Channels & viewing

[ashleydroidbox]

Since receiving the 11.5 Roku os update, videos on my5 no longer play.

Once you click the watch button on the program, it starts loading then the app closes.

I've tried removing and readding the app this hasn't fixed it.

It is the only app I have problems with so know there's no issue with internet connection.

Anybody else having this issue?

Many thanks

[ashleydroidbox]

Had this reply back from My5 support.👍🏼

"Hi, thanks for your message and apologies for the problems you've been experiencing.

We have flagged this to our Tech Team who are currently looking into a spike of reports of problems on Roku/Now devices overnight.

They'll look to understand what is causing this issue and how it can be fixed as soon as possible.

Thanks and apologies again for the problems with this.

Customer Support Team | My5"

[RokuMary-F]

Hi @ashleydroidbox,

Thanks for bringing this to our attention at Roku Community!

Can you please provide us with the following information:
-Roku device model
-serial number
-device ID
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/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)
-steps to reproduce the issue you are seeing

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


Best regards,
Mary

[ashleydroidbox]

I have just tried it again and it seems the my5 tech team have now fixed the issue...

Hats off to them for their speedy fix 👍🏼

[RokuMary-F]

Hi @ashleydroidbox,

Thanks for the update!

We're glad to know it's working now! Happy Streaming!


Best regards,
Mary