Channels & viewing

[anio]

I installed National Geographic for the first time, but its app interface doesn't load completely.

I uninstalled the app, power cycled my Roku device, then reinstalled this app (a few times), yet when I open National Geographic, this is all I get. It just stays like this (even past 15 minutes), and it's non-responsive to any buttons from the remote (except Roku Home).  I checked update for National Geographic and the pop-up said it's up to date.  None of the other apps are doing this.

Please refer to below photos for the details, including the Tracker ID. Please help, thank you.

NatGeoAppTrackerID

[Emaeholmes469]

I’m having the exact same problem and have done all the same problem solving actions to no avail. Is this a Roku or National Geographic issue. 

[JWS9518]

Sounds like it might be an issue with the National Geographic channel. I suggest reaching out to their customer service directly and see if they are having some type of issue.

[RokuTakashi]

Hi, @Emaeholmes469 @anio 

Thanks for posting here in the Roku Community.

I see that you are having an issue with the National Geographic app, which will not load properly. I'm here to help you access the app and resolve the issue.

I recommend trying some troubleshooting steps to fix the problem. Please follow the steps below:

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

Once the steps have been performed, access the app again to see any improvements.

I hope this resolves the issue, and keep us posted on what you find out.

Thanks,
The Roku Community Team.

[rc1949]

Tried on two devices and still doesnt work

[RokuTakashi]

Hey, everyone!

Thanks for keeping us posted on the issue you've encountered with the National Geographic app.

Our team would like to gather more details as we will conduct an investigation. 

Can you please provide the details below:

• Roku device model, serial number, device ID, and OS 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 (This can be found by selecting the channel on the Home screen and pressing the * button).
• Photo or video referring to the issue.

Once these details have been gathered, our team can work on this further.

I hope for your response.

Thanks,
The Roku Community Team.

[RokuHaz-M · Accepted solution]

Hi Roku Community Users!

I would like to provide you with an update on the ongoing investigation regarding the missing feature on your Roku Ultra. We have discovered that this feature is currently only available in the US. While I don't have a specific date for when this feature will be added in other countries yet, so stay tuned for upcoming updates.

Check out the Roku Blog for the scoop on all the latest news and announcements. Thanks for having Roku's back!

Have any further questions?—we're here to help!

The Roku Community Team

[anio]

Hi @RokuHaz-M 

National Geographic app seems to have self-resolved and is now loading properly.  I'm able to play content, and I'm in Canada.  Additionally, the subscription plans are offered in CAD.NatGeoApp fixed nowNatGeoSub CAD

[RokuJharra-Q]

@anio Thanks for getting back to us!

We really appreciate you sharing the update about the National Geographic app not working right on your Roku device. This info could help others in the Roku community dealing with the same issue.

If you have additional info or have questions, just let us know. We're here to assist. 

Thanks again,
The Roku Community Team