Discussions

[Krissybabe73]

When I launch Roku Channel and choose a movie, the Movie synopsis screen comes up, I then click play and the movie synopsis screen just refreshes instead of playing movie.  I also have a Roku/Screambox & Roku/Sudder subscriptions and the exact same thing is occurring with those channels. This happens for EVERY movie on Roku. So at this point NOTHING will play. My paid subscriptions that aren't Roku channels all work fine, Max, discovery, Paramount etc. 

I have tried lots of troubleshooting options. Restarted the device among many others, I can't remove the cannel and reinstall as it's the Roku channel itself with the issue and there is no option to do that on the device or via online.

Roku device 3941X - Roku Express 4K+

[RokuArjiemar]

Hello! @Krissybabe73,

Welcome! It's always great to see new faces around here in the Roku Community!

Thanks for bringing this issue to our attention. We can look into this for you.

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.

Thanks,

Arjiemar

[Krissybabe73]

Thank you, just an FYI it's also happening on my 2nd Roku device which is model: 3941X2 - Roku Express 4K+

I look forward to hearing from you soon.

Thanks

Kristin 

[RokuArjiemar]

@Krissybabe73 ,

Thanks for the post,

We would be more than happy to investigate further, but we will need further details. Can you please provide us with the following information?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Does this issue occur on a specific channel? if so, what channel and what version or build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)?

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,

Arjiemar

[Krissybabe73]

Hi there I have 2x devices in my home and I'm experiencing the same issue with both of the devices. The issue only seems to occur with the official Roku based Channels. All other channels work fine (e.g. Discovery, paramount plus, Max). 

Below I'll answer twice, once for each device. 

DEVICE 1

Device model: 3941X - Roku Express 4K+

Serial number: X01600T1G5DV

Software version: 12.5.0 - build 4178-CR

Device ID: S07P4261G5DV

Issue with Roku channel: version 9.3 - build 10

Issue with Roku/Shudder channel: version 9.3 - build 10

Issue with Roku/Screambox channel: version 9.3 - build 10

DEVICE 2

Device model: 3941X2 - Roku Express 4K+

Serial number: X022006P1SNG

Software version: 12.5.0 - build 4178-E4

Device ID: S0HAK2CP1SNG

Issue with Roku channel: version 9.3 - build 10

Issue with Roku/Shudder channel: version 9.3 - build 10

Issue with Roku/Screambox channel: version 9.3 - build 10 

[RokuArjiemar]

Hello! @Krissybabe73,

Thanks for the post,

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.

Regards,

Arjiemar

[Krissybabe73]

Hey there, any updates on this issue?

I'm currently paying for services I can't use and it's frustrating.

Kristin 

[RokuTakashi]

Hi @Krissybabe73,

Thanks for following up.

We'll provide an update with the appropriate Roku team regarding this. Further follow-up information will be provided once we hear back from them.

We hope for your patience and understanding regarding this matter.

All the best,
Kash

[Krissybabe73]

Hi there 

It's been almost another week of me paying for subscriptions that I can't use. This issue is extremely frustrating as I can't watch anything on the official Roku Channel on either device or any of my paid subscriptions to Roku based channels.

How's much longer till I get a fix for this issue. 

[Krissybabe73]

@RokuTakashi @RokuArjiemar

Help! I'm still waiting for help with this issue. I still can't play movies or TV on the ROKU channel. This issue is very frustrating.

Why am I waiting so long for assistance with this issue. I keep getting told the tech team will be in contact but so far no one has. How long am I expected to wait (and pay for) a service I can't use. 

Very disappointed customer 

Kristin