Forum Discussion

Romonium's avatar
Romonium
Newbie
7 hours ago

Pluto and Philo Not Connecting due to Region

Both Pluto and Philo  worked fine for me for years using a roku box to connect to my TV. Within the last few days both Pluto and Philo will no longer connect. I get a message saying they are not available in my region. It appears that the roku box thinks it is located outside of the US even though it is not. Other channels like Tubi still work fine, so it is definitely some sort of location issue with the Roku box that affects Pluto and Philo. I have tried factory reset of the roku box and the router with no improvement. I am not using a VPN.

app availability

5 Replies

  • Romonium's avatar
    Romonium
    Newbie
    6 hours ago

    Model  3920RW - Roku Premier

    S/N  YH007H175429

    Device ID  JF2187175429

    SW Ver  14.6.4 build 9915-91

    GC Ver  14.3.9

    Issue Tracker ID  29-352-478

     

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      5 hours ago

      Hey there, Romonium​!

      We have passed along your information to the team for further investigation.

      Let us know if you need anything else.

      Roku Community Team

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    7 hours ago

    Greetings, Romonium​!

    We understand you're having trouble with the Pluto and Philo apps. Did you recently make any changes to your network or network provider?

    Looking forward to your response.

    Roku Community Team

    • Romonium's avatar
      Romonium
      Newbie
      7 hours ago

      No changes were made. Both apps work fine when I access them from other devices. It is only the roku box that is blocking them.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        7 hours ago

        Thanks for the follow-up, Romonium​!

        To investigate this problem further, please provide the information below.

        • Roku device model, serial number, device ID, and OS version (found in Settings > System > About)
        • Tracker ID (press Home button 5 times, then Back button 5 times when the issue occurs)
        • App build version (select the app on the Home screen and press the * button)

        • Could you also send a pic of the error message you’re seeing?

        Looking forward to your response.

        Thanks,
        Roku Community Team