Forum Discussion

LGNEO's avatar
LGNEO
Streaming Star
2 years ago
Solved

Roku app not working correctly on ipad

  • Just installed the Roku app on my iPad with iOS 17.2. When I open the app, it says that something went wrong loading this page and gives 2 options; use the remote or retry (which doesn't work). I use the remote option and it only connects to 2 of my 3 devices. Click on the person icon and it has a red dot for account info with a red statement to confirm contact info. When I tap on it I just get the wagon wheel spinning forever. Tried deleting/reloading the app - no help. Tried cycling power to the iPad - no help. Works fine on iPhone w/ios 17.1 Ideas please...

 

mobile app
  • FEC's avatar
    FEC
    2 years ago

    I downloaded the 10.0.2 update to my iPad this morning and discovered that the logjam is broken.  For whatever reason, the app launched to my current username rather than the old one, and I was able to log out and back in again.  Case closed, at least for me…

  • LGNEO's avatar
    LGNEO
    2 years ago

    Just downloaded and installed 10.0.2. It too fixed my issue.

  • LadyHeathen's avatar
    LadyHeathen
    Newbie
    2 years ago

    I guess I need to add myself to this group. I’m having the same issues on an iPhone 12, running iOS17.4, with my Roku app current on version 10.0.0. (Talk about a long-running problem! And despite updates and bug fixes. That’s not suss or anything.)

    And before the support person comes in with “have you tried…” YES, I have tried everything suggested to others. NO, it won’t let me log out. So don’t bother asking. 

     

     

    • LGNEO's avatar
      LGNEO
      Streaming Star
      2 years ago

      RokuTakashi RokuERey 

      Interesting note, running iOS 17.3 on my iPhone 13 and the Roku app is @v 9.10.1.9709762.11. The app will not let me logout. Initially, it says that I am logged out and offers to let me login. However, if I just close the app without logging in, and then open the app, I am still logged in and connected to the Roku device I was connected to prior to "logging out"!

      Seriously folks, this is just to bizarre and warrants some urgency. If you can't log out, then Roku has a serious case of privacy related issues and the possibility of all kinds of data breaches!!

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      2 years ago

      Hi LadyHeathen,

      Greetings from the Roku Community!

      We appreciate you letting us know about your issue logging out of the Roku mobile app. We have forwarded your concern and information to the appropriate Roku team for further investigation and to fix the issue as soon as possible. Also, please list down the troubleshooting steps you did so we can add them here.

      We are dedicated to finding a solution to your concerns, so please don't hesitate to let us know if there is anything else we can do to help.

      LGNEO,

      We apologize for any inconvenience this may have caused you. We are still waiting for updates from our appropriate Roku team. Rest assured that we are looking into it.

      Your patience and understanding are highly appreciated.

      Kind regards,

      Eunice

      • LGNEO's avatar
        LGNEO
        Streaming Star
        2 years ago

        RokuEuniceL@LadyHeathen

        Kindly read through ALL the threads of this post, you will see what everyone has done to troubleshoot this issue instead of giving a knee jerk reaction. It appears that since there has been multiple "moderators" responding to this post over the past few months without action, that this can is being kicked down the road (delaying) instead of giving us a resolution! Please forward this to a level 3 support personnel for a resolution.

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    LGNEO,

    Thanks for getting in touch with us here in the Roku Community!

    We would like additional information about this. Try signing out of the app once more, then restart your wireless router and sign back in.

    Please inform us if that had any effect.

    Thank you,

    Rey

    • LGNEO's avatar
      LGNEO
      Streaming Star
      2 years ago

      RokuERey 

      I keep trying to logout, but can't. I did power cycle the cable modem, followed by the router. I even swapped ISP's. Symptoms remain the same - just my iPad 9 with iOS 17.2 is affected. iPhone with iOS 17.12 is fine. The iPad 9 is a new addition and was cloned from my previous iPad. I never used the Roku app on the previous iPad but it was installed. Tried deleting the app from the ipad and reinstalling - no help. Dazed and confused....

    • LGNEO's avatar
      LGNEO
      Streaming Star
      2 years ago

      RokuERey 

      Interesting item, I sign out of the app on iPhone and from the community , but when I reinstall the app on the iPad, it still knows who I am and has me logged in!! 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        LGNEO,

        Thanks for the update!

        Could you tell us the current version of the app on both devices? Which is affected and which is not? We'd like to take a closer look.

        Thanks,

        Rey

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi FEC,

    Thanks for joining us here in the Roku Community!

    We'd love to be of assistance, and we appreciate you sharing your experience with us. Is this the same error? If so, have you tried updating your account information to see if that helps?

    Please keep us posted!

    Thanks,
    Rey

    • FEC's avatar
      FEC
      Binge Watcher
      2 years ago

      Rey, thank you.  Works fine on iPhone but identical issues and screens on my iPad as the OP.  Among the other symptoms, I can’t logout on the iPad and, when I delete the app and restart the device, it shows me as still logged in…

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        FEC LGNEO,

        Thanks for the update!

        Our team tried to replicate this on our end with the same version, but we're not able to reproduce the issue you're seeing.

        They suggest that you work with your account information and then give it a try to see if that helps.

        Thanks,
        Rey