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alexander999
Reel Rookie

How to report a bug in Roku box software and/or channel app

I am experiencing a problem and I am sure it is a bug in the Roku box software, a specific channel app, or the combination of the two. The question is how to report it. I see the post "Generating a Tracker Issue ID to report a bug", https://community.roku.com/t5/Channels-viewing/Generating-a-Tracker-Issue-ID-to-report-a-bug/m-p/864.... It tells how to generate a tracker issue ID to help with a bug report. But it doesn't say how to report a bug. 

I am ready to provide all details and evidence once it is clear how to report it.

Thanks in advance for your help.

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2 REPLIES 2
RokuArjiemar
Community Moderator
Community Moderator

Re: How to report a bug in Roku box software and/or channel app

Hi! @alexander999,

Thank you for reaching out to the Roku Community!

We would be happy to look further into this issue, but we will need more detailed information. 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)
  • What version or 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, and provide us with this ID).
  • steps to reproduce the issue or behavior that you are seeing with the channel.

Once we have that information, we will be able to investigate further.

Thanks,

Arjiemar 

Arjiemar
Roku Community Moderator
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alexander999
Reel Rookie

Re: How to report a bug in Roku box software and/or channel app

Thank you. I found the solution to the problem I was experiencing, but it took a lot of searching. Now it works well. 

Note, this still doesn't tell the world of Roku users how to file bug reports. There really should be a very clear, easy to find statement about that. I could not find one.

The problem I was experiencing is the AppleTV channel/app would get stuck, very frequently. Sometimes it would work for less than a minute before getting stuck again. Once stuck, it never recovers on its own. Going back to Home and then back to AppleTV, it would work again, but sometimes for only a minute or a few. Power cycling the whole box gives the same result. This happened *always* and *only* with AppleTV. Never with any other app/channel. Internet performance to the Roku is extremely good. 

The solution turns out to be — found it eventually — is: (1) remove the AppleTV app (2) restart the Roku using the Settings software restart function and (3) reinstall AppleTV. Then you have to sign in to AppleTV again. After that, the problem is gone. That implies that the AppleTV update function did not work correctly in the past — it must have left some trash lying around that corrupted some constants or some code. 

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