Forum Discussion

CJRicard's avatar
CJRicard
Channel Surfer
3 years ago
Solved

Private listening issue with android device

I'm having the same issue with an android - Samsung S21 Ultra 5G - version 13. App constantly crashes when in private listening mode. Haven't seen an android owner on this thread so figured I'd let i...
  • AvsGunnar's avatar
    AvsGunnar
    3 years ago

    CJRicard 

    Have you tried going into the Android settings and clearing the cache and all data before performing the uninstall?  Also verify that you are not running any firewall apps on on your Android device.

    1. Go to your Android Settings, and then Apps.

    2. Find the Roku mobile app. (Roku).

    3. Select Force Stop, then Ok.

    4. Select Storage.  If it gets stuck on Storage (ie. computing message), press Storage again.

    5. Clear Cache.  Then clear Data.

    6. Then back out to previous screen and select Uninstall.

    7. Restart your phone.

    8. Reinstall the Roku mobile app. 

    ----

    Hate to see you have you reset a phone just for the Roku mobile app to work.  Private Listening works on my Android without issue, but is a Motorola with Android v7.1.1

makaiguy's avatar
makaiguy
Community Streaming Expert
3 years ago

Before a complete phone reset see if this simpler process makes a difference:

Uninstall Roku app

Restart, not reset, phone

Reinstall Roku app

On a Roku itself a restart before reinstalling an app clears its memory cache and assures a clean reinstall.  Maybe that works for a phone too.

RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Hi CJRicard 

Thanks for the follow up regarding the issue you are experiencing with the private listening feature on your Android device.

When using private listening with your Android device, are you minimizing the Roku mobile app or is the device falling asleep when this issue occurs? What are the exact steps to reproduce the issue and what is happening on your Android device when this happens?

Please keep us posted what you find out and we will be more than happy to continue assist you. We look forward to hearing back your response.


Thanks,
Danny

  • CJRicard's avatar
    CJRicard
    Channel Surfer
    3 years ago

    Hey RokuDanny-R tried everything but reboot my phone. But before I did, used my wife's phone to see if it works on hers and sure enough, it worked seamlessly. App never crashed and private listening kept working. I reset all my connections, Bluetooth and Wifi. I even reset my router to make sure it wasn't a connection issue. Uninstalled the app, restarted my phone and re-downloaded app. However, nothing worked. So tomorrow, I'll be reseting my entire phone to see if it fixes whatever bug is causing my app to crash only on my phone. No other option I can think of at this point.

    • AvsGunnar's avatar
      AvsGunnar
      Community Streaming Expert
      3 years ago

      CJRicard 

      Have you tried going into the Android settings and clearing the cache and all data before performing the uninstall?  Also verify that you are not running any firewall apps on on your Android device.

      1. Go to your Android Settings, and then Apps.

      2. Find the Roku mobile app. (Roku).

      3. Select Force Stop, then Ok.

      4. Select Storage.  If it gets stuck on Storage (ie. computing message), press Storage again.

      5. Clear Cache.  Then clear Data.

      6. Then back out to previous screen and select Uninstall.

      7. Restart your phone.

      8. Reinstall the Roku mobile app. 

      ----

      Hate to see you have you reset a phone just for the Roku mobile app to work.  Private Listening works on my Android without issue, but is a Motorola with Android v7.1.1

      • CJRicard's avatar
        CJRicard
        Channel Surfer
        3 years ago

        AvsGunnar you are an absolute life saver and need to receive a commission cut from Roku for your genius. It Worked!!! Thank you! Back to the little slice of happiness I have at night before bed!!