Forum Discussion

nlc87's avatar
nlc87
Binge Watcher
4 months ago

Unable to load account option on Roku Mobile App

I have an issue with the Roku app on my iphone. The remote on it works well, the search button for movies works, BUT the account doesn't open up, it just stays at the loading time circle. I deleted...
iOS
mobile app
Mobile App Remote
RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
4 months ago

Welcome, nlc87.

We're glad you're here!

Are there any error messages on the app when trying to sign in? Can you snap a photo of it so we can take a closer look? 

We'd be happy to investigate!

Roku Community Team

nlc87's avatar
nlc87
Binge Watcher
4 months ago

It says on the home page  'Something went wrong loading this page'.

Underneath that it says:

Use the remote ( which it does got to and the remote works)

Retry ( which does nothing)

And when I go to the account page it says: Loading... with the circle turning but nothing loads. 

 

I tried clicking on the camera to add image and it says 

Source_____

Image description___

Dimensions__

 

but no place to add the picture of my phone screen that I can see.

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    4 months ago

    Thanks for the additional info, nlc87!

    Do you have other devices that we can try to see if they experience the issue? Also, what's the current mobile device that you're using on which the Roku Mobile App was installed? 

    In the meantime, try doing these steps here to upload a photo so we can see the problem clearly.

    1. Tap the Camera icon on the options above the text box.
    2. You may choose the following options below:

       
       

      If you choose Upload, you may Drag or select Choose files from your library. For URL, you may need to paste the URL of the photo into the space provided to upload it.
    3. Lastly, if you choose Saved Photos, you can upload photos from the Community Forum.

    Please get back to us soon!

    Roku Community Team

    • nlc87's avatar
      nlc87
      Binge Watcher
      4 months ago

      Updated iPhone; no other devices except computer/laptop/pc to try it on.  Now the camera icon works.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        4 months ago

        Thanks for the photo, nlc87!

        Have you also tried signing out and then signing back into the app? If not, please try it and see if there are any changes. 

        Still not resolved? Please get back to us with the following info:

        • Roku Mobile App Version
        • Phone brand/model
        • Android/iOS version

        Thanks again for your cooperation!

        Roku Community Team