Channels & viewing

[Z_o_l_t_a_n]

The Masterclass app started crashing in less than 5 seconds after launch recently.

Please help.

Masterclass version 1.28 build 20240319

Roku info:

Model 4802CA - Roku Ultra

Software version 13.0.0 - build 24056-C2

[FedericoMejia]

Same problema with a Roku stick and a Roku Streambar

Help

[makaiguy]

@FedericoMejia& @Z_o_l_t_a_n -

When problems are confined to a particular channel, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel may fix the problem, so that is the first thing I would try. This is not a cure-all but it will assure you have an intact copy of the channel app's current version.

Remove/reinstall procedure:

1. Highlight channel on home screen.
   
   
2. Press * key on the Roku remote and choose Remove channel option.
   
   [Note: If this channel is one for which you have a paid subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. You can click this and follow the prompts to cancel your subscription and prevent any more payments, but your subscription and channel access will continue until your subscription period runs out. Due to a programming decision by Roku, you will not be able to remove the channel app via the Roku interface until the subscription period runs out.
   
   Instead, try removing the channel via the official Roku remote app on an Android/iOS phone/tablet connected to one of the Rokus on your account. At the bottom of the first screen, click Search and do a search for the installed channel name. On the resulting screen you should get options to Launch the channel on your Roku, or Remove the channel. I've never tried to remove a subscribed-thru-Roku channel (I haven't had one for years, and this may give you an idea why) but it's been reported this works even while the subscription is still active.]
   
   This will remove the channel from your Roku account, and thus from ALL Rokus linked to that same Roku account.
   
   
3. IMPORTANT- IF YOU SKIP THIS STEP YOU MAY NOT GET A CLEAN RE-INSTALL:
   Restart the Roku to clear its memory. Depending on your Roku model you'll find the System restart option under Settings > System > Power or if you have no Power option, under Settings > System. Repeat on any additional Rokus linked to this Roku account.
   
   [Note: For Roku TVs (i.e. ones with Roku capability built in) with "Fast TV start" enabled, turning the TV off/on just puts it in/out of a standby state and does not give you a full restart. Use the menu options listed above.]
   
   
4. Reinstall the channel to your Roku account via the Roku Home page Streaming Channels menu option. This will install the channel on all Rokus linked to this Roku account.
   
   

Notes:

• The channel will be added to the END of each Roku's channel grid.
• The Roku on which you performed the reinstall should get the installation immediately. Other Rokus linked to this Roku account may not get the channel until their next automatic update check. You can force an immediate update on any unit via Settings > System > System update.
• If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

[SGPalace]

Yes, I've been having the same issue for the past 24 hours with Masterclass opening for a few seconds and crashing. I am trying to watch a very specific masterclass (the Frank Gehry one) on my tv (not another device). 

Please Roku, communicate with the Masterclass tech department regarding their buggy app, because the solution you're offering is extremely time consuming and practically impossible for most users.

Thank you,

S (California)

[Z_o_l_t_a_n]

Thanks.  I tried reinstalling the app with a reboot between removing it and adding it back.  The same problem occurs after the reinstall.

[GeoFam]

We have been having the same problem for the last 72 hours.  

We have removed and reinstalled the app.  Done a system restart multiple times, once removing the app the after Reinstalling the app.  I've also run system updates several times, and checked for app updates (but there were none)

We have removed our roku stick.

The app still crashes 5-10sec after opening it.

The only things we haven't done are a factory reset or restarting our internet. Which I don't think would help at this point.

Device: 3820CA -Streaming Stick 4K

• App: #Masterclasss

Help #Roku, you're my only hope!

[Z_o_l_t_a_n · Accepted solution]

I reached out to MasterClass for support.  Here is the reply:

Thank you for reaching out to Masterclass! My name is <supportPerson>, a Member Support Associate.
 
Thank you for those details!
 
My deepest apologies for the trouble accessing your MasterClass subscription on your Roku device. We informed the team about the issue and there will be an upcoming update for the MasterClass app on your Roku device on Tuesday next week (June 18, 2024) to fix this issue.
 
Once the latest app is available, please update the app. After updating, kindly restart your device and attempt to access the app again. In the meantime, you can access the subscription using your mobile devices.
 
I will also be keeping this ticket on hold to make sure it does not close until the issue has been resolved.
 
Best,
<supportPerson>
MasterClass Support

[chzk]

Thanks for the update. To save others time, I did a factory reset as well to no avail...

Anxiously awaiting Tuesday update.