Forum Discussion

Piggyie's avatar
Piggyie
Reel Rookie
12 months ago

Paramount app timeline not disappearing after jump back, rewind, backup, etc.

I began experiencing this issue yesterday, November 17, 2024. I didn't watch any TV on November 16. The issue was not present on November 15.

Once the timeline appears when jumping back, rewinding, etc. it tends to remain on the screen until I exit the streaming show and go back in. i.e. It doesn't timeout and disappear like it's supposed to. I have quit and re-launched the Paramount app, checked for updates and restarted Roku. I have reproduced this issue on Roku Ultra and Stream Stick+ devices. The Roku Ultra is wired Ethernet and the Roku Ultra is 5 GHz. My internet speed test is 800-900 Mbps down.

Is anyone else experiencing this issue?

app playback

20 Replies

  • StreamerUser's avatar
    StreamerUser
    Roku Guru
    12 months ago

    Piggyie 

    This is a bug directly related to the latest P+ app update (9.3.20241107) released a week ago.

    You can always report it to P+ CS, and you'll need to wait until (at least) the next app update, whenever that is.

    However, there is a better workaround than exiting and restarting the content.

    When it happens: press Down, Back (it will go away after a few seconds).

  • Bmorrow151's avatar
    Bmorrow151
    Reel Rookie
    12 months ago

    Yep. I have the same exact issue whenever I skip back. I usually have to pause and unpause to fix it. Or if I skip back using the arrow key for some reason it goes away. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 months ago

      Greetings from the Roku Community, Bmorrow151!

      We understand that you're also experiencing the same issue with Paramount Plus when streaming. We're here to assist. 

      To help us investigate further, could you please provide the requested information above this thread? We are gathering more details about this for more visibility. 

      We are looking forward to your response. 

      Thanks,
      Emman

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    12 months ago

    Thanks for reporting this issue here in the Roku Community, Piggyie!

    We understand that you're encountering unintended behavior when streaming a show on Paramount Plus. No worries; we're here to help you and delve into this matter further. 

    Is the issue happening on all contents inside Paramount Plus? Also, Is this a Paramount Plus inside Roku or through the stand-alone app?

    To proceed with the investigation, could you kindly supply all the needed information below:

    • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
    • 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)
    • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

    In the meantime, you may visit this support article to make sure that there are no steps that are left undone:  How to resolve a channel playback issue.

    Please keep us posted.

    All the best,
    Emman

    • Piggyie's avatar
      Piggyie
      Reel Rookie
      12 months ago

      Hi,

      I don't understand your question "is this a Paramount Plus inside Roku or through the stand-alone app?"

      I don't have CATV. I have streaming services with Paramount, Peacock, Apple, Disney, Hulu, etc. All via individual streaming apps I've installed in Roku devices. I only use Roku devices. I do not use apps in my Smart TVs. I hope this addresses your question.

      I tested this on another Paramount show. Same issue. I tested a couple of shows on the Peacock app. No issue. Here is the info on one of the devices exhibiting the issue:

      Model 3821R2 - Streaming Stick 4K+
      Serial No. 
      Device ID 
      Software 14.0
      Channel Build Version 9.3 - build 20241107

      Thank you for your help.

       

       

       

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        12 months ago

        Thanks for keeping us posted, Piggyie.

        We apologize for the confusion. Please note that there are two types of Paramount Plus Channel on the Roku platform, the one that can be streamed through The Roku Channel Paramount Plus and the Paramount Plus App that is downloaded directly from the streaming store.

        See image below: 

        Could you please confirm which of the apps are you trying to stream with that has an issue?

        We really appreciate your effort in supplying all the details below as it will help us find the root cause of the problem. 

        Please keep us posted. 

        All the best,
        Emman

  • Delite's avatar
    Delite
    Streaming Star
    12 months ago

    Yes. Same issue on two different Roku devices running the P+ app. Same timeline with problem. Same attempt at resolution. Same P+ version number shown by another commenter.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 months ago

      Thanks for posting here in the Roku Community, Delite.

      We appreciate you reaching out to us and letting us know that you're also encountering the same behavior while streaming the Paramount Plus app on your Roku. 

      Could you also provide the following information below so we can take a closer look at this? 

      • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
      • 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)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)
      • A short video of the incident.

      We are looking forward to your cooperation as we navigate through this process. 

      Regards,
      Emman

  • Dutchman18's avatar
    Dutchman18
    Newbie
    12 months ago

    Same issue, started several days ago, only on Paramount+, no other streaming app I use does this. My quick fix is to pause and unpacked, then it goes away after a couple of seconds.

      • Delite's avatar
        Delite
        Streaming Star
        12 months ago

        Reported to P+

         

        This is the chat response (with an actual person?) I received:

         

        "Upon checking our records, this is a known issue. But if you want, we can perform some basic troubleshooting steps."

         

        My response: "Just wanted to add my comment to get the app updated to eliminate the issue."

         

  • Gretsynergy76's avatar
    Gretsynergy76
    Newbie
    12 months ago

    I’ve been having the same issue the last week and a half, if I rewind the status bar stays constant when it resumes, I have found that if I hit pause and play it goes away but you’d think P+ would have fixed this by now. It’s right up there with not having a “play next episode” feature. 

    • Bmorrow151's avatar
      Bmorrow151
      Reel Rookie
      12 months ago

      I can’t believe how long it’s taking to fix this issue. It’s really irritating because I skip back a lot. If you just press the left arrow on the Roku remote to go back a few seconds it’s normal, but if you press the button to skip back it stays. That’s the one I’m used to though so I keep forgetting.