Forum Discussion

TripodBob38's avatar
TripodBob38
Binge Watcher
2 years ago
Solved

Paramount+ FF/RW, Pause, and resume problems

Roku Ultra (4800 series) 
I have Paramount+ app version 8.8 build 20231113 installed.  The app updated on Nov 15th or 16th.  Since then the app has serious problem.  When you push the pause button the playback is paused, but when either push the pause button or play button to resume playback you are immediately taken back to the beginning of the title.  If you try to rewind you are immediately sent back to the start of the title.  However, if you try to fast forward you are immediately sent to the end of the title.

YES - I tried Paramount support.
All I get is the same basic canned responses.

  1. Power Cycle
  2. uninstall - reboot - reinstall
  3. factory reset - reinstall
  4. wait for next update

Tracker report info:   HT-484-049
Model:  4801RW
System ID: S0DD336JSRHT
OS Ver: 12.5.0 build 4178-DE
 Paramount+ Ver:  8.8 Build 20231113   

Anyone else see this?  Suggetions?
This Roku Ultra (4800 series) isn't three weeks old yet and I have already had to factory reset the thing 27 times so far. 

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Welcome, and thank you for posting here in the Roku Community, arhurtado!

    Thanks for letting us know about the playback issues you are experiencing with the Paramount Plus channel. We suggest some troubleshooting steps to help you get back on streaming. 

    Kindly troubleshoot the channel by following the steps provided below:

    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    3. Re-install the channel: navigate to your Home, scroll and choose Store, look for the app, then press Add channel

    You may refer to our support article dedicated to this: How to resolve a channel playback issue

    Furthermore, we suggest resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, re-pair it to see if this will make any difference. 

    Best regards,
    Carly

23 Replies

Replies have been turned off for this discussion
  • Brazilchick32's avatar
    Brazilchick32
    Reel Rookie
    2 years ago

    This has been happening to me for about a month but only with the Rumble app on Roku. My Paramount+ works fine.  When I pause and press play on Rumble it jumps back anywhere from 5 minutes to an hour.  It's extremely frustrating.  Hard to tell if it is a Roku issue or an individual app issue. I've tried resetting Roku but it's still currently happening. 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Brazilchick32,

      Thanks for joining us here in the Roku Community!

      We value your input on this playback problem that you are having. We advise contacting the channel support staff and requesting assistance with this first. It is advised to get in touch with the channel team if troubleshooting has been attempted but has not been successful. Roku only host the channel available on the platform.

      Thanks,
      Rey

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, TripodBob38

    Thanks for posting here in the Roku Community.

    We appreciate you for bringing this to our attention as well as providing the information regarding the issue you've encountered. May we know if you've noticed this with other apps/channels? Additionally, have you observed this issue occur with both of your Roku streaming devices?

    We look forward to hearing back from you.

    All the best,
    Kash

    • TripodBob38's avatar
      TripodBob38
      Binge Watcher
      2 years ago

      No, this is only occurs in the Paramount+ app.

      Yes it happens on both devices. 4801RW & 4630x

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, TripodBob38 

        Thanks for keeping us posted.

        We'll take note of the information you've provided with us, and we'll pass it forward to the appropriate Roku team.

        We appreciate you for brining this to our attention, and if there's anything you would like to be assisted with, feel feel to reach out.

        All the best,
        Kash

    • Jthestrup's avatar
      Jthestrup
      Newbie
      2 years ago

      I have the same problem only on Paramount+. All other streaming services just fine with Roku tv remote.

      • Brazilchick32's avatar
        Brazilchick32
        Reel Rookie
        2 years ago

        Interesting.  Makes me think it has to be a Roku issue then.  I contacted Rumble and they have no other complaints of my issue. And Paramount+ is fine for me. Hopefully, someone can figure this out.  

    • Oger50000's avatar
      Oger50000
      Newbie
      2 years ago

      Mines doing the same thing Exactly not dimension, my Netflix keeps freezing.

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, janetw Oger50000

        Thanks for posting here in the Roku Community.

        We appreciate you for sharing this information with us, and we're sorry to hear about the trouble. This will be subject to investigation, and further actions will be taken after we can acquire essential information regarding the issue. Could you please provide the information requested by RokuERey above this thread?

        Once we have these details, we'll forward it to the appropriate Roku team for further investigation.

        we look forward to hearing back your response.

        Best wishes,
        Kash