Channels & viewing

[JennBucky93]

Hello, I have a roku express and I paid for Univision Now for my parents and they used to be able to watch it just fine. Suddenly a few months ago, when we try to open the app, it goes black and then back to the home screen. Its the only app that does that, all my other ones like Prime, Disney+, MAX all work fine, its just the Univision Now app. I already reset, restarted, uninstalled, reinstalled and did all the other troubleshooting advice on these community forums. I even went and bought a new Roku Express and same issue. I can use Univision Now just fine on my TLC Roku TV and Philips Roku TV so I’m curious if its something new where its no longer supported on Roku express? Any info is greatly appreciated! 

[RokuTakashi · Accepted solution]

Hi, @JennBucky93 

Thanks for posting, and welcome to the Roku Community.

We understand the issue you have experienced with your Roku device which does not access the Univision channel properly, while your other Roku TVs are able to open the app flawlessly, and we're here to assist. We recommend updating your Roku Express to the latest software update. To do this, navigate to Settings > System > Software Update > Check Now. 

For more information, you can visit this support article on How to update the software on your Roku streaming device

Let us know what you find out, and we'll assist you further.

Best wishes,
Kash

[JennBucky93]

I have tried all of this, reset, uninstall, reinstall, software update, even bought a new Roku...it still doesn't work. I don't currently have a subscription because I cancelled it when I stopped being able to access it. 

[RokuCarly]

Hi Community users!

Greetings from the Roku Community.

We appreciate you reporting the accessibility issues you're encountering within the Univision Now app on your Roku and would like to help you contact the right support. 

Since this is an isolated case within this specific app, we highly recommend coordinating this with the service provider as they manage and maintain their app on the Roku streaming platform independently. They will be able to help you find the best resolution and further clarify the issue currently happening on their app.

You may reach them here: Univision Now Support

We hope you find this information helpful.

Best regards,
Carly

[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