Apps & viewing

[tacksixer]

Roku will not display x-ray feature on videos playing from amazon prime.

i know not all videos on amazon prime video have x-ray

i have confirmed the ones that do with my Fire stick

all videos with x-ray feature on amazon prime video will display on Fire stick

not all videos with x-ray feature will display with ROKU 4K MAX

MORE DON'T DISPLAY x-ray THAN DO.

why cant Roku get it together??

[JWS9518]

Roku has no control over features with third party apps, such as Amazon Prime.  You would need to contact Amazon prime regarding the missing feature.

[tacksixer]

i disagree.

using your example would mean roku has no control over streaming anything but roku channel

roku is advertised to stream many apps.

max, amc, paramount, amazon prime, Netflix, MLB, peacock, Hulu, Disney, MGM, Starz and more.

" from Roku advertising.

"You can access a wide variety of streaming services, including Netflix, Hulu, Disney+, and The Roku Channel, as well as thousands of other apps. "

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[RokuJohnB]

Hi @tacksixer,

Thanks for the post.

Channels on Roku are maintained by the channel developers themselves. In this case, we suggest that you contact the channel provider regarding this concern.

Just let us know if there's anything else we can help with!

Roku Community Team

[tacksixer]

it works fine on Fire stick.

i contacted amazon and they remarked that since the x ray feature works fine on both

web streaming and Fire stick that i contact Roku. 

Roku customer support via chat case number 11803012

and telephone support have done nothing to help me.

only stonewall and eventually disconnect the call.

so much for Roku customer support.

very very bad support for a long time customer.

im not impressed.

[atc98092]

It doesn't matter that it works fine on a different device. Roku has no control over the functionality of 3rd party apps, which is what Prime Video is. Amazon has sole control over how their app works on any device. 

Don't forget that Amazon sells a competing streaming player (which you have) so it could very well be a decision by Amazon to not make their app on a Roku work the same as it works on a Fire TV device. But in the end Roku has zero control over what Amazon offers inside the Prime Video app. And don't expect the support person at Amazon to have any idea if their app works differently on a Roku compared to their own streaming player.

[RokuJohnB]

Hi @tacksixer,

Thanks for keeping us posted.

If you need help with how the channel works, it's best to contact channel support. Remember, the folks behind your Roku channels are the ones who manage them.

For assistance, you can contact Prime Video support using this link.

Hope this info helps you out! Keep us posted.

Roku Community Team

[RayParker]

Researching a playback issue on another app (Hallmark+ on Roku): your response suggests that Roku is *not* the supplier for the apps on their platform. If that is true (and it does make sense, though I initially thought Roku had at least some involvement in app development), then *every* streaming vendor needs to have a support option to report and handle issues with their streaming apps (and for every platform these apps run on). So far, Hallmark+ does not seem to offer a support option. (Update: I have since found one.)

Is there a source somewhere (anywhere) that definitively answers the question regarding who these app suppliers are, and therefore where support should be coming from?

[atc98092]

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@RayParker wrote:

Researching a playback issue on another app (Hallmark+ on Roku): your response suggests that Roku is *not* the supplier for the apps on their platform. If that is true (and it does make sense, though I initially thought Roku had at least some involvement in app development)

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Yes, that is true. And no, Roku has no involvement in the development of 3rd party apps. 

When you view an app in the Roku Channel Store on the web, the description includes both the provider (for Prime Video that's Amazon) and a link to their privacy policy. Using that link you at least reach the web site for that provider. I would suggest to Roku that they require the provider to add a link for support. 

Most app providers are the same that provide the service, but sometimes apps are created by companies separate from the providers, which may or may not be done with permission from the providers. Those tend to be removed from the channel store when Roku gets a complaint about them. 

[Strega2]

I agree that it would be good for Roku to require a contact link, and verify that it actually goes somewhere.