Channels & viewing

[Living123]

I am having the same issue.

TV show called The 10th Kingdom episode 3 skips around frequently.

It’s difficult to watch and determine if I’ve missed key plot points. I’m disappointed. I am very much interested in this story.

[RokuKariza-D]

Hey @Living123

Thanks for bringing this to our attention.

Are you accessing the show through The Roku Channel? Have you tried checking other episodes or series within the same channel if the same problem will occur?

Please let us know. We'd like to know more about how we can help.

All the best,
Kariza

[Iffix]

The same issue is still happening. It seems to be localized to this episode.

[RokuMary-F]

Hi @Iffix,

Welcome to the Roku Community!

We'd like to gather more information about the issue you're running into.

What channel are you trying to load this content from? Does this happen on all movies/shows or just specific titles? Can you please provide the specific episodes? In addition, can you please specify the exact steps you are taking to reproduce this issue?

With more information, we will be able to assist you further.
 

Best regards,
Mary

[Yarngirl52]

We are having the same problem streaming this miniseries via Roku Channel. Skipping ahead and then backward starts in EP. 3. That might be the only one; we checked the last 2 and they are fine. Other movies and shows on Roku are fine.

We tried resetting the router and device, but no luck there. We have done nothing to reproduce the problem other than to try again, which didn't help.

[RokuDanny-R]

@Yarngirl52

Thanks for the post.

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

Can you please provide us 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 be selecting the channel on the Home screen and pressing the * button)
-what title, season and episode do you see this issue occur on
-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 and provide us with this ID)
-steps to reproduce the issue you are seeing 

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

Thanks,
Danny

[Yarngirl52]

I will answer as many of your questions as is convenient for me.

1. Roku 3810X Streaming Stick +

2. Serial number: YHOO28223626

3. SOFTWARE: 11.0.0 build 4913-50

4. Device ID: 2159D2223626

5.We accessed the program via Roku Channel version 6.0.15, GC 7.4.79; software version 11.0.0 419-50

5. The 10th Kingdom episode 3 about halfway through. I couldn't get the tracker ID, but it will be easy to find. This is the only episode affected; the rest are fine.

Looking forward to the solution.

[RokuNimfa-C]

Thanks for the reply, @Yarngirl52!

We appreciate the information provided. Could you also provide us the Tracker ID or timestamp in the episode of when the skipping occurs?

Keep us posted with the details.


Regards,
Nimfa

[Yarngirl52]

---

@RokuNimfa-C wrote:

Thanks for the reply, @Yarngirl52!

We appreciate the information provided. Could you also provide us the Tracker ID or timestamp in the episode of when the skipping occurs?

Keep us posted with the details.


Regards,
Nimfa

---

Sorry, @RokuNimfa-C, I was not able to get the timestamp or the tracker ID. However, it should be easy to find. If you start at halfway, and watch it through the skipping should be obvious. If you can't investigate the problem without it, then I'm out of luck.

[RokuNimfa-C]

@Yarngirl52

Thank for the update. 

We're sorry to hear of the troubles. We are having an issue trying to reproduce the issue, can you please check and provide us the time during the episode when the issue occurs during playback?

Once we have this information, we will be able to investigate further.

Regards,
Nimfa