Channels & viewing

[RokuMary-F]

Hi everyone,

Thanks for providing the information needed. Our engineering team has been investigating this issue closely and once more information is available I'll be sure to let the Community know.

We appreciate your patience for the time being!

Regards,
Mary

[VerticalFocus]

Hi Danny and Mary.

Model: 3910RW

Serial: YG007P633547 (C53797633547)

Software Version: 10.5.0 build 4201-51

Timestamp: 2021-11-17 T01:54:54Z

Issue ID 47-460-914

Prime Video Version 12.0 Build 2021090212

Only occurs on Prime Video. I reached out to Prime Support first and they verified this version of Roku is still supported and they did "everything they could on their end" so the issue must be with the Roku after multiple troubleshooting attempts (uninstall Prime, restart device, sign out and back into Prime, unplug Roku, etc)

I am also periodically getting kicked back to home without launching channel from multiple channels. Most recent issue report tracker gives issue ID 47-460-920. Not sure how many are affected with both issues, but I did see another support thread about the kicking back to home issue. Usually resolves after restarting Roku.

[MoRig252]

Apologies if this is identical post, first disappeared. I have this problem on 2 different Roku setups, ONLY PRIME app. 

Quite new smart TV: when I launch Prime app, I get a huge all screen notice that Prime Video is no longer available on this Roku model. Issue ID is 32-460-928. That’s a model 3500X Roku stick. Serial 2LD5AC098432. Software version 10.5.0, build 4201-09. 

On old TV where I’m not using an HDMI cord, Prime launches as usual then gives the There’s a problem with the connection to your TV. Try using a different HDMI cable. But not using one! Issue ID 68-460-933. That’s a model 3910RW Roku Express +, serial number YG0066952968 (C53956952968). Software version 10.5.0, build 4201-51. On this one I uninstalled Prime app, reinstalled and rebooted Roku. Didn’t work.

Yes, thanks for the help. Clearly an Amazon problem. 

[killershrew]

Same, only prime has a problem so far. First noticed 11/14/21.

Issue Report Tracker

Model: 3910RW - Roku Express+

Serial number: YG009G043876 (C53959043876)

Software version: 10.5.0 - build 4201-51

Timestamp: 2021-11-17 TO5:42:49Z

 Issue ID 76-461-142

[makaiguy]

@MoRig252-

Amazon announced in emails to Roku owners that, effective November 1, 2021, their Prime Video will no longer support a number of older Roku models.

The model numbers affected are:

Roku 2 HD/XD/XS models 2050X, 2500X, 2720X, 3000X, 3100X
Roku LT models 2400X, 2450X, 2700X
Roku SE model 2710X
Roku Streaming Stick models 3400X, 3420X, 3500X

(The Xs or other letters at the end of the model number are distribution codes and are irrelevant for this issue.)

To check your model number use Roku menu path Settings / System / About

[MoRig252]

Thanks obviously I didn’t get the announcement. Amazon disappoints me. 

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@makaiguy wrote:

@MoRig252-

Amazon announced in emails to Roku owners that, effective November 1, 2021, their Prime Video will no longer support a number of older Roku models.

The model numbers affected are:

Roku 2 HD/XD/XS models 2050X, 2500X, 2720X, 3000X, 3100X
Roku LT models 2400X, 2450X, 2700X
Roku SE model 2710X
Roku Streaming Stick models 3400X, 3420X, 3500X

(The Xs or other letters at the end of the model number are distribution codes and are irrelevant for this issue.)

To check your model number use Roku menu path Settings / System / About

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[Suegeg3]

I keep getting the HDMI cable error and Prime will not play. I do not have an HDMI connection with my Toku Express+. Very Frustrating. Thank you.

[Cheryl3]

I am having the same issue as Heather has stated (ie, check HDMI cable while actually using composite cables to an old TV, etc).  Haven't seen any solutions posted.  Any suggestions anyone? 

[Cheryl3]

Update:  I removed Prime Video, did a system restart, added Prime Video back and it is now working, hopefully permanently (well at least until the next issue arises!). Will update again if this is only a temporary fix. Cheryl

[Zanne]

I just performed the same exercise as Cheryl3 and got the same result. Deleted Amazon Prime, did system restart, reloaded Amazon Prime. Seems to be working so far.