Channels & viewing

[Yesey]

Already did that they do t know either, but once again it’s just on Roku it doesn’t work, the app works fine on my phone

[RokuCarly]

Hi, @Yesey.

Thanks for keeping us posted. Please be informed that the Univision Now app's team is also the one who provides, maintains, and updates their app on the Roku streaming platform independently. It's good to know you've already coordinated this with their team directly.

We hope this will be sorted out soon. 

Regards,
Carly

[Yesey]

This only seems to be on my account through Roku though, the app works fine on my phone and on my sisters tv, she has Roku too and it works for her just not mine.

[RokuCarly]

Hi, @Yesey.

Thanks for clarifying. In this case, we'll review this further. 

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly

[rtc67]

Same problem for months on Roku Ultra (two devices), Roku TV is fine.

Issue is persistent on Ethernet or Wireless connection.

Model: 4800RW Roku Ultra (Both)

Serial Number: Irrelevant

Software version: 14.0.4, Build 12221 (Both)

Device ID: (1) S02C213F9XA7 (2) SO2C213TMHXD

Unvision Now App version: 3.8 build 3 (Both)

To date, all steps taken to resolve the issue have not worked!

1. Roku System Update (many times) = no change (Both)

2. Univision Now App Update (many times) = no change (Both)

3. Univision Now App Remove and Re-Install (several times) = no change (Both)

4. Roku Power Off Reset + 10 seconds (several times) = no change (Both)

5. Roku Reset, Home (x5), up (x1), left (x2), right (x2), (several times) = no change (Both)

6. Roku Factory Reset, through menu (several times) = no change (Both)

7. Roku Factory Reset, device button (several times) = no change (Both)

8. Connected Both directly to Cable Modem (unrestricted) = no change (Both)

9. Took them both to my neighbors house and direct connected via Ethernet to Cable Modem (unrestricted) and repeated steps 1 through 8 = no change (Both)

Hopefully the provided information helps find a working solution for the community.

UPDATE: A request has been submitted to the Univision Now support team (support@univision.com) and I have received a case number, available upon request.

[RokuCarly]

HI, @rtc67.

Greetings from the Roku Community!

Thank you for sharing these details with us! We really appreciate it. We’ll pass this along to our team so they can take a closer look at your Roku Ultra.

In addition, it would be a great help for our investigation if you could provide us with a Tracker ID (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 let you know when updates are available. Once again, we appreciate your understanding as we work on this.

Best regards,
Carly

[rtc67]

Data from Tracker ID:

(1) A7-427-756

(2) XD-427-757

[RokuCarly]

Hi, @rtc67.

Thank you so much. We'll keep you updated.

Regards,
Carly

[Chiapas24]

I have the same issue since 2 month ago and my software is updated and the issue continues 

[RokuCarly]

Welcome to the Roku Community, @Chiapas24!

Thanks for letting us know about this. Rest assured that the team is working closely to help determine the cause and find you the best resolution possible.

We'd like to include your affected Roku device in the process of investigation and it would be appreciated if you could provide us with the following necessary details:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly