Channels & viewing

[RokuCarly]

Hi, @soldiermom123 @Davedog.

Thanks for joining us here in the Roku Community.

No worries! The team is aware of this issue and is currently in the process of investigation. With this being said, we'd like to include your device in the process and we would appreciate it if you could share with us your device details such as:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We'll be looking forward to your response.

Warm regards,
Carly

[cghill51]

Same PAUSE problem (but not their only problem: MAX video always hangs at the beginning of an episode, sometimes forgets what episode we're on, and may forget language preferences). The Tracker ID below refers to the pause malfunction (need to press twice - which happens only on MAX).

Configuration settings:

Dev Model 4120X-Roku2

Serial 4A654D019933

Dev ID ??

GC ver: 12.1.17

SW ver: 13.1.4 build 1510-04

Tracker ID: 33-365-611

[RokuCarly]

Welcome to the Roku Community, @cghill51!

We appreciate you for providing us with precise details of your issue with Max. Rest assured that we have already included this in our ongoing investigation. 

Once we've received updates regarding this case, we'll let the Community know. 

In the meantime, we humbly request your patience and understanding as we work on this.

Warm regards,
Carly

[chickpeach]

Hi Carly,

I, too, am experiencing this issue and while it’s not the biggest problem in the world, it is annoying. Thanks for your assistance!

Roku device model 9102R - Roku Streambar

Serial number YL009S723613

Device ID 2A1189723613

Software version 13.1.4 * build 1515-95

ID 13-368-651

GC version 12.2.22

[RokuCarly]

Welcome to the Roku Community, @chickpeach!

Thanks for reaching out and for letting us know about this. We also appreciate you for providing us with the details requested above. 

Rest assured that this has already been forwarded to the appropriate team so that your device can be included in the investigation. 

Once we've received updates regarding this case, we'll let you know.

Regards,
Carly

[Prop0017]

I have this exact same issue with HBO and my Roku tv 

[Jackman36]

I have been having this problem with max also.  Pause and play only work if time bar is displayed.  So I have to hit pause once to get time bar and again to actually pause.  Annoying.  Today I got out an old roku to set up in a spare room.  The problem did not exist on the max channel.  I then did a roku system update becuase well why not and now problem is back.  Tells me it’s a roku related problem.  

[RokuReynan-L]

Hi, @Prop0017 and @Jackman36.

Greetings from the Roku Community!

We appreciate you reporting this to us. No worries, our team is already aware of this issue. We'll be gathering some information for our appropriate team to further investigate this issue.

That said, we'd like to include your devices in the process as you are currently experiencing the same issue. Kindly provide us with the necessary details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version.

We'll wait for your response.

Regards,
Reynan

[andyross]

When you updated the Roku, the app itself, and any other old apps, were updated. Ideally, you should have checked the version (press star key when the tile is highlighted) both before and after any OS update.

[jBu979]

You know what’s ironic Roku, your comment is listed on here twice haha, just like the play/pause max issue (which I’ve also been experiencing).