Channels & viewing

[cncottle]

For the past few weeks the roku channel has not been working. No matter what show or movie I select it just flashes and then nothing. I have uninstalled the channel. Checked for system upgrades and restarted the roku. I have gone thru these steps on two seperate occasions several days apart. All other channels and content work fine.

[makaiguy]

@cncottle-

After removing a channel, best practice is to clear the Roku's memory by restarting it  BEFORE reinstalling the channel.   Did you do this?  Without the restart you may not get a clean reinstall. 

Restart via Settings > System > System restart (for Roku TVs: Settings > System > Power > System restart) ... or just unplug from its power source for a few seconds then plug back in.

[Tricia65]

This exact same thing is the issue I am having now. Roku, AMC, STARZ....NONE are working for me. I click on a movie to watch and the screen flashes but will not load anything. I have done everything in my power to resolve this issue but still NOTHING. How can I contact customer service about this? What can I do???

[RokuIrene-S]

Hi @cncottle @Tricia65

Thanks for the post.

We would be more than happy to look further into this issue for you.

Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
• steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

All the best,
Irene

[cncottle]

Irene, where do I send all of that information. Is there an email address?

[RokuDanny-R]

@cncottle

Thanks for the post.

When removing a channel, please make sure to restart your Roku device before adding the channel back, specifically in that order.

In the meantime, we have passed along your information to the appropriate Roku team to investigate further.

Thanks,
Danny