Forum Discussion

sparrowj's avatar
sparrowj
Channel Surfer
2 years ago

Roku Streambar - Keeps kicking me out of my apps and back to the home screen

Device information: Roku Device Model: 9102CA - Roku Streambar Serial Number: YL00D6313140 Device ID: 2C108D313140 Software OS/Version: 12.5.5 - build 4174-95 Which streaming channels are y...
app playback
Crash
General Playback Issue
RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

A warm welcome here in the Roku Community, sparrowj!

Our sincerest apologies for any inconvenience this may have caused you. It is also highly appreciated that you've provided us with precise and complete details of your concern and device information.

Rest assured that we will pass this along to our relevant team to include your device in the process of investigation and find you the best resolution possible. 

Once we've been notified of updates from the team, we will make sure to let the Community know. 

Best regards,
Carly

  • kgiven's avatar
    kgiven
    Reel Rookie
    2 years ago

    I'm having this problem with Disney+, Prime, HBO etc. what is the solution? 

     

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      We appreciate you for letting us know about this, kgiven.

      Rest assured, we are actively working to identify the root cause of the issue you are facing, and we are committed to finding you the best resolution possible.

      If you are experiencing the same issue as posted above, kindly provide us with the following details below:

      • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
      • Tracker ID (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)
      • What are the troubleshooting steps have you tried to try and resolve this? 

      We'll be anticipating your response as we are more than willing to include your device in the process of investigation. 

      Best regards,
      Carly

  • sparrowj's avatar
    sparrowj
    Channel Surfer
    2 years ago

    Hello RokuCarly 

    Is it possible to get an update on the mentioned issues, as currently the device is basically unusable with the frequency of the app crashes.

    Being that the apps I use are primarily paid for services, I am unable to enjoy any of the programming and the only viable solution that I'm able to find is switching to a alternative companies streaming device.

     

    I tried contacting support yesterday to get additional help on this issue. The general repetitiveness of the same replies "we're sorry for the inconvenience" no offer of alternative solutions to allow someone use their paid for product. Plus one agent making promises that the next few agents not honoring at all. The last agent just utterly lying to me stating the will transfer me and leaving me in an empty chat.

    Which can be seen in the time stamps of the chat and the time on my phone 5:27-6:17 with no one entering the chat at all. Really seems Roku wants to wash their hands clean for this issue.

     

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Thanks for getting back to us, sparrowj!

      We don't have any updates on the ongoing investigation at the moment, but we'll make sure to keep you informed as soon as we receive any new information from our team. 

      In the meantime, your patience and understanding are highly appreciated as we continue to work on this. Rest assured that we have taken necessary actions and a follow-up request has already been made regarding this matter.

      Best regards,
      Carly

      • sparrowj's avatar
        sparrowj
        Channel Surfer
        2 years ago

        hello  RokuCarly 

        I was communicating with Roku chat support about this issue a couple days ago, I was told by the agent to kindly wait 24hrs for an announcement about this issue.

        I have been searching but I can't find any post or announcements pertaining to this issue at all. And now am going on a week with a Roku Streambar that I can't use at all for it's intended purpose.

        Are you aware of any announcements?

         

        Thank you