Channels & viewing

[MrXxx]

Anyone else getting this issue? NBC News app is constantly displaying network error message. What makes no sense at all is that while the message displays, and no matter how long, the programming continues playing behind the message, and is only interrupted to reload the program if you push okay.

No other app does this. There are no network issues here. What gives? Anyone else seeing this?

[RokuJanadeeK]

Hi @MrXxx,

Thanks for letting us know about this issue.

We understand the issue you're having with this channel. We are glad to assist.
Rebooting the channel may help. Kindly try to perform the correct sequence to reboot this channel by removing the channel, restarting the device, and adding the channel. You can also try to check for the channel's update by clicking the Star button on your remote.

Please let us know if this fixes the issue.

Regards,
Janadee

[MrXxx]

Thank your for the reply.

I Already tried all that. Rebooted everything didn't improve anything, however I did perform a speed test which was miserable and did improve after a hard reboot of the modem/router. But that didn't fix the issue either.

So I tried using the Xfinity app to access the channels in NBC News app. Interestingly, nothing was streaming in Xfinity at all. This, to me, indicated an authorization issue rather than a network issue. This made more sense considering that despite the network error message, the programming was still streaming non stop behind the message in NBC News. This wouldn't be the first time I've seen incorrect error messages telling me one thing is wrong, when in fact it's something else altogether.

When Xfinity refuses to stream any channels, I've learned that is almost always a profile/auth issue. So I signed out of Xfinity and back in. Voila! Everything in Xfinity streamed normally. Then I launched the NBC News app again but still got the network error message.

So I signed out of THAT app, and back in, and again, everything seems to be back to normal.

Word to the wise, whenever access is granted by Xfinity, the profiles and authorization have a bad habit of corrupting over time, so just as rebooting everything you own on a regular basis is good practice, so is signing out and back into apps, and reauthorizing them regularly. Sucks but it is what it is.

[MrXxx]

Sadly, although the above measures improved how often the message shows, it did not eliminate the problem. The false error message simply shows up a lot less often but it's still several times per day. No other app is doing this so it is not a network error.

Is no one else seeing this?

[RokuJechealR]

Hi @MrXxx,

Thanks for your response!

Have you tried to connect the Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?

Please keep us posted on how it goes this time.

All the best,

Chel

[MrXxx]

"Have you tried to connect the Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?"

No, because this is clearly not a network error. The error message is displaying for no legitimate reason.

1. No other app is doing this.
2. The ROKU network info screen clearly shows the network is fine.
3. When the error message is displaying, the programming plays behind it uninterrupted for hours.
4. Conclusion: there is a problem with the app itself.

I'm only posting about this to find out if anyone else ever sees this problem. I'm also looking for a way to report the problem directly to NBC but haven't had the time to dig deep enough yet.

EDIT: Considering the problem was worse when Xfinity itself was not authorizing properly and it got better after that was corrected, I'm convinced the real issue is not networking, but an authorization issue between NBC News app and Xfinity. This wouldn't be the first time similar weird things have occurred with other apps.

[RokuArjiemar]

Hello! @MrXxx 

Thanks for the posts regarding the issue you are experiencing with NBC. We're pleased to assist.

We wanted to let you know we will file a ticket with the channel partner. We would be happy to investigate further, but we need further details. 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)
• 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 arise, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• How are you authenticating
• Speed test result

Once we have this information, we can pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,

Arjiemar

[MrXxx]

Since a lot of the information you're asking for is device specific I'd prefer to DM you with the above information.

[jvm602]

We have a Roku device and it is mostly, but not always NBC with streaming issues. We use HULU LIVE to get the main networks, and it is very frustrating with the NBC network. Unfortunately for us, NBC is the network we watch the most. Our HULU live NBC affiliate is Channel 3 out of Chattanooga TN.

[MrXxx]

The app was just auto updated within the last 48 hours so perhaps the issue has been resolved. Time will tell...