Channels & viewing

[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. 

[RokuCarly]

We're grateful to have you here in the Roku Community, @chrismore!

We sincerely regret to hear about the experience with the app. We'd like to know more about your concerns so we can provide you with an accurate resolution.

Kindly specify the issues you have been experiencing within the app so we can offer some troubleshooting methods to help you get back on streaming. 

Please be also aware that the channel provider, FoxNews App, is the one who provided, maintained, and updated their app on the Roku streaming platform. In the meantime, you can try to highlight the app and press the star* button on your remote to help you update it. 

We'll be looking forward to your response as we are more than eager to find you the best resolution possible. 

Best regards,
Carly

[Blink182rfl]

It's been going on for a little over a month now where we can get into the app, but when you click watch now,  it loads to 13% and sits there.  Never comes on.

[DPP1]

Same story here.  I contacted Fox News like Roku suggested, but Fox never responded.

[RokuCarly]

A warm welcome here in the Roku Community, @Blink182rfl.

Thank you for raising your concern with us. No worries. We're here to find you the best resolution possible.  

Before proceeding, may we know if this is an isolated case within the Fox News Channel alone? Does following the steps on How to resolve a channel playback issue help you?

Let us know so we can provide you with an accurate resolution. We'll be waiting!

Best regards,
Carly

[DPP1]

Yes, I have done all the troubleshooting in your article several times.  It has not helped. Yes, it is isolated to Fox News.  A previous Roku moderator told me it is not a Roku problem and to contact Fox News directly as Fox maintains the app.  Fox does return calls.  Based on all the Roku users having the same issue (never loading), I would have expected Roku to contact Fox directly, and not send me on a wild goose chase.

[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]

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