Apps & viewing

[Pentti]

[JellyBabyRiot]

I have the same issue on my TCL Roku TV. 

I have been in contact with the support at discovery+ for the last month, I have done all the usual type stuff and even factory rest the TV for good measure and nothing.

I even sent them a link to a video I made showing the error on every free-to-view channel - I had edited it together with screenshots from the TV guide app I have in my phone.

Thought I was finally getting somewhere with that... Until today where they sent a reply that asked me to clear cache and ensure I have enough storage on the device.... In my mind I think that means they don't have a clue what's wrong it how to fix it.

Just a note but I didn't notice the channels being more than 5 minutes behind until after the clocks went forward.

[Pentti]

Thanks @JellyBabyRiot for posting that you have the same problem. I've heard nothing further from discovery+ not even the ineffective default suggestions. If you go to the discovery+ website, the live streams are at the correct time. The six hour delay is only through the ROKU app. I was wondering if the wrong streams were coming from America into ROKU to account for the time difference.

[Pentti]

You've gone to a lot of trouble @JellyBabyRiot to document the problem, but discovery+ appear to have done very little. I'm surprised ROKU haven't been able to corroborate the six hour delay, it's very simple to check using a free subscription to discovery+

[Eilidh]

There's nothing us as consumers are doing wrong. The simple fact is the Roku Discovery+ app has a bug related to the timezone with regards to the live streams.

The EPG is fine, it's the streams that are wrong. You can test this by setting the time on your Roku device manually to six hours ahead - the live streams are then in sync with the website version, mobile apps, Sky et cetera.

It's an entirely reproducible bug that needs addressing by the developers of the Discovery+ app for Roku.

The issue is that the support provided by Discovery+ ends at the point they have exhausted their list of problem solving steps issued to end users - the support department aren't the developers of the app.

[Zechariah]

This strongly suggests that the issue is isolated to the Roku version of the app rather than your internet connection or Discovery+ service in general. try clearing the cache on your Roku device. You can do this by pressing the Home button five times, the Up button once, the Rewind button twice, and then the Fast Forward button twice this sequence will reboot the device and clear its cache.

[Pentti]

Thanks for the advice @Zechariah  but this has already been tried, plus I setup a brand new ROKU streaming stick with the latest software and discovery+ is still streaming 6 hours behind the EPG.  Also as @Eilidh has posted, setting the time on the ROKU device manually to six hours ahead - the live streams are then in sync.

[RokuEmmanuel-D]

Hey everyone!

Thanks for reporting this issue. We'll try to forward it to the right team so they can investigate further. 

In the meantime, we recommend continuing to reach out directly to the channel provider for more updates.

Also, if anyone can share their device details, that would be helpful so we can pass them along to the team.

• Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
• Tracker ID (Press Home five times, then press Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)

We look forward to hearing from you!

Roku Community Team

[Pentti]

Model: 3820R2.      ID:  S0J7348JJ9P4.

S/N X02500KJJ9P4

Software version 14.5

Tracker ID P4-186-934

App build version 5.4 . build 0

However it would seem that the problem is the same for multiple ROKU devices

[RokuEmmanuel-D]

Hey, @Pentti!

Thanks for sending over the info we asked for. We'll pass it along to the team to look into it.

Stay tuned!

Roku Community Team