Forum Discussion

TamaraMcMullen's avatar
TamaraMcMullen
Channel Surfer
10 months ago
Solved

why is the add channel button grayed out?

I am having the same problem. I am trying to add Canadian channels, and I am in Canada, and they are all grayed out. I am logged it it a real tv channel, not a private one I have the app on my phone, so once I add the app to Roku, I can connect them. Not a dam thing will work. Sad to say but my experience with roku this time around has been horrible from times before. 

App availability
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    20 days ago

    Thanks for replying, TamaraMcMullen​!

    Are you trying to add it from the Roku Channel store on the website? 

    In the meantime, try creating a Roku account again and performing a factory reset on your Roku device to make sure that it is set to your region.

    We hope that works!

    Roku Community Team

4 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    10 months ago

    Hi, TamaraMcMullen.

    Greetings from the Roku Community!

    Thanks for letting us know about this. We'd be happy to share further information and suggest a resolution.

    Before we proceed, could you please confirm if you have created the email address associated with your Roku account in Canada? Also, did you activate your Roku device in Canada? 

    Please be informed that the location where you created your email address and activated your Roku device matters. 

    Furthermore, who is your internet service provider? This will also reflect the location where you connected your Roku device.

    We'll be looking forward to your clarification.

    Best regards,
    Carly

    • TamaraMcMullen's avatar
      TamaraMcMullen
      Channel Surfer
      20 days ago

      Yes It was activated in Canada everything os in Canada our Internet provider is Cogeco.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        20 days ago

        Thanks for replying, TamaraMcMullen​!

        Are you trying to add it from the Roku Channel store on the website? 

        In the meantime, try creating a Roku account again and performing a factory reset on your Roku device to make sure that it is set to your region.

        We hope that works!

        Roku Community Team

    • TamaraMcMullen's avatar
      TamaraMcMullen
      Channel Surfer
      5 months ago

      I did have the ctv app on the roku before then it was recommended that I do a reset of the Roku to possibly solve issues I was having with the Roku Channel which I'm still continuing to have so I tried doing that and then I went to reload any of the Canadian apps I had on there like CVC gym and CTV are the two that I use the most and neither one of them I could put back on there because they were grayed out the add button was grayed out I have tried to contact CTV I didn't make it very far there with them and I was going to try and recont them for a solution and I went to do that but now since they have a new news app that page is no longer there anymore so I'm not sure what is the contact to talk to them about the Roku app they have now. And what I don't understand is I do understand that Roku is a actual like box system and that is what you're updating and that you don't you cannot be responsible for the apps that people create but what I don't understand is if Roku sees that there is an issue or a problem why can't they contact the place that is having the issues especially when you have the way to contact them say no after you hit a number of so many user complaints about the app that you can send them hey look we've had all this you might want to check your app and of course that's just it would be a very good system if Roku could do that because then it makes it easier for your users and I'm sure not only is the company who created that app or the person whoever they are then you know being responsible for their end but it also looks good cuz Roku was trying to keep the users happy and content as well and it just makes it easier for you now I've been having problems with the Roku Channel since I started using our newest Roku now it's not new to you guys as new to us but the Roku channel has never ever worked I can go into it I can choose a movie or a show doesn't matter and I can click it to play and it literally sit there sometimes there's a picture of the characters in the show on the back sometimes it's just black it doesn't matter but it will not load the actual show or movie has nothing to do with her internet connection because our internet is constantly connected there should be more than enough bandwidth it's I really don't know what it is as to why that is the reason why I had reset a Roku to begin with and had to restart over and it's never gotten fixed ever I don't understand it at all because you know there's all sorts of things on there I'd love to watch and live TV doesn't work either but I can't because it just doesn't work and it's actually all these problems I'm having with Roku has really frustrated me and I'm seriously considering just getting rid of rokule together and going to something else.