Channels & viewing

[denroh]

So, it seems the problem is the stick itself. Issue does not happen with any of the other Roku devices. When I move the faulty stick from one TV to another, the issue follows the stick. 

The 4K stick is less than a year old.

[RokuArjiemar]

Hi! @denroh,

Thanks for providing additional information,

We wanted to let you know that we are continuing to investigate your reported issue and hope to provide you with a more detailed update when additional information is available. Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.

Best regards,
Arjiemar

[denroh]

So I guess you're basically doing nothing about this but "continuing to investigate." My 1 year warranty expires in a couple of weeks so I don't expect to hear from Roku until that time is up. I got an idea... how about sending me a replacement 4K Stick for the faulty one I'm dealing with. That would be great.

Thanks,

[RokuJohnB]

Hi @denroh,

Thank you for updating us here in the Roku Community!

We will be more than happy to assist you further with this issue that you're having with the Max channel. Kindly check with your inbox since we have sent you a private message.

We'll wait for your response.


Thanks,                                                                                                                                           
John

[Pjssaj3]

We have the same problem! Same Roku stick and only Max

[RokuERey · Accepted solution]

Hi @Pjssaj3,

Thanks for keeping in touch with us here in the Roku Community!

We see that you're getting the same issue with the MAX channel and we'd be glad of assistance on this.

If you haven't tried some troubleshooting we would recommend to apply it first and see if that helps.

Here's how...

• Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
• Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
• Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

For additional troubleshooting, you can check our support page here: How do I resolve channel playback issues? - Roku Support

If this has been exhausted, let us know if this is a specific content issue along with the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
• 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).

Let us know how things going.

Regards,
Rey

[WillianWRM]

Same problem here with the House of The Dragon the second session, the first one was ok when it did came out but now don't work either.

Device model: PTV55G52R2C4K

Hardware ID: G509X

Device ID: S0ND50044SE8

Serial: X01200244SE8

Software version: 13.0.0 revision 24062-DL

GC version: 11.8.15

Tracker ID: E8-262-087

[RokuERey]

@WillianWRM,

Greetings from the Roku Community!

Thank you for providing the details about this matter. I have reviewed the information and forwarded it to the appropriate Roku team for further examination and resolution.

Once more, your patience and understanding are much appreciated in the meantime.

All the best,
Rey

[ecardenas89]

Did you get a solution for this issue? I just bought an RCA with RokuTV and it was working just fine for a couple of days and now I can't view MAX with subtitles, they come way before the audio.  Subtitles work perfectly with any other app.

[JaVeCa]

I have exactly the same problem. It is the only app that doesn't work. I've tried everything, even a factory reset. It is getting really annoying.

What's even worse is that this topic shows as "solved". That's not true.