Forum Discussion

bbezoom's avatar
bbezoom
Reel Rookie
2 years ago

ROKU streaming will not give me CBC GEM, just live TV options

Trying to load CBC GEM to my TV using Roku streaming stick but cannot get the app, just live TV. Using the latest version. Have tried factory reset.

Contacted CBC support, went through their troubleshooting, but they can't figure it out.

On the CBC GEM page that CBC shows me, I search for CBC GEM, select it and there is an option to download the app. However, when I search for CBC GEM using Roku, I only get an option to download the channel which gives me live TV options only.

Can anyone shed some light on this situation?

Where to Watch

3 Replies

  • renojim's avatar
    renojim
    Community Streaming Expert
    2 years ago

    Assuming you're in Canada, if you can't add the app from this link, then it's probably the same issue I just wrote about.  I'll just copy my last response:

    Where are you located?  Assuming you're in Canada and you're only seeing US apps, the most likely cause is that your Roku account is associated with the US and not Canada.  This can happen through no fault of your own (from a browser issue) or if you established an account while your were in the US and moved to Canada or if you're using a VPN or something else that masks your true location.  The only way to fix an account associated with the wrong region is to create a new account, factory reset your Roku device, and link it to the new account.  You'd probably want to close the old account.

    How to close your Roku® account | Official Roku Support

     

    • bbezoom's avatar
      bbezoom
      Reel Rookie
      2 years ago

      Hi and thank you for your help.

      I tried the link in your note, but it got me to live TV not the app. Strange that it says on the screen that it is CBC GEM loading and that I get the GEM icon on the screen but it's only live TV.

      I deleted my Roku account and set up a new account. Tried the link again, same result.

      I deleted GEM and loaded it after doing a Roku search. Same thing, live TV only. When I tried loading CBC GEM, once again there was no option for the app, just the channel. So, I have exactly the same situation I had before I deleted the account.

       

      • renojim's avatar
        renojim
        Community Streaming Expert
        2 years ago

        bbezoom, just checking - you are located in Canada and you're not using a VPN, right?  It still seems like you're not getting an account associated with Canada.  Try creating an account again at https://my.roku.com/signup, but use a different device, a different browser, or a private/incognito browser window to ensure there's not saved information interfering with the process.