Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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downtown1978
Level 8

Authenticate cable provider

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I have the streaming stick 3500 and I cant access all the content on the HGTV app on my TV, I get the red key.  I think I need to log in with my google fiber acct info but I cant seem to find where I would do that.  I can access the content on my phone by entering my google acct info.  Does anyone know where I would enter that information on the ROKU or is there possibly another solution?
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DBDukes
Community Streaming Expert

Re: Authenticate cable provider

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"downtown1978" wrote:
I have the streaming stick 3500 and I cant access all the content on the HGTV app on my TV, I get the red key.  I think I need to log in with my google fiber acct info but I cant seem to find where I would do that.  I can access the content on my phone by entering my google acct info.  Does anyone know where I would enter that information on the ROKU or is there possibly another solution?

With all such apps, it's up to the content owner (the channel, in your case, HGTV) and the content provider (cable, satellite, or streaming service) to support a device, or support unlocking content on a device.

It's also important to understand that mobile devices aren't the same as other streaming devices. That is, a phone isn't the same thing as a Roku, Apple TV, Fire TV, or other set top device.

Having said that, it's not quite clear what you mean when you say you can't find where to sign in. Are you saying there is no sign in option? Or are you saying that there is, but your provider isn't listed? Because those are two different things.
DBDukes
http://www.dbdukes.com/
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.

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andyross
Level 16

Re: Authenticate cable provider

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With most Roku apps, you may need to find the settings in the APP (not the Roku), and there should be a Sign In or similar entry. Sometimes it is obvious, for others, it is under SETTINGS (sometimes shown as a gear icon).. It gives you a letter/number code, and a website link you use to authorize with your provider through a separate phone/tablet/computer.

To use the HGTV app as an example: Once opened, scroll right to the SIGN IN link on the top row and hit OK. Follow the on-screen instructions.

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DBDukes
Community Streaming Expert

Re: Authenticate cable provider

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"downtown1978" wrote:
I have the streaming stick 3500 and I cant access all the content on the HGTV app on my TV, I get the red key.  I think I need to log in with my google fiber acct info but I cant seem to find where I would do that.  I can access the content on my phone by entering my google acct info.  Does anyone know where I would enter that information on the ROKU or is there possibly another solution?

With all such apps, it's up to the content owner (the channel, in your case, HGTV) and the content provider (cable, satellite, or streaming service) to support a device, or support unlocking content on a device.

It's also important to understand that mobile devices aren't the same as other streaming devices. That is, a phone isn't the same thing as a Roku, Apple TV, Fire TV, or other set top device.

Having said that, it's not quite clear what you mean when you say you can't find where to sign in. Are you saying there is no sign in option? Or are you saying that there is, but your provider isn't listed? Because those are two different things.
DBDukes
http://www.dbdukes.com/
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.

View solution in original post

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downtown1978
Level 8

Re: Authenticate cable provider

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I cant find where to enter my google fiber account info.  I looked under the options on the ROKU and didnt see an option there and I dont see anywhere to enter this info on the HGTV app I downloaded onto the ROKU.  
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DBDukes
Community Streaming Expert

Re: Authenticate cable provider

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"downtown1978" wrote:
I cant find where to enter my google fiber account info.  I looked under the options on the ROKU and didnt see an option there and I dont see anywhere to enter this info on the HGTV app I downloaded onto the ROKU.  

Are you saying you don’t see the words “Sign In” anywhere?
DBDukes
http://www.dbdukes.com/
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.
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andyross
Level 16

Re: Authenticate cable provider

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With most Roku apps, you may need to find the settings in the APP (not the Roku), and there should be a Sign In or similar entry. Sometimes it is obvious, for others, it is under SETTINGS (sometimes shown as a gear icon).. It gives you a letter/number code, and a website link you use to authorize with your provider through a separate phone/tablet/computer.

To use the HGTV app as an example: Once opened, scroll right to the SIGN IN link on the top row and hit OK. Follow the on-screen instructions.

View solution in original post

downtown1978
Level 8

Re: Authenticate cable provider

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I was looking for a way to sign in with my cable provider on the ROKU options and didnt even consider that there might be a sign in on the actual HGTV app itself.  I did find the sign in on the app, (not sure how I missed it), and it worked.  My thanks to you both for your help.
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DBDukes
Community Streaming Expert

Re: Authenticate cable provider

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"downtown1978" wrote:
I was looking for a way to sign in with my cable provider on the ROKU options and didnt even consider that there might be a sign in on the actual HGTV app itself.  I did find the sign in on the app, (not sure how I missed it), and it worked.  My thanks to you both for your help.

Apple TV supports what you were thinking. It’s a reasonable thought.

You will find that Roku does support a type of shared sign-on, in that any app related to HGTV (same company), now that you’re logged in, will attempt to log in with the same credentials on that same device.
DBDukes
http://www.dbdukes.com/
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.
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meg3691
Level 7

Re: Authenticate cable provider

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I want to know why if this is supposed to be cheaper than the cable companies why do we still need these companies so we can unlock the keys on roku? makes me mad that I cant watch my shows. I paid alot for a stick and now I am limited on what I can watch? seriously?  👎👎what a waste of money!

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gecastro92
Level 7

Re: Authenticate cable provider

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I did exactly that and entered the code given to activate the channel but once I do that a message pops up and says "You have not been signed in since it appears your TV subscription does not include access to the following channel(s):" Then it lists the channels like ABC and Freeform. All channels I was watching before with no issues. My cable provider does cover these channels so I'm not sure why it's now allowing me to access the roku app. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Authenticate cable provider

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@gecastro92

Thanks for the post.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

If the issue remains unresolved, I'd recommend reaching out to the channel provider support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on that channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.


Thanks,
Danny 

Danny R.
Roku Forum Moderator
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