Discussions

[edroksense]

@Cari_B 

Are you playing  a VOD that is series of episodes and when you click on "watch now" it go back to the home screen?

let me know how did you do it.

[GemmaWigley]

Hi, I am still unable to watch anything on the Roku channel and no one has got back to me. I bought this is July and still cannot use it!! Please help.

@RokuJohnB 

[GemmaWigley]

@Cari_B  Did you ever resolve your issue? I haven’t!

[RokuERey]

Hi @GemmaWigley,

We regret to hear about this issue you're experiencing, and we appreciate you getting in touch and for making your first post here in the Roku Community.

We'd be more than happy to take a closer look at this. Could you please provide us with the details below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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).
• Who is your ISP?
• IP (from whatismyip.com)
• Does this issue still occur even after using a mobile hotspot or any alternative network?

Once we have this information available, we'll be able to forward it along to the concerned team.

We'll look forward to hearing back from you.

Regards,

Rey

[GemmaWigley]

@RokuERey 

Thank you for your reply.

This is the system information-

Model 3940EU - Roku Express 4K

Serial number - X01600N3ASCC

Device ID - S07U5153ASCC

Software version - 12.0.0 • build 4184-CR

ISP - Virgin Media

IP - 81.104.167.215

I have not used a hotspot or other provider.

Tracker ID

Model: 3940EU - Roku Express 4K

Serial number: X01600N3ASCC (SO7U5153ASCC)

Software version: 12.0.0 • build 4184-CR

GC version: 10.0.527

Timestamp: 2023-09-18T19:13:32Z

Please use issue ID CC-375-553 to report the current

Really hope you can help with this so that we can start using the device.

Thanks,

Gemma

[RokuERey]

@GemmaWigley,

Thanks for the prompt response!

We really do appreciate the detailed information about this. We'll take it from here, and we'll relay this information to the appropriate Roku team for further investigation.

We'll make sure to update this thread or mention you once information becomes available. In the meantime, it seems like you haven't tried connecting it to a mobile hotspot. Let's see if that works for you, and let us know how things turn out.

Regards,

Rey

[GemmaWigley]

@RokuERey 

Hi, it’s been 3 weeks now and no one has got back to me to resolve this issue and I STILL cannot use the device!

I tried with a mobile hotspot and it makes no difference at all.

PLEASE can you help me to get it working????

[GemmaWigley]

@RokuERey

Any news?? Still not heard anything to resolve my issue? Is there anymore information you need or any advice??? Surely it shouldn’t be this difficult to use???

[RokuERey]

Hi @GemmaWigley,

We really do apologize for the delay in our solutions to this. We'd like to know if you can at least connect to a mobile hotspot and then try reaccessing the app to see if there are any differences.

We also provided an update to the appropriate Roku team about this. We'll get back to you.

Thanks for your understanding.

Regards,

Rey

[GemmaWigley]

@RokuERey 

We have tried using a mobile hotspot and it has made no difference.

Hopefully this can be sorted soon.

Thanks,

Gemma