Thank you, Mary, note my responses:
1) I have 2 channels that I pay for (Netflix and Disney+) and of course the ROKU channel. The Disney + channel is the only one I can't connect to. I haven't been able to connect to Disney+ since the 10.5 upgrade to the device OS. I swapped that one out with one that had that I had not used in while that had the older OS on it, and I was able to get into Disney + with no problems. However, I did not turn auto update off and it updated that device OS to 10.5 from 10.0, and that unit quit Disney+ as well.
2. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing? The screen says "We're sorry, we're having trouble connecting you to the service. Please check to see that you are still connected to the internet and try again (Error Code 42)." The box below that, and the only reply to you can give is OK.
3. Are you receiving error messages or codes when accessing the channel?
Yes, as above, Error Code 42.
4. What troubleshooting steps have you taken so far to try to resolve the issue?
I have checked and rechecked Internet connection. I have reset the device and re-installed. I have removed the channel and set back up. I had another Device That I hadn't been using in 6 or 7 months and I swapped it out with the one not working. When I put it on, I got into Disney +, but i failed to turn off auto update and when it went from 10.0 to 10.5 I lost Disney + once again on that device.
I found while searching for "ROKU error Code 42" a post that said ROKU had resolved this and I needed to do a manual update. It wasn't for my specific Model, but it was the same error, that said:
[RESOLVED][OS 10.5] Some Roku TVs and Roku Ultra players experiencing playback issues update
Update 11/29/21
We believe this issue is now resolved. If you're still experiencing a playback issue, check for the latest system update.
Update 11/25/21 11:30AM PST
Investigation on-going, try work-around steps below if you are experiencing this issue.
Update 11/22/21 5:35PM PST
We are continuing to investigate reported performance and stability issues, although we can confirm that this is only affecting a small subset of users due to specific network configurations. Roku is making a software rollback available to provide an immediate work around.
The instructions to manually check for an update is below but we urge that only affected customers follow this step.
Follow the instructions below to manually check for software and channel updates.
- Press the Home button on your Roku remote.
- Scroll up or down and select Settings.
- Select System.
- Select System update.
- Select Check Now to manually check for updates.
When I do this, it just says you are at the latest update but doesn't change anything. I truly hope you can help, I pay for Disney through ROKU, but I can't use it. I know without a doubt it's the OS version and would like to get this fixed and I don't know if there is even a way to reach ROKU support, only the Community.
