Channels & viewing

[JD144]

After a recent Roku update Pureflix channel no longer stays logged in on any of my roku devices.  when I select the channel it wants to default to my Roku e-mail address for log in rather than the log in used for Pureflix.  It previously stayed logged in until December 2021 when this issue started.  I can change to use a different e-mail and then log in successfully but it is a pain that it no longer remembers or defaults to the correct log in.  Any suggestions for changing the default?  I have tried deleting and reinstalling the channel with no success and it is not just one of my roku players  it is doing it on both of them.   

[atc98092 · Accepted solution]

Unfortunately, this is something that can only be resolved by the channel provider. This appears to be their customer support site. 

[JD144]

Thankyou the Pureflix site did state that it was a known problem

[FredBMass]

PureFlix had me disconnect, delete, reload, stand on my head etc and it still doesn't stay logged in.

[JD144]

Yes I tried deleting and reinstalling the Pureflix channel also with no effect.  I have two Roku devices and they both have the problem.   Every time we start up that channel it defaults to wanting to use my roku log in and I have to change it to manually enter the Pureflix log in which is very tedious.  The fact that it came up with the Roku log in and wanted to use it was what made me think it was a Roku update that caused the problem.

[atc98092]

Since you have multiple devices, the removal steps are a bit more involved. After removing it from one Roku, you must reboot it. Then you need to go to the second Roku, ensure it's been removed, and then reboot that Roku as well. Now you can reinstall the channel and try your credentials again. Roku devices must be restarted after removing a channel, and when it's on more than one device they all must be rebooted. 

[JD144 · Accepted solution]

Hey thanks Dan, when I get a chance I will try those steps you suggested. I definitely did not reboot the one roku that I deleted the channel on or check the second roku on the other TV any time during the process. 

[FredBMass]

Yes power on power off plug in plug off delete add stand on head shuffle to the left and it still does not work.

[FredBMass]

I tried.  Didn't work.

[RokuMary-F · Accepted solution]

Hi @FredBMass,

Thanks for the update.

If removing the channel and adding it back after you've restarted the device does not resolve the channel issue, I'd recommend reaching out to the channel support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on that channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.

You can reach Pureflix support here: support@pureflix.com 

We appreciate your patience with this matter!

Best regards,
Mary