Channels & viewing

[mrjimmy2000]

This is happening with The Mentalist also. All was fine yesterday (8/21) but today (8/22) it's a bit of a mess. I've tried several season 6 episodes, and they all play season 7 episodes instead.

[RokuTakashi]

Hi @mrjimmy2000,

Greetings and welcome to the Roku Community!

Thanks for sharing this information with us and letting us know about your concern. We would be more than glad to assist, and we'll need information from your end. Could you please provide us with the following details below so we can work into the issue?

• Who is their ISP (internet service provider)?
• Where are you located?
• What is their IP address (from http://whatismyip.com)?
• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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).

We'll appreciate your response regarding this.

All the best,
Kash

[Ktsoley]

I noticed the same thing with season 6 of the mentalist.

[LBelle]

Episodes start getting mixed up Season 4 Episode 20/21. Jumps to a future episode. Title/description and picture do not match the episode that plays. 

[genusCastor]

I’m responding because we see the same issue (episodes out of order and/or not accessible) for The Mentalist, in season six it goes from episode 6 to 11, and season 6 video links play season 7 episodes.

Q: Who is their ISP (internet service provider)? A: Verizon Home Internet
Q: Where are you located? A: Greater Houston area
Q: What is their IP address (from http://whatismyip.com)? A: whatismyip.com does not detect IP addresses on browser on TV with Roku attached. The Verizon router (that services the home network) IP address is 97.150.55.169
Q: Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) A: model 3810X - Roku Streaming Stick+; serial YH00DD364691; ID 21311D364691; SW version 12.0.0 build 4184-50; GC version 9.5.513
Q: 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). A: 91-337-150

Thanks.

[MW3]

Ours is doing the same thing. It worked to play Season 6, Episode 1 over the weekend, but starting yesterday, episode 1 now plays as a one from a previous season and Episode 2 onward plays misc. episodes from Season 7. We'd love to know how to fix this issue. Left off at a very dramatic plot point! 🙂 

[RokuJohnB]

Hi @Ktsoley @LBelle,

Thanks for keeping us posted!

We would be more than happy to look further into this issue, but we will need more details. Can you please provide to us with the following information that @RokuTakashi has provided above?

Once we have those details, we will be able to pass them along to our appropriate Roku team for further investigation

Thanks,

John

[genusCastor]

"Can you please provide to us with the following information that @RokuTakashi has provided above?"

Did my post (with that info) help? Any update?

Thanks.

[LBelle]

Here is the info requested:

Q: Who is their ISP (internet service provider)? A: Century Link
Q: Where are you located? A: Colorado Springs, CO
Q: What is their IP address (from http://whatismyip.com)? A: 192.168.0.23

Q: Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) A: TCL Roku TV, TCL Model 50S421, ser no. YN004A079926, device ID NMC954079926, software version 12.0.0 build 4182-30
Q: 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). A: Can’t find this.  Is there a different way to get this on the Roku TV?

Thanks, LBelle

[RokuJohnB]

Hi @genusCastor @LBelle,

We appreciate you keeping us informed!

Please be aware that we have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this community thread.

We appreciate your patience and understanding in the meantime.

Best regards,
John