Issue Tracking Board

[JimmyO]

No response by Roku to the BBB complaint I filed in July:

Dear Jim xxxxxx:

This message is in regard to your complaint submitted on 7/16/2023 against Roku, Inc.. Your complaint was assigned ID 20328809.

Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.

At least Comcast provided an update that they are working diligently with Roku on this matter.  Nice support Roku.  BTW, Roku has a horrendous BBB rating.

JimmyO

[JimmyD2]

I haven't had this problem for a few days and there haven't been posts here for a while. Is this a sign that the problem is finally fixed?

[mzblues1]

You may be correct as I haven't been having the issue lately myself.

Of cause it would have been nice if a Roku representative had taken it upon themselves to post that the "issue is resolved", "close to being resolved", "still working out some final kinks", etc. on their own...

[adpwl1]

I don't want to jinx anything, but there was a big "Aligning Solar Panels", "Tuning Hyperdrive".... update this past weekend.  Maybe there was a secret update in that package.

[shel48]

No fix on mine.  After reading the messages about a possible fix, I switched back from my Firestick to the Roku to check it out.  The Roku worked for a while... then went back to it's out of synch state.  Just like before.   Hate to burst the bubble!

[jjain]

This issue should be fixed now. 

[ricbertsch]

Has there been an system or Xfinity app update? I still show 12..0.0 And Xfinity Stream Version 6.13

[jjain]

We had a specific fix gone out for this issue. Don't need a system update for that.

[RokuAustin]

Hi all, 

We believe this issue has now been resolved. 🎉

Thanks for your ongoing patience. There is a chance that this issue is not resolved for everyone, but, we're going to go ahead and close this thread now to keep the responses accurate. 

If you are still experiencing this issue, check for a system update, and try again. Still seeing an issue? Go ahead and start a new thread, and shoot me a PM.

We're going to go ahead and mark this post as solved. Thanks for reporting this!

Roku Community Team