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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Jmwalker
Level 7

Re: Network errors with multiple channels

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I am having the exact same issue with Disney+ and ESPN+.  I’ve talked to Disney 4 times and ESPN x2.  I’ve talked to LG and Spectrum.  The only people I can’t talk to are at Roku.

ESPN said to ask Roku to help me fully delete the channel and reload it.   Just removing and adding back didn’t work.  

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RokuDanny-R
Roku Employee
Roku Employee

Re: Network errors with multiple channels

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@Jmwalker

Thanks for the post.

When removing a channel, it's important that you make sure to restart your Roku device before adding the channel back again.

In addition, have you tried rebooting your wireless network to see if that helps?

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Jmwalker
Level 7

Re: Network errors with multiple channels

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Thank you but I have tried those steps multiple times with no success.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Network errors with multiple channels

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@Jmwalker

Thanks for the follow up.

In order for us to better understand the issue you are seeing, 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

-are you seeing any specific error messages on screen when you run into this issue

With more information we will be able to investigate further and assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Jmwalker
Level 7

Re: Network errors with multiple channels

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This would be easier if I could just call you.  I appreciate any effort to help though.  We have 4 Rokus.  I’m providing info on the first two via the photos.  The issue happens on Disney plus and ESPN plus.  I’ve spoken with those companies multiples times and they do not have a solution yet.  I hope you can sort this out. #1#1

 

#2#2

 

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StreamerUser
Community Streaming Expert

Re: Network errors with multiple channels

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@Jmwalker wrote:

This would be easier if I could just call you.  I appreciate any effort to help though.  We have 4 Rokus.  I’m providing info on the first two via the photos.  The issue happens on Disney plus and ESPN plus.  I’ve spoken with those companies multiples times and they do not have a solution yet.  I hope you can sort this out.


Roku does have a customer service number:  (816) 272-8106

However, it is limited to account/billing and first time setup/activation issues.

There is chat/email available, but it is not available for your model:  https://support.roku.com/article/208757038

Since the two channels/services that you are having issues with are in fact from the same company and heavily linked, they should be the primary contact for your issue.

If you havent contacted their CS and verified that they arent blocking your IP/PoP or havent otherwise corrupted your account, you should do so.

When reinstalling the ESPN app, I highly recommend:

1) Log out (of all accounts) within the ESPN app (Settings/Account Information)

2) Remove the ESPN app

3) RESTART your Roku

4) Re-install the ESPN app

 

 

 

StreamerUser
Roku Community Streaming Expert

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