Forum Discussion

_Xena_'s avatar
_Xena_
Streaming Star
2 years ago
Solved

Channel crash, how do you report an in app bug

Ever since the 12.5 update on the Roku, I can't find how or where to report the bug, if an app is having an issue. Ever since the 12.5 update, my Disney Plus app has a crashing issue, and I can't find how or where to report the bug. It used to be when you hit the asterisks button, and you go to rate the app, it would be under that. It's gone now. Any idea how to report bugs with channel apps now? Thanks for the help! ❤️

app playback
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, _Xena_ 

    Thanks for posting here in the Roku Community.

    We appreciate you for flagging this to us. May we know if this issue only occurs with the Disney+ channel, or have you noticed it happen with other channels? In the meantime, In the meantime, 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 > Power >S ystem Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
    You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
    Please try doing this and see if it helps with what you're experiencing.

    Keep us posted.

    All the best,
    Kash

3 Replies

Replies have been turned off for this discussion
  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, _Xena_ 

    Thanks for posting here in the Roku Community.

    We appreciate you for flagging this to us. May we know if this issue only occurs with the Disney+ channel, or have you noticed it happen with other channels? In the meantime, In the meantime, 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 > Power >S ystem Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
    You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
    Please try doing this and see if it helps with what you're experiencing.

    Keep us posted.

    All the best,
    Kash

    • _Xena_'s avatar
      _Xena_
      Streaming Star
      2 years ago

      It happens with other channels too. I have the lifetime movie club app, and it freezes a lot and I have to close out and back in. I removed both channels, and readded them. They still do it. I'm wanting to know how do you report a bug in the app, that was my ORIGINAL question! It seems since the new 12.5 update, that that's disappeared. 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, _Xena_

        Thanks for keeping us posted.

        We would be more than happy to look into this issue and we'll need more information. 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).
        • Specific details of the issue and how to reproduce it.
        • Does this issue occur specifically on a channel? If so, what channel/s and what version/build are the channels? (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).
        • A photo or video clip referring to the issue,

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

        All the best,
        Kash