Channels & viewing

[mmears1]

Same (exact) issue. Has been ongoing for well over a year. Will there ever be a definitive "fix?"

[mmears1]

Why is the Roku direction to, "Reach out to FOX News?"  A) There is no one to "reach out to."  B) This is a well-known, long term issue with Roku, i.e., occurs on ALL Roku devices.  And C) Seems if anyone should "reach out" to FOX, it needs to be Roku ... NOT individual users.

Is there ANY chance of a definitive resolution in the foreseeable future?  Very frustrating to say the least. 

[RokuJohnB]

Hi @Stjrussell,

Welcome to the Roku Community, and thanks for the update!

We want to gather more details to investigate this issue on Fox News Live, which was loading only thirteen percent. What troubleshooting steps have you taken so far? Is this the only channel that you are having issues with?

We look forward to hearing from you soon.

Thanks,
John

[Stjrussell]

I have tried all the things that you have told everyone else to try in this chat and nothing has worked. It seems it’s been an issue for a long time and yall keep saying that you are going to get it fixed but nothing ever gets done. This is the only channel that there is an issue with. I can watch it on my phone so that tells me that it’s a Roku problem. And I’ve tried it on multiple Roku devices and NONE of them work. 

[Stjrussell]

To add to my previous post, this has been going on since the first part of February and it’s still not resolved. Roku just keeps asking what the consumer has tried to resolve it and what system they’re using. That is irrelevant, that is obviously not the issue. Fix the problem Roku!!!

[RokuJohnB]

Hi @Stjrussell,

Thanks for the additional information!

We would like to gather more details to investigate this problem you had with Fox News Live, which was stuck loading thirteen percent. Can you please provide the following information below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• What channel and what version or build is it? (You can find this 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 for further investigation.

Thanks,
John

[Stjrussell]

So same reply you’ve given to everyone since February with no fix to the problem I see. 
here you go. Let’s see what you can do. 
model 3820RW streaming stick 4k

serial # x01700D724K1. (S090421724K1)

software version 13.0.0 build 24056-CU

GC version 11.6.21

issue ID K1-223-358

@RokuJohnB 

[RokuJharra-Q · Accepted solution]

Thanks for the update, @Stjrussell!

We highly appreciate you for providing us with the requested details precisely! Rest assured; we will forward your information to the appropriate Roku team for review. In the meantime, we're grateful for your patience and understanding as we work on this. 

Feel free to let us know if there's anything else you'd want us to address or create a new thread for different concerns. We'd be more than willing to listen and take action.

Best regards,
Jharra

[mmears1]

Have been experiencing the EXACT SAME ISSUE for over a year ... off and on.  Roku's ONLY answer after the typical troubleshooting of reset, update, etc., is to "Contact Fox."  I've unsuccessfully tried to explain that;

A) There is NO ONE to contact at Fox.
B) That it is a well-documented, widespread problem of a long time perid ... evidenced on this same "Roku Community" site,
and, 
C) That is would seem long past time for Roku and Fox to collaborate for a fix.  It's not any INDIVIDUAL Roku user's issue.

They always ask for the serial #, software version, GC version, and issue ID. It's irrelevant since the SAME probelm persist regardless of the Roku equipment. Very VERY frustrating repeatedly explaining the SAME thing over and over and getting the same response which, thus far, has solved nothing.

HELP PLEASE!

[mmears1]

reach out to Fox News support ....  REALLY?  There is NO ONE to reach out to at "Fox News Support."  This is the ongoing, standard Roku "answer."  And I've been trying to convey the same as above ... i.e., NO ONE to reach out to. This has become a complete "black hole."  

Roku ... we users are asking for your help.  "Contact Fox News support" is NOT helping.  At all.  I don't know how to be any clearer.