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Axel-Erfurt
Binge Watcher

ARD Mediathek Livestreams

After updating the ARD Mediathek app, the live streams no longer work.

Other videos from the ARD Mediathek continue to work.

It is strange that the message up to date does not appear after the update, as is the case with other channels, but that an update is always possible.

Is the update not imported correctly?

11 REPLIES 11
RokuKariza-D
Roku Guru

Re: ARD Mediathek Livestreams

Hey @Axel-Erfurt

Thanks for the post.

If you haven't tried yet, you can remove the affected channel then re-install it. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Let us know if there's any difference after.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

I did that, unfortunately without success. Should I try a factory reset?

0 Kudos
Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

A factory reset does not help.

I also questioned the support of the ARD Mediathek

Here's the answer:

Dear Mr. Schneider,

Thank you for your message.

Unfortunately, the problem has been occurring since a change at the provider Roku. We are in contact with the manufacturer so that the error can be rectified soon. A recent update failed to fix the bug; unfortunately we cannot influence the solution directly at the moment. Please check regularly whether an update has been made available for your device and perform an update if necessary.

We are sorry that we cannot offer a satisfactory solution at the moment and ask for your patience.

Kind regards
Martha Müller-Rentz
ARD Mediathek Team

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RokuKariza-D
Roku Guru

Re: ARD Mediathek Livestreams

@Axel-Erfurt

Thanks for the update.

Please be advised that channels on Roku are developed and maintained by the channel provider themselves. We suggest continuing to work with the channel's customer support team for help and update. 

We appreciate your understanding.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
0 Kudos
Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

But then it confuses me that it can be read in the channel store

ARD Mediathek
Developed by:
Roku

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RokuDanny-R
Retired Moderator

Re: ARD Mediathek Livestreams

@Axel-Erfurt

Thanks for the posts.

Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Community Moderator
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Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

It's more like a never-ending story.

I think the update of the channel ARD will never be completed properly.

I can check for updates several times in a row, each time it says at the end:

Channel has been updated

 

before Update:

 

ARD
Version 1.1
Revision 105000009

after Update:

ARD
Version 1.1
Revision 105000009

As you can see, nothing changes. Live-Streams not working.

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Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

Roku device model: 3930EU

serial number: X0040012RCC0

device ID: S01V3182RCC0

software OS: 10.5.1 Revision 4066-AE

 

ARD Livestream

tracker ID: C0-127-166

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Axel-Erfurt
Binge Watcher

Re: ARD Mediathek Livestreams

Will there ever be a solution?

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