Forum Discussion

xbedlessx's avatar
xbedlessx
Reel Rookie
2 years ago
Solved

ViX app won’t play any shows or movies

I’ve had the ViX app for a while and at first it was working just fine on the TV. Suddenly when I click on a show or movie, the menu options disappear as if it’s going to start playing, but nothing h...
app playback
  • RokuJharra-Q's avatar
    RokuJharra-Q
    2 years ago

    Thanks for posting here in the Roku Community, Juancarlgomez!

    We understand that you are experiencing the same issue with your Vix channel.

    To help resolve the problem, please try the troubleshooting steps mentioned by makaiguy. This includes restarting and fast TV start. For further troubleshooting, please visit our support page on How to resolve a channel playback issue.

    Please let us know if the issue is fixed or reply to the thread for further assistance, we will be glad to help you.

    Best regards,
    Jharra

  • RokuJharra-Q's avatar
    RokuJharra-Q
    2 years ago

    Hi! Community Users,

    Thank you for posting and welcome to the Roku Community!

    We appreciate those of you who reported that the ViX app is not working, and we're here to offer troubleshooting and clarification to address this issue.

    We recommend the following steps to help resolve the issue:

    1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove".
    2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
    3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
    4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
    5. Reinstall the channel by pressing the home button on your Roku remote, scrolling and selecting "Store", and then adding the channel from there.
    For additional troubleshooting steps, please visit our support page on how to resolve a channel playback issue.
     
    NOTE: If you have tried all troubleshooting steps to no avail, please contact Vix channel support directly for further assistance. In addition, many channels on Roku are developed and maintained by the channel providers themselves.
     
    Your cooperation is greatly appreciated!
     
    Thanks,
    Jharra
makaiguy's avatar
makaiguy
Community Streaming Expert
2 years ago

xbedlessx-

Restart** your Roku to clear its memory cache after uninstalling but BEFORE reinstalling the channel.  Without the restart you may not get a clean reinstall.  This is not a cure-all but at least it will assure you of having an uncorrupted copy of the current channel app.  

Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System".   If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in. 

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart.  Use the methods above.

 

  • xbedlessx's avatar
    xbedlessx
    Reel Rookie
    2 years ago

    I did exactly that, with the system restart through the menu options before reinstalling and it’s still not working. It’s also still saving my login info, does that mean it’s not fully deleting the app? I don’t see any other way to ensure all the app info is gone before restarting and reinstalling.

    • xbedlessx's avatar
      xbedlessx
      Reel Rookie
      2 years ago

      Not helpful at all, thanks!

      • azat's avatar
        azat
        Reel Rookie
        2 years ago

        Hey xbedlessx, thank you for providing additional information about your issue.  I work on the Vix Roku app and I'm sorry you're having these issues.  What you are experiencing is an edge case scenario where a `ComponentLibrary` is not loading on your device which is preventing you from initiating playback.  My suspicion is that there is something wrong with your particular TV Roku firmware or the component library has updated its manifest to set a minimum firmware version that your device can no longer support.  Would you be able to please tell me the model # of your TV?  This information is located in Settings > System > About.  If you could also provide the "Software version", that can be found on the same screen, I would greatly appreciate it.  In a future release we will remove the requirement for that component library on certain devices.  Probably in a month or so (not a promise, since I don't control the release timings).  I'll respond in this thread again when this change is pushed to production.  Thanks!