Channels & viewing

[catpaws313]

@RokuTakashi I replied with the requested information as an email. If you need me to post the information here, please let me know.

Thanks

[RokuTakashi]

Hi, @catpaws313 

Thanks for keeping us posted.

You can post the information here or send it through Private message so it can be forwarded directly to the appropriate Roku team.

We'll wait for your response.

Best wishes,
Kash

[catpaws313]

@RokuTakashi 

Scenario: When watching a video on the Prime Video app on my Roku TV, I press the instant replay button, the video rewinds 10 seconds and then freezes. The video does not start playing and it will not go back another 10 seconds if I press the instant replay button again. The video will only start playing again if I press the Pause or Play buttons. This issue started a few weeks ago. Before that, I could press the instant replay button once or multiple times and the video starts playing again once it's done rewinding. One day it was working and the next day it wasn't.

Troubleshooting performed: Rebooted the TV, logged out of the app, uninstalled the app, reinstalled the app, logged back into the app. Watched videos on other streaming apps on the same TV to see if the issue is happening on the other apps. Watched a particular video on the Prime Video app and then watched the same video on another streaming app on the same TV to see if the issue replicated with the same video on another app. Downloaded the Prime Video app to my Android tablet and watched a video I had been watching on the TV to see if the issue replicated on the tablet. The issue with the instant replay feature only happens when watching a video on the Prime Video app on my Roku TV. It does not happen on any other streaming app on the same TV or on the Prime Video app on my Android tablet.

Issue ID: 1W-485-581

Serial number: X02000TC6N1W (SOLLM2AC6N1W)

Software version: 14.0.4 / build 12221-DD

GC version: 12.7.23

Channel software version: 15.3 / build 2024111414

When speaking with the Prime Video tech support agent, he mentioned the possibilty of a change on Roku's end that caused a compatibility issue with Prime Video. I hope the above is enough information to figure out what is causing this issue and be able to resolve it.

[Progfx]

Who designated this as “The accepted solution?” This is obviously not the solution as Prime Video is telling people the issue is on Roku’s end.

I am still waiting for a response from @RokuTakashi after receiving the requested information from @catpaws313 regarding his software and hardware details.

[RokuTakashi]

Glad to hear your continuous response.

We have shared your information and concerns with the appropriate Roku team for further investigation. They will review the matter and take action to resolve the issue. We will provide an update in this thread once we have more details from the team.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[Progfx]

Just checking on the status of this issue. Is the development team aware of, and working on this issue? It’s still the same problem, has not been resolved.

[DanS777]

So basic features in the Prime app have been broken for a number of people (myself included) since back in October. We've had zero information about whether the issue can be reproduced or if it is actually being looked at. Such incredibly poor customer service.

I live a few miles from Roku HQ. I'd bring my box into there if it would help fix the **bleep** issue!

[RokuTakashi]

Hi, @DanS777 

Thanks for posting here in the Roku Community.

We understand the glitch you've encountered with the Prime Video app, and we'd like to know specific details about the issue so we can investigate.

To help us better understand the issue, can you please provide the details below:

• What specific behavior of the issue does the Prime Video show?
• When did the issue start?
• Have you tried any troubleshooting steps in an attempt to resolve the issue?
• What specific Roku device are you having issues with?

With more details, our team can move forward with the necessary actions to resolve the issue.

Keep us posted.

Thanks,
The Roku Community Team.

[DanS777]

The problem I'm having with Prime is the one being discussed in this thread. The message posted by user catpaws31 on 12-03-2024 in this thread does an excellent job of describing the problem. I'm seeing the issue on both of my devices:

Model 4660X - Roku Ultra    Software version 14.1

Model 4630X - Roku Premiere+  Software version 14.1

[catpaws313]

Well, good luck, @DanS777. The issue has not been resolved for me, and it seems that all @RokuTakashi does is tell us that the issue is being investigated and ask for the same tech info from everyone who raises the issue. It's been at least three months since the first report of the issue by another user, and that tracks from when I noticed the issue.

The troubleshooting "advice" from Amazon Prime is useless because I had already done everything they instructed me to do before they replied to me. I gave them every piece of tech info they requested, and nothing has changed.

So, so frustrating!