Forum Discussion

Rosiejax's avatar
Rosiejax
Newbie
3 years ago

Paramount Plus stuck on repeating commercials

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.

 

 

app playback

10 Replies

  • TVwathcing's avatar
    TVwathcing
    Newbie
    4 months ago

    Since many people are having this problem, including me, and it is only on Roku I find it odd that you would suggest we contact Paramount Plus about the problem. I have tried all the "fixes" recommended and nothing has changed. Odd that your paying customers have to go through all of this hassle just to get what we are paying for and still not getting it. I have cancelled the service and will get it directly from Paramount Plus since there is no problem there. I am amazed that Roku refuses to take any responsibility for this since it is so obviously a Roku problem. Truly unbelievable.

  • salmagb's avatar
    salmagb
    Reel Rookie
    30 days ago

    Yes, my roku is up to date, also apps, all other apps work fine, but Paramount when either watching a live show or otherwise prerecorded shows, when the commercial supposed to starts, is just pitched black, then after five minutes stuck you go to Roku home and come  back to paramount and clicked the same show it will show you 10 seconds before the same commercial show and then the loop starts again. I try to check for updates. tried the deleting the app, also deleting the app and restarting, restarting and check for updates, and even I reset to factory 2 times (first time with my credentials, and some the credentials that stay native with my account) (2nd time was as a brand-new client brand new apps) I have a cousin that have the roku too, we tried Paramount in his roku and same thing happening stuck on Commercials

    • RokuElizer-A's avatar
      RokuElizer-A
      Community Moderator
      30 days ago

      Hi there! salmagb​ 

      It looks like Paramount+ gets stuck on a commercial and then returns to the home screen. Thanks for sharing the steps you've tried so far. Since this issue seems to be specific to Paramount+, you could try to contact their support team for further assistance.

      You can reach out to them here. 

      Roku Community Team

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    3 years ago

    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's avatar
      Rosiejax
      Newbie
      3 years ago

      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's avatar
        RokuERey
        Retired Moderator
        3 years ago

        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's avatar
      dwhalen
      Newbie
      2 years ago

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

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        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

         

  • RoseJax's avatar
    RoseJax
    Newbie
    30 days ago

    Give us a program or two where it's happening so we can see if the issue happens with our Roku.  I'm on AppleTV South Park lately and haven't seen this issue.  I could try on my Roku later to see if the problem is still there.