[RESOLVED] CNN app not loading Roku TV

Hi Roku Community users,

We appreciate you bringing this to our attention.

Thanks for letting us know about the behavior you are seeing with your Roku device when accessing the CNN channel and we appreciate the troubleshooting steps you've done so far. 

Note: Please make sure to restart your Roku device after removing the channel and before adding the channel back to ensure the process is successful.

In addition, some channels and services can be restored by performing a system update. You can check for a manual system update by navigating to Home > Settings > System > System update > Check now.

If other channels are working correctly, and you only experience this issue on the CNN channel, that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it. We would recommend reaching out to CNN directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist.

In the meantime, 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 arise, 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 pass it along to the appropriate Roku team to work with the channel partner to investigate further. We look forward to your responses and gathering your details.


Best regards,
Mary