Channels & viewing

[Doritos]

Hello,

Model: 3930X roku express

Serial: X00400RJD76H

Software: 11.5.0 build 4216-AE

Device ID: S00829AJD76H, powered by TV USB port

- affecting Disney Plus, YouTube TV, Apple TV

Error message for Disney Plus- protected content license error (Disney plus works fine on my other Roku device on my other TV) TRACKER ID: 6H-413-290

Error message for Youtube TV- playback error, error licensing this video (Youtube TV works fine on my other Roku device on my other TV) TRACKER ID: 6H-413-292

Error message for Apple TV- video not available, problem loading this video, check internet connection. (which I did) (Apple TV works fine on my other Roku device on my other TV). TRACKER ID: 6H-413-292

My other channels: Netflix, Hulu, Roku, Prime Video, and more - all still work

Please roll back update to what it was on 10/10/22. It was working then.

Thank you. 

[daniellebrown77]

I was watching multiple channels on my Roku Express today. Around 7:00 p.m. I went to watch Disney Plus to stream Dancing With The Stars live. And once on that channel I noticed that the newest episode had not been uploaded. I went to the software update page and noticed that Roku wanted to update the Roku Express. After the Roku updated its own software. Multiple channels gave me "Protected content license error". Specifically Disney Plus, Peacock, and HBO. I'm unable to watch any show on those channels, and I am disappointed as I pay for those. I tried restarting the Roku Express, restarting my router,  unplugging my Roku express, unplugging all of the wires around the Roku Express and my tv, uninstalling Disney Plus (then restarting the Roku Express), and restarting my network connection. I've tried everything the internet has suggested besides a factory reset. I've had the Roku Express for a few years now and I do not want to do a factory reset when I have not had any problems prior. Can someone please help me?

[RokuDanny-R]

@Doritos
Thanks for the post.

Please be aware that there was a service interruption with Disney+ which may have impacted playback on their channel. Are you still experiencing an issue with the Disney+ channel?

In addition, have you already tried removing both Disney+ and Youtube TV, restarting your Roku device, then adding the channels back again, specifically in that order to see if you are still experiencing an issue?

Please keep us posted what you find out and we will be able to assist you further.

Thanks,
Danny

[RokuDanny-R]

@daniellebrown77
Thanks for the post.

Can you please provide us 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 be 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 and provide us with this ID)
-steps to reproduce the issue you are seeing 
Once we have this information, we will be able to investigate the issue further.

Thanks,
Danny