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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Level 7

Forced out of DAZN and Spotify logins after toggling to regular TV service

Nov 27 - there have been changes to Roku Express Canada in the past 24 hours.  Logins to DAZN and Spotify are not longer permanent, and I need to log in each time I visit the app - never happened before today....a real nuisance.

Is there a bug and is it being fixed?

Thanks

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4 Replies
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Level 7

Re: Forced out of DAZN and Spotify logins after toggling to regular TV service

I experience having to login to Spotify every time as well.  The bigger problem is it takes so long for Spotify to load lately (approximately for 2 weeks or so now).  DAZN is even worse.  The last few weeks it takes 5 minutes to get the menu loaded and when I select a stream/game it just spins and never starts.  Netflix and other apps work just fine and I have a wired connection so it is certainly not a bandwidth issue.  Hope to hear back about this issue.

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Level 7

Re: Forced out of DAZN and Spotify logins after toggling to regular TV service

Thanks, WAVEHELLO, for wading in on this.  As an interim fix, I'm using the Spotify and DAZN apps on my iphone to pair to ROKU Express rather than doing a lengthy and tedious login on the ROKU device.  You might try this until the support folks get wind of this and do a fix in the next update.

...and how exactly DO we escalate stuff like this to a ROKU support person?

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Level 7

Re: Forced out of DAZN and Spotify logins after toggling to regular TV service

Reply from
Sebastian G at Roku Tech Support (support request #(3098109)

[content edited]

We've added an update to your support request #(3098109). To add additional comments, reply to this email.

Sincerely,

Roku Customer Support


CS/CR-Sebastian G, Nov 29, 09:54 PST:

Hello Paul,

Thank you for contacting Roku.

My name is Sebastian and I am a member of the Roku Technical Support team. I will be taking over your consultation and be more than happy to assist you with it. 

I am sorry that you are having issues with the content of DAZN and Spotify

I need you to follow with the following steps: 

Perform a System restart:

1.    Press the Home button  on your Roku remote.

2.    Scroll up or down and select Settings.

3.    Select System.

4.    Select System Restart.

5.    If it is not showing, look then for the option Power

6.    Select System Restart.

7.    Select Restart.


Perform a System update: 

1.    Press the Home button  on your Roku remote.

2.    Scroll up or down and select Settings.

3.    Select System.

4.    Select System update.

5.    Select Check Now to manually check for updates.


Remove and add the Channel again:

1.    Press the Home button  on your Roku remote.

2.    Highlight the Channel. 

3.    Press the Star button  on your remote.

4.    Select Remove Channel.

5.    Then search for the channel again and add it.

Then try to access the show again. If the problem persists provide the following information: 

Email:
Serial number of your Roku device:
Model of your Roku device:
Channel name: 
Show name: 
Version and build of your System:
IP address:
Version and build of the Channel:
Issue ID:

To locate the version build and IP address of your System: 

1.    Press the Home button  on your Roku remote.

2.    Scroll up or down and select Settings.

3.    Select System.

4.    Select About.


To locate the version and build of the Channel: 

1.    Press the Home button  on your Roku remote.

2.    Highlight the Channel. 

3.    Press the Star button  on your remote.

4.    The version and build will show at the top of the pop-up window.


To get your Issue ID:

1.    Press 5 times the Home button  on your Roku remote.

2.    Press 5 times the Back button on your Roku remote. 


As soon as I get confirmation from your part that after all the troubleshooting the problem persists and you provide all the information requested above, I will escalate this to the engineering team. Please be advised that there is not expected time of resolution for this issue, we appreciate your patience while we deal with this matter.

Best regards,

Sebastian,
Roku Technical Support Canada.

 

 

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Level 7

Re: Forced out of DAZN and Spotify logins after toggling to regular TV service

Hi LFCneutral,

I discovered that my Pi-Hole had crashed.  Once I rebooted it Spotify and DAZN work great again.

If you have a PiHole I recommend rebooting it or checking the query logs for blacklisted IPs.

But the issue is probably DNS related since that's what a PiHole is for.  If you don't have a Pi-Hole I recommend resetting your DNS settings or pointing your router's DNS servers to a different one like Cloudflare or Google.  Hope this helps

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