopped working when my ROKU was updated (the app works on my Fire TV).  This problem seems to be happening to a number of users and none of the answers seem to correct the problem.

RokuMary-F's avatar
RokuMary-F
Community Moderator
4 years ago

Hi aab001,

Thanks for posting to Roku Community!

Can you please specify the issue you are experiencing?

In addition, kindly provide us with the following information:

  • Roku device model
  • Serial number
  • Device ID
  • 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)
  • What are you seeing on screen? Can you provide a screenshot of the issue or error message?
  • Steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.


Best regards,
Mary

  • aab001's avatar
    aab001
    Channel Surfer
    4 years ago

    Hello, Mary:

    I thought I had psoted this reply yesterday, but I can't seem ot find it.  The following is the infomration you have requested:

    • Roku device model: Insignia Model NS- 32DR420NA16
    • Serial number: 2N00ED582689
    • Device ID: 44353E582689
    • Software OS/version: 11.0.0  Build 4194-12
    • Does this issue occur on a specific channel? if so, what channel and what version/build is the channel: Britbox (for an app, not from the ROKU channel) – Version 3.- + Build 644
    • Tracker ID:  89-449-391
    • What are you seeing on screen? Can you provide a screenshot of the issue or error message?: It won’t load past the selection bar on the initial screen (just like everyone else is complaining about)
    • Steps to reproduce the issue you are seeing: Please see my original post
    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      4 years ago

      Hi aab001,

      Thanks for providing the information needed!

      We'll go ahead and send this over to the Roku team for investigation. We'll get back to you once we have an update available I'll be sure to let the Community know.

      We appreciate your patience while we investigated this issue.


      Best regards,
      Mary

      • ga_mueller's avatar
        ga_mueller
        Reel Rookie
        4 years ago

        FWIW, I no longer run Roku, but both my Google TV and FireTV both have the issue described in this thread for BritBox.

    • JamesAlvin's avatar
      JamesAlvin
      Newbie
      3 years ago

      i don’t believe roku/britbox even cares to solve this problem. we’ve been struggling with the same time wasting procedures for 2 weeks now and britbox will not load on roku tv. in a world of such high technology you’d think such a simple issue could be resolved? very unsatisfying especially after they take your money!

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

        Hi JamesAlvin,

        Thanks for continuing to share what you're observing.

        Our team has continued investigating the issue and is hoping to have a  resolution soon. In the meantime, we would like to request the required details I posted above your post so we can pass your information and concerns for further investigation. We'll get back to you once we have an update available I'll be sure to let the Community know.

        We appreciate your patience in the meantime.


        Best regards,
        Mary