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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rogerian_salsa
Level 7

PBS Kids Channel not displaying videos properly

Starting a few days ago, when trying to view episodes of shows such as Daniel Tiger in the PBS Kids Roku channel, we can navigate to the episode, select it, and then hear audio. However, no video will display. We checked the channel and it is up to date. We also tried changing the zip code/station and that did not work. And finally we tried deleting and reinstaling the channel, and that didn't work either. Any tips?

9 Replies
makaiguy
Level 21

Re: PBS Kids Channel not displaying videos properly

When re-installing the channel did you follow this procedure?

  • Remove the channel.
  • Clear the Roku's memory via a restart - Settings/System/System restart (for a Roku TV it's Settings/System/System restart).  DON'T SKIP THIS STEP, it assures a clean reinstall of the latest version of the channel app.
  • Install the channel.  Note it will install to the bottom end of your channel grid.  If the channel requires a login you may need to sign in again.

 

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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jabo2099
Level 7

Re: PBS Kids Channel not displaying videos properly

We've done the above, but still have the same issue on our Samsung Roku TV.  The app works just fine on the old Roku 2 we have connected to our upstairs "Dumb" TV upstairs though.  

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Alchak
Level 7

Re: PBS Kids Channel not displaying videos properly

We have same issue and have tried these things short of a complete factory reset of the Roku (since it is only the 1 channel.) We have the Roku Premier.

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RokuMary-F
Roku Employee
Roku Employee

Re: PBS Kids Channel not displaying videos properly

Hi @Alchak,

Thanks for reaching out to the Roku community!

We recommend starting here to troubleshoot channel issues: Follow these steps in order:
1.Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel'.
2.Next, restart your device from Settings>System>System restart. (For Roku TV Settings>System>Power>System restart)
3.Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
If that still doesn't clear up the issue you're experiencing, we recommend contacting the channel provider directly to follow up for more help. They’ll be able to best assist with any issues that are occurring within their channel.

You can reach PBS Kids support here: https://pbskids.org/help/

Thanks,

Mary

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RickRambus
Level 7

Re: PBS Kids Channel not displaying videos properly

Tried the noted procedure with no resolution. Attempted to submit the issue 4 times to the pbskids help website contact page with an internal server error message returned each time.

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Dwhitmarsh
Level 7

Re: PBS Kids Channel not displaying videos properly

Same thing happening to me with PBS Kids version 4.0 build 1. Factory reset of the Roku (4660X with 9.4.0 build 4210-46) did not fix it. 
It's been going on for weeks now and I'm thinking of just replacing the Roku with a different vendor. 

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RokuMary-F
Roku Employee
Roku Employee

Re: PBS Kids Channel not displaying videos properly

Hi @Dwhitmarsh,

We appreciate your contact.

Have you 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 that still doesn't clear up the issue you're experiencing, we recommend contacting the channel provider directly to follow up for more help. They’ll be able to best assist with any issues that are occurring within their channel.

You can reach PBS Kids support here: https://pbskids.org/help/

Thanks,

Mary

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jabo2099
Level 7

Re: PBS Kids Channel not displaying videos properly

Is there another way to contact them? 

The site has errors when trying to use that link.  (Others above have also confirmed)

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jabo2099
Level 7

Re: PBS Kids Channel not displaying videos properly

Hey All,

This site seems to work:  https://help.pbs.org/support/tickets/new

I submitted a ticket, and got an automated email response.  We'll see if anything comes of it.  I would recommend others do the same so PBS can know there is a problem.

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