Hi @RokuMary-F,
Your team is not actively working on this issue. It's been months so stop lying to us. All the team has to do is roll back to the 10.0 version for all devices and release a new version when the issue is resolved. Simple.
Hi everyone,
Thank you for reporting this issue to Roku Community!
We are currently aware and our engineering team has been investigating this issue closely.
In the meantime, please help us with the required details below for us to send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:
-Roku device model
-serial number
-device ID
-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)
-what are you seeing on screen? Can you provide a screenshot of the issue or error message
-steps to reproduce the issue you are seeing
We sincerely appreciate your patience and cooperation.
Best regards,
Mary
Roku TV C219GB
Hisense model R50B7120UK
Serial X00200U6XFWH
Software version 10.5.0 Build 4210-AF
Device ID S005S006XFWH
Error 42, Disney plus, over 2 months now.
How many times is Roku going to ask for that info? I submitted my info over a month ago, got one email response and then silence.
I’ve moved on. I’ve bought two Firesticks and Amazon gave me a credit when I returned one of them.
Honestly, I can’t believe this isn’t more widely publicized.
Looks like we are all at over 2 months of the error, and they keep asking for the same info. I highly doubt they are looking into it. Bye Roku, hello Amazon.
Hi @mrroxesq,
Thanks for the response.
In addition to the information you'd provided, may we also request for the Issue tracker ID while the issue occurs by simply pressing the Home button 5 times, followed by the Back button 5 times.
We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.
Best regards,
Mary
@RokuMary-F wrote:Hi @mrroxesq,
Thanks for the response.
In addition to the information you'd provided, may we also request for the Issue tracker ID while the issue occurs by simply pressing the Home button 5 times, followed by the Back button 5 times.
We sincerely appreciate your cooperation and we're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.
Best regards,
Mary
After I posted the two images above I received a private message asking me to wait 15 minutes and check for an update on my roku. I checked for an update and Disney Plus is now finally working. So for anybody out there still having issues, post your error log like they ask. It looks like this is a problem that has to be resolved on an individual case by case basis.
Ok, I'll try and see if I get a response.
4630X Roku premiere+
YR007P704861
10.5.0 build 4208.29
7KA6A7704861
Issue report tracker
ID 61-057-555