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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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Level 8

CBS All Access app crashes

We're new Roku users and  just signed up for CBS All Access. On our first attempt to watch a show, the app crashed midway through, displayed "An error occurred..." and an Ok button.  Clicking the Ok did nothing, the Roku was hung and we had to restart.  Tried again, same error.  The episode is apparently unwatchable.

Is it really this bad? 
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25 Replies
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Community Manager
Community Manager

Re: CBS All Access app crashes

Thanks for the note! A few questions here: 

- Could you please provide more information about which show and episode you experienced this issue on? 
- Which model of Roku device you are using (Settings>System>About)?
- Have you contacted CBS All-Access support yet to report the content issue you're seeing in their channel?  


I'd be happy to help take a closer look and help provide feedback to the channel provider. 


Thanks,
Tanner
Tanner D.
Roku Community Manager
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Level 8

Re: CBS All Access app crashes

"The Good Fight", season 1, episode 8, and we have a new Ultra.   The crash happened at a single spot late in the show , at least 75% into it.   Eventually we figured out that if we remembered the point of the crash, we could run the stream up to a spot just before it, then fast-forward past it and watch the rest of the show.

I sent an inquiry to CBS but haven't heard anything yet. 

We've only watched a few things so far, and only this CBS show gave us a problem.  Obviously if that single recording has a problem, CBS is responsible but what was really disappointing was that not only did their app crash, but it took down the Roku with it.
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Community Manager
Community Manager

Re: CBS All Access app crashes

Thanks for the details here. 

I tried testing this, and didn't see any issue completing the episode.  Does the issue still occur if you try watching the episode again? If so, please provide the time at which the episode experiences this issue and I'll pass that long to the channel provider. 

If the issue is still occurring, I'd recommend removing the channel from the Roku home screen, then restart your device. Once it restarts fully, try adding the channel back once more and logging in again, then playing the episode once more. 

Please keep us posted and we'll continue assisting from there! 

Thanks,
Tanner
Tanner D.
Roku Community Manager
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Level 8

Re: CBS All Access app crashes

Ok we tried again.  SORRY  but it looks like I got mixed up and gave you the wrong episode number  - it is 7 and not 8.  The crash is about 10-15 minutes before the end.  Christine Baranski (the star)  is on the witness stand, says "I didn't give him any information" and it crashes, just like yesterday.    
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Community Manager
Community Manager

Re: CBS All Access app crashes

Thanks for clarifying. I tried playing that epsiode on the same model of Roku device a couple times, and am not experiencing the issue you described. 

Did you try the channel removal process I previously suggested? (Remove the channel, restart the device, then reinstall the channel.) Are you still seeing the same issue from there? 

Thanks,
Tanner
Tanner D.
Roku Community Manager
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Level 7

Re: CBS All Access app crashes

This has been happening to me for years. It doesn’t matter which show it is, it does it on every single one of them. Sometimes I can get through one full episode and then every show after that it crashes multiple times through the show. I have three different Roku players in different places in my house and it happens on all of them. I have spent a lot of time emailing back-and-forth with Roku support and CBS all access support and neither has been any help. They all say it’s only happening to me, they have never heard of this happening to anyone else, tell me to update even though there are not updates available, or tell me to remove and reload the app, but nothing helps. My best advice would be to just get used to it and use the reboots in the show as a snack or drink break. Or don’t binge watch CBS shows.
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Level 7

Re: CBS All Access app crashes

same problem.  It appears for a second and then just goes back to Roku home screen.  Have tired delete/reboot/add channel...nothing works.

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Level 7

Re: CBS All Access app crashes

I have the same problem. Every single time I watch CBS All Access on my roku it crashes and reboots the roku. It reboots just once, usually just a few minutes into the show. I can watch multiple episodes in one sitting no problem. But if I exit the CBS app, and restart it then it does it again. I only have this problem with CBS All Access - no other apps that I use. 

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Roku Employee
Roku Employee

Re: CBS All Access app crashes

@Cpalee 

Thanks for the inquiry.

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.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator
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