Channels & viewing

[Rosiejax]

tried the usual - update roku - no updates since May. Remove Paramount Plus - Add back.  Same old same old.  Gets stuck trying to load commercials and can never continue in the program. like Star Trek.  but happens with all programs.  It has been happening for maybe a week.  not an issue on any my other hardware yet.  Apple TVs. iPhone.  I haven't checked iPad or other Rokus or Google TV.  Yep, I have almost all platforms but of course this is the one the wife wants to watch in the bedroom.

Paramount plus app 8.5 build 20230724

Roku Model 4802X - Roku Ultra. Software version 12.0.0 build 4184-C2 (I find it very sad that there has not been a release since 12.0.0. in May.  Most whole number releases have updates released with in a week or two.  I believe i have the b version of 12.0.0 loaded but still have the same issue.)

Google 1 gb Fiber connection.

[RokuERey]

Hi @Rosiejax,

Welcome to the Roku Community!

Thanks for letting us know about this behavior going on Paramount Plus. We'd like to know more about this.

Could you tell us more about it? What are the steps to reproduce the issue? Is this issue happening on Paramount Plus?

When removing the channel we also recommend performing a system restart first before adding it back to make sure the process is successful.

Once we have a clearer grasp of the situation, we will be able to recommend the appropriate next steps.

Warm regards,

Rey

[Rosiejax]

Hi Rey,

Thanks for the help.  Yes, this is just happening on the Paramount Plus app.  To reproduce:  Go to any show and watch for awhile until a commercial comes up.  It never successfully makes it out of the commercial zone at that point no matter how long you let it go.  it just loops endlessly in commercials.  It will dump back to the last few seconds of the program you were watching but freezes the video and then loops back to endless commercials.  I've observed this behavior for the last 4 days.  Had to abandon Paramount on this device for now.  Not sure when it started.  Last week Paramount Plus worked fine as it has been for many months back.

And, yes I did the restart after the Paramount Plus app deletion before i reinstalled.  Thanks.  I'm not looking forward to a factory reset because of all my apps to set up but that's about all i got left on my side.  and, it seems like the last time I did a factory reset on a different issue, the problem persisted. Hoping for a fix from Roku.

[RokuERey]

@Rosiejax,

Thanks for the prompt response!

Have you tried reaching out to the channel support team about this to see what they can suggest and how they can help you out regarding this?

If not, we recommend starting from there, and if the issue is only with the channel alone, this is a good indication that there is likely an issue within that specific channel that will need to be addressed with an update from the channel publisher. Roku only hosts the channel on the platform.

You can contact them here: ParamountPlus.

Keep us posted on what you find out, and we'll be there to further assist you.

Warm regards,

Rey

[dwhalen]

This is happening to me also. I'm using the free trial, but this makes me want to cancel it.

[RokuJanadeeK]

Thanks for letting us know, @dwhalen.

As per what the previous moderator mentioned, it will be very effective to reach out to the channel provider to inquire further and inform them of the ongoing issues, as they may be able to provide a possible fix. The channels and apps on the Roku platform are developed and maintained by the provider themselves.

Let us know if you have other inquiries.

Regards,
Janadee

[Jmcdhome]

This is not a Roku problem. It is Paramount Plus. I have the same thing using the actual Paramount Plus app on my Android phone, and on my tablet.