Channels & viewing

[RokuERey]

Hi @CMG72,

Welcome to the Roku Community!

We see that you're having the same issue with the Paramount+ channel, and we appreciate you notifying us.

We would also suggest communicating this with the channel team. Channel features are handled directly by the channel provider themselves.

In the meantime, we can also flag the appropriate Roku team about this for further assistance. 

Please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Channel version (highlight the channel tile, then press the * sign button on your Roku remote).
• Is this affecting all the contents on the platform?

Please keep us posted!

Thanks,

Rey

[janetw]

I also have this problem only on Paramount +.

[Oger50000]

Mines doing the same thing Exactly not dimension, my Netflix keeps freezing.

[RokuTakashi]

Hi, @janetw @Oger50000

Thanks for posting here in the Roku Community.

We appreciate you for sharing this information with us, and we're sorry to hear about the trouble. This will be subject to investigation, and further actions will be taken after we can acquire essential information regarding the issue. Could you please provide the information requested by @RokuERey above this thread?

Once we have these details, we'll forward it to the appropriate Roku team for further investigation.

we look forward to hearing back your response.

Best wishes,
Kash

[ccannon73]

Still happening as of 2/23. As someone who has a lot of interruptions while trying to catch a show, it's maddening that I can't pause or rewind and resume.  While the content is great, if you can't enjoy it there's a huge decrease in value to the end user. If that sounds like a software product manager's pov, it is. Also, quit blaming ISPs or streamers - this is the classic shell game that's been used in every multi-vendor situation since products were invented. /

[RokuEuniceL]

Hi @ccannon73,

A warm welcome here in the Roku Community!

We appreciate you letting us know about your streaming issues on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue. For us to better understand the issue that you are experiencing, kindly provide us with additional information:

• When did the issue occur?
• Is the issue happening on all content or channels, or is this isolated Paramount Plus channel only? (Specify)
• Have you tried updating your software to the latest version?
• Have you tried removing the channel, restarting your system, and adding the channel again?

We suggest trying the steps mentioned above and letting us know if they do anything good.

Kind regards,                                                                                                                                  Eunice

[Hyche862]

Having read this whole thread it is apparent that neither Roku nor Paramont + care to fix this problem because it is still very much a problem 

[RokuERey]

Hi @Hyche862,

We would like to extend a warm welcome to the Roku Community!

We're sorry for the inconvenience about this and we appreciate you for reaching us here. I understand that you're seeing the same issue and we'd also like to take a closer look into this.

Kindly, provide the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Channel version (highlight the channel tile, then press the * sign button on your Roku remote).
• Is this affecting all the content on the platform?

Once we have this information, we'll be able to forward this over to the appropriate Roku team for further investigation.

Regards,
Rey

[arhurtado]

Same problem, only on Paramount+ 

Model 3940MX Roku express 4k

Software version 12.5.4 build 4174-cr

Paramount+ versión 8.12b 202403260

[RokuCarly · Accepted solution]

Welcome, and thank you for posting here in the Roku Community, @arhurtado!

Thanks for letting us know about the playback issues you are experiencing with the Paramount Plus channel. We suggest some troubleshooting steps to help you get back on streaming. 

Kindly troubleshoot the channel by following the steps provided below:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and choose Store, look for the app, then press Add channel

You may refer to our support article dedicated to this: How to resolve a channel playback issue

Furthermore, we suggest resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, re-pair it to see if this will make any difference. 

Best regards,
Carly