Channels & viewing

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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
stevenowicki
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

I have found that the simplest solution is to use a firestick, works all the time every time, some roku TVs just cant handle this app. 

0 Kudos
Riggerjohn
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

Unfortunately you cannot view Britbox on a Firestick when it was purchased and the payment is made thru Roku.  Also the TV is a Roku TV and all the rest of the apps work fine. I understand that the app itself is a Roku product.

0 Kudos
keen1
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

Tried your suggestions - didn't work.  Contacted Britbox.  They said Roku has to update the Britbox app which takes time.  Two months have gone by and no change.  HELP???

 

0 Kudos
RokuMary-F
Roku Employee
Roku Employee

Re: Britbox is not loading Feb 4 2022

Jump to solution

Hi @keen1,

Thanks for posting in the Roku Community!

We would be more than happy to look further into this issue but will need more details. Can you please provide us with 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 by 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, and provide us with this ID)
  • steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.


Best regards,
Mary

0 Kudos
stevenowicki
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

Not true!!!! I paid for britbox thru roku, created u/n and p/w, loaded the britbox app on my firestick (mine is not associated with an acct, and loaded with 3rd party app capability) signed in and works every time. The key is adding as an app on the stick and not part of your amazon acct. if you are using amazon thru roku or adding to amazon acct you dont get sign in ability. 

0 Kudos
droberts91
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

My BB will not load and according to their IT people, it is a Roku issue.  But every channel streamed by my Roku device works, except for BB.  Now BB is saying a new update is coming that Roku needs to upload. Has anyone else been told this?

 

Thanks, D Roberts 

0 Kudos
RokuMary-F
Roku Employee
Roku Employee

Re: Britbox is not loading Feb 4 2022

Jump to solution

Hi @droberts91,

Saw your post!

We would like to know how to identify and resolve any playback issues. I have a few questions to better understand the behavior you are seeing:

  1. What Roku model device are you using?
  2. What troubleshooting steps have you taken so far to try to resolve the issue?
  3. Have you tried removing the channel, restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step), then once it loads up again, adding the channel back once more to see if that clears things up?

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


Best regards,
Mary

0 Kudos
droberts91
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

Roku model is RC128

Last  update was 12/14/2022

I rebooted the system (shut down the tv and Roku device) several times. Remove the channel, then added it back.  I also tried doing a manual update. 

I tried your suggestion, but result was the same,,,click on BB, looks like it is loading, then it bounces back to the home screen. 

I've been in communication with BB for a week+ now.  All channels are working okay...BB does not work at all.  BB does load on the Roku Channel..I found a series with a free episode and it played with no problem.

Thanks, dee roberts

0 Kudos
RokuMary-F
Roku Employee
Roku Employee

Re: Britbox is not loading Feb 4 2022

Jump to solution

Hi @droberts91,

Thanks for the update and for letting us know all that you've done.

Please provide us with the following information for further investigation:

  1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings System About)
  2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  3. 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, and provide us with this ID)
  4. Steps to reproduce the issue you are seeing

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


Best regards,
Mary

0 Kudos
droberts91
Level 7

Re: Britbox is not loading Feb 4 2022

Jump to solution

 

I will get the information requested later, but I wanted to share BB's last comment:

 

We will be sharing this with our team and the fix for this will be implemented in a BritBox app update on your device, so please ensure your app is up to date in the coming weeks.

 

Thanks, D Roberts

0 Kudos