Channels & viewing

[CharlieJade]

First line thumbnails clear2nd & 3rd lines blurry

For the past few weeks, the thumbnails on the Tagesschau channel (2nd & 3rd lines) are blurry. Is anyone else having this problem? I sent a problem report to Technical Support at Tagesschau but they said they don't support the channel and I should contact someone else. But who supports it?

[StreamerUser]

@CharlieJade 

They most definitely support it:

According to the DE (German) Channelstore page and the app itself (Press Options (*) in the app menu) its "ARD-Aktuell" (the US/English Channelstore page doesn't properly open the details), and a Hamburg address/contact is stated.

Try these:

https://www.tagesschau.de/kontakt

https://www.tagesschau.de/kontakt-formular-tagesschau-100.html

[CharlieJade]

@StreamerUser 

Thanks for your reply. The second link you provided is the one I used when I reported the problem over 3 weeks ago. The reply came a few days ago saying "danke für Ihre E-Mail. Dies ist die Adresse des Supports für die tagesschau-App & Website. Sie täten uns einen Gefallen, wenn Sie sich hiermit an den zuständigen Support der Roku-App wenden könnten". Translation: "This is support only for the App and Website. You'd do us a favor if you'd turn to the appropriate support for the Roku-App".

Very frustrating considering I'd been helped in the past by contacting Tagesschau technical support through the same online link. It would have been nice if their email reply had included a link for whatever they think is Roku-App support.

It would also be nice if Roku kept a contact list for all the channels that are in the Roku Channel Store.

I'd really like to know if anyone else has this problem before I spend a lot more time on it.

[AvsGunnar]

@CharlieJade 

The blurry images have not been reported before, but another thread I remember is here. (unrelated issue but has the same emails posted as referenced by @StreamerUser in which users were responded to).

https://community.roku.com/t5/Channels-viewing/The-Tagesschau-channel-will-not-open/td-p/871764

Also includes an email for webmaster@tagesschau.de

Edited to add... For what its worth, I just installed on my 4660 and am seeing the same blurry images you show in the screenshot.  Everything plays fine content-wise , just blurred thumbnails starting with the second row.

[CharlieJade]

@AvsGunnar 

Thanks for reproducing the problem! I'll try the sending something to the webmaster next. Maybe he/she will know who in their organization supports the channel.

Maybe no one else has reported the problem because, as you say, the content plays without any problem. But it would be nice to be able to see the thumbnails.

[StreamerUser]

@CharlieJade 

FTR I can also confirm the blurry images for the Tageschau app on any/every RokuOS device (because this is an app/server-side content management issue).

Unfortunately you'll just have to chase their support folks around until you get someone who will be accountable for the app/content...

[CharlieJade]

@StreamerUser

@AvsGunnar 

The reply I got from webmaster.tagesschau@tagesschau.de is not encouraging. I had sent them the blurry pictures along with a link to the Roku Channel Store showing their app. I asked who supported the channel/app. The maddening response was to direct me to Roku support: https://support.roku.com/contactus/sign-in

Since the Tagesschau channel was developed for Roku by ARD-aktuell (according to the DE (German) Channelstore page), I've been looking for Roku-related links on ard.de. Here's a link on the ARD help page relating to watching tagesschau content on the Roku:

ARD Mediathek mit Roku: Die App der ARD Mediathek steht als Channel für Roku auf dem Marktplatz des Herstellers zur Verfügung.

Roughly translated: the ARD media content viewing app is available via the Channel for Roku, found in the Roku channel store.

Once again, nothing about how to get support. I'll next try webmaster@ard.de, but I'm not hopeful.

It's quite maddening. Roku should make it a condition of the Channel Store that every channel must include a support site or support email.

Rant over.  😉

[CharlieJade]

@StreamerUser 

@AvsGunnar 

We may be getting closer to a solution! My fourth request to fix the problem finally made its way to someone who has a clue! And yes, I did beg and grovel 😉

Here's the reply I received today:

Sehr geehrter User, vielen Dank für Ihre erneute Nachfrage. Zudem bitten wir um Entschuldigung für die vorangegangene E-Mail. Dabei handelte es sich um ein Missverständnis. Wir konnten den Fehler reproduzieren und kümmern uns darum.

Rough translation:

Esteemed User, Thanks for asking yet again. We apologize for the previous email, which was based on our misunderstanding of the situation. We have been able to reproduce the problem and will be working on it.

--------------

Time will tell whether the problem really gets fixed, but at least tech support at ARD/tagesschau now acknowledges that there is a problem that falls within their area of responsibility.

[AvsGunnar]

@CharlieJade 

Good deal.  The old adage of the squeaky wheel and grease holds true again. 👍

[CharlieJade]

@AvsGunnar 

The problem has been fixed! That was quick and didn't even require a channel update.