Please stop asking customers for their Roku device details. You will not find the solution there.
This issue has affected The Nevers on the WB TV Watchlist (channel 295) ever since it began streaming on the Roku Channel last year. It does not matter which Roku device the customer has, because this issue can also be observed on the Roku Channel website (therokuchannel.roku.com). It is still happening as of February 3, 2024 at 10:48PM Central Time when channel 295 once again played The Nevers Episode 8 "I Don't Know Enough About You" when The Nevers Episode 9 "Fever" was scheduled to be on.
To reproduce this issue, simply watch the WB TV Watchlist (channel 295) on the Roku Channel (using any device, app or browser) whenever The Nevers Episode 9 "Fever" is scheduled to play. If the first scene shows a glowing orb embedded in the ceiling of a cave, then you are actually watching The Nevers Episode 8 "I Don't Know Enough About You". I guarantee that this will happen every time.
Now I will tell your team of engineers how to fix this issue.
The WB TV Watchlist (channel 295) is simply streaming the wrong video file. There are two possibilities. Either the video file that is supposed to contain Episode 9 is a duplicate of Episode 8, or the playlist that tells the streaming software which video file to play contains erroneous entries that play Episode 8 whenever Episode 9 is supposed to on. Either way, Episode 8 always plays when Episode 9 is supposed to be on, according to the program guide.
Somewhere on the Roku Channel's streaming servers is a folder containing the video files for The Nevers. Have an engineer test play the video file that is supposed to contain Episode 9. If the first scene shows a glowing orb embedded in the ceiling of a cave, then that video file actually contains Episode 8. If this is the case, simply replace the incorrect video file with the correct one for Episode 9. If, on the other hand, the first scene shows servants loading luggage onto a carriage in front of a mansion, then the video file in question actually does contain Episode 9. In this case, examine the playlist for erroneous entries that play Episode 8 whenever Episode 9 is scheduled to be on.
Problem solved. You're welcome.
