Channels & viewing

[Redkroovy]

My 4640x ultra update Friday 8-2-24 to 13.1.4. It is build version 1512-29. Now MAX, Parmount, and History Vault, will not load. They were previously working fine. I have restarted the unit several times. I have removed the channel restarted and re added chanel. None of this has worked. Thank you for any help

[RokuArjiemar]

Hello! @Redkroovy 

Thank you for posting in the Roku Community!

We appreciate you for bringing this to our attention. The latest update affects your channels, specifically Max, Paramount, and History Vault. We are pleased to assist.

We would be happy to investigate further, but we need further 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 five times, followed by the Back button five times, and provide us with this ID)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar

[Redkroovy]

<span;>Model 4640x- roku ultra
<span;>Serial # YP003R985313
<span;>Software version 13.1.4 •build 1512-29
<span;>Device id 7LC6D3986313

<span;>Issue occurs on MAX, Paramount, and History Vault. I have 15 other chanels woth no issues.
<span;>MAX- 57.6• build 1
<span;>Paramount- 8.16• 20240716
<span;>History Vault- 5.47• build 0

<span;>MAX 13-312-211
<span;>Paramount 13-312-211
<span;>History Vault- 13-312-210</span;></span;></span;></span;></span;></span;></span;></span;></span;></span;></span;>

[RokuArjiemar]

@Redkroovy,

Thank you for the information,

We have forwarded your information to the appropriate Roku team for further investigation. Once we have more information, we will update this Community thread. We appreciate your patience and understanding.

Regards,
Arjiemar

[Redkroovy]

Any information on this?

[RokuERey]

@Redkroovy,

Thanks for keeping in touch!

We still don't have any update on the investigation, but we have already provided an update about this. We would like to verify if we can connect the affected device to an alternative network, like a mobile hotspot, to see if that makes a difference.

Please keep us posted.

Thanks,
Rey

[Redkroovy]

I connect the unit to a hotspot then restarted and verified it was still connected. The channels I had mentioned are still not working.

[Redkroovy]

Update just tried channels on different roku device. I had no issues at all. Is there a way to roll back firmware? Or new firmware coming?

[RokuCarly]

Hi, @Redkroovy.

Thanks for getting back. 

As of now, there are no available updates. No worries! I've already followed up with the team.

In the meantime, can you please confirm what is the current running software versions of your other Roku devices?

Regards,
Carly

[Redkroovy]

The roku I referenced is the o ly other one I use. Its information is as follows:

3920x roku premier 

YH00DU567895

Software version 13.1.4 

Devixe ID K4203D567895