Discussions

[RokuNimfa-C]

@AlanAnderson 

Thanks for the update. 

We'd like to look into this issue and help you get back to streaming. Can you provide with us the information below:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• What channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• 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)

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


Regards,
Nimfa

[AlanAnderson]

Model 3930mx

Serial  x00400642L4H

ID s01152142L4H

Sys 11.5.0 build 4312-AE

The Roku Channel

Version 8.0 build 72

Issue ID 4H-074-e69

[ZeroNull]

Why is there not been a true solution to this issue?

Restarting the router/modem does nothing. Factory resetting does nothing. Uninstalling Roku Channel, restarting, then reinstalling does nothing. Everything does not help playback for the Roku Channel. Every other channel works perfectly fine without any issues. Makes absolutely no sense how the Roku channel does not work on several Roku devices. I've spent thousands of dollars on Roku devices to find out if it's merely one device and it's not. A select few live TV channels within the Roku channel will play but that's it, not a single TV series or movie will play.

Seriously would like to understand why this has not been fixed.

[AlanAnderson]

Still no fix in 6 days. Should I be opening a service code with ROKU? Would that be of any help at all?

[RokuNimfa-C]

@AlanAnderson

Thanks for the information. 

Please be advised that we have already passed along your concerns to the appropriate Roku team to investigate further.

Your patience and understanding are greatly appreciated.


Regards,
Nimfa

[LCT]

same issue.  All other channels will load and stream program content. Roku channel does not, it merely tries, then resets to same screen . I have tried all the same stuff as BOB-no difference.

Since this is only on Roku channel I have not done a factory reset, but every thing else--reboot, software update check, removed and reinstalled roku channel, reboot, reboot, reboot.

Would not recommend stock in roku!

[RokuNimfa-C]

Hi @LCT, 

Thanks for reaching out here in Roku Community. 

We acknowledge the issue you are experiencing, and we would like to forward your information to our Roku team for further investigation. Kindly provide us with the following details:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• What channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• 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)
• GC build (this can be found by scrolling up within The Roku Channel and selecting About)

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


Regards,
Nimfa

[AlanAnderson]

12 days and counting. How patient should I (and others) be? 2 weeks? a month? half a year? 

[AlanAnderson]

3 weeks and still no answer to why I can't get Roku channel programs. I just tried again and it still faills the same way. 

Sending photos once again. Please figure this out and respond. 

[RokuMary-F]

Hi @AlanAnderson,

Thanks for following up with additional information.

We appreciate you for letting us know about the behavior you're seeing when streaming The Roku Channel, along with all the necessary details that we needed in order to investigate this issue further.

Rest assured that we have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

We apologize for the delay in the solution and ask that you bear with us as we manage this issue.


Best regards,
Mary