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...
jalex98's avatar
jalex98
Reel Rookie
3 years ago

I am having the same issue. This does not happen with my other streaming channels on my Roku TV, they work fine.

I have done all the troubleshooting tips, including resetting to factory settings.....several times.

I have contacted Britbox, and they said it has been resolved with their latest update,  but it won't go into effect until Roku implements that update. They called the issue the "Roku Kick-out" issue.

Do you know when Roku will implement Britbox's latest update?

Thank you.

 

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

    Hi jalex98,

    Thanks for reaching out to the Roku community!

    We would be more than happy to look further into this issue but will need more details. 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 investigate further.


    Best regards,
    Mary

    • jalex98's avatar
      jalex98
      Reel Rookie
      3 years ago
      Here is my info:
       
      Roku TV 5405x 
      Insignia Model #NS-32DR310NA17
      Serial #2NOOE4065058
      software version 11.0, Build 4193-20
      Device ID 6UV67E065058
       
      It happens only on Britbox
      Britbox Version/build version 3.0, build 644
       
      Issue Tracker ID 58-473-396
      Timestamp 2022-11-25T17:56:35Z
       
      I have pictures of the following steps, if needed.
      Steps when I try to us the channel:
      1. Click on channel
      2. Britbox opening logo
      3. spinning circle for a few seconds
      4. Britbox home screen with banner only, rest of screen  blank...maybe 30 seconds
      5. Flashes "Britbox Live Continuous" across screen
      6. App closes and takes me to main Roku screen
      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi jalex98,

        Thanks for keeping in touch and providing the additional information.

        We'll 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're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


        Best regards,
        Mary