Issue Tracking Board

[gjohnson]

Emman,

I apologize upfront that I am not very tech savvy . But here goes I have screen shots of Some of My ROKU streaming devices:

I hope you can open them without issues/ The last two attachment are out of order.  

The Old ROKU STICK works fine.

Here is what happens:

1)  I open the Paramount Plus  app

2) I select SHOWS

3) I select TRACKER ( tv show )  or ANY SHOW

4) I scroll down to get the list of episodes

5) I select one of them

6) I hit ENTER

7) The app just brings up the buffering circle and then it just circles.

Sometimes if you just select "WATCH" it will automatically start to play However that may not be the episode I want to watch.

It is also doing the same thing on my old ROKU TV.

I also set my ROKU EXPRESS 4K+ back to factory settings but there was no difference.

I cleared the CACHE and did a system reset but No difference.

I deleted the Paramount Plus app and added it back. No difference.

I even deleted all my devices from my Roku account and started from scratch by hooking each one back to my TV's one at a time. No Difference.

I hope this information is useful to you. If you need more data I will try to provide this to you.

Thank you for your interest.   

PS: I am having trouble figuring out how to post anything on the community board so I resorted to a reply to someone else post.

Sincerely,

Gloria Johnson

I send a reply from my email including attachments of my 
ROKU system info along with the paramount plus info but I do not not how to communicate with this Community. How to I attach pictures from my phone.  I only found this posting by dong a yahoo search via edge.  I have a lot of data but don't know how to relay it to you. I took pictures of my roku system

info and paramount info. It has all the device, Roku Model#'s, serial#'s, IP address, Mac Address software build etc.

[Godspeed731]

I keep seeing this. I can tell you that its roku and the paramount plus application no matter what type, etc. 

[Skyziz]

I have uninstalled and reinstalled the Paramount Plus app on my Roku TV. It still will not play any of the shows. It will show previews and available content but the blue circle just shows noon stop when I select an episode of anything. 

[RokuEmmanuel-D]

Hi, @Godspeed731.

Thanks for posting here in the Roku Community, @Godspeed731!

We are truly grateful that you have reported this issue to us about the issue you're experiencing with the Paramount Plus app. 

If you're having trouble uploading those images containing all the needed information for the investigation process, here's how to upload them:

To insert an image in a post:

1. Start a new post.
2. Click Insert Image.
3. Choose an image source location.
4. Follow the on-screen instructions

We hope this helps. We're looking forward to your information so we can start adding you to the review process. 

All the best,
Emman

[gjohnson]

Model : 9102R - Roku Streambar
serial number : YL00GA505616
Software Version: 13.1.4 * Build 1512-95
Device ID: 2A127G505616
Network name: gcj000
Ip Address 192.168.4.21
Wireless MAC Address: 84:EA:ED:EA:95:E8

Paramount Plus
APP Version : 9.3.20241107
Device Id: a171aaab-494c-5e74-b372-028df6a914ac
IP Address: 47.143.193.159

ROKU EXPRESS
Model: 3941X2 - Roku Express 4K+
serial number: X02200AJW1EH
Software Version : 14.0
Device ID : S0HAK38JW1EH
Network Name : gcj000
IP Address: 192.168.4.33
WIRELESS MAC Address : D4:E2:2F:D1:64:51

PARAMOUNT PLUS
APP Version : 9.3.20241107
Device Id: a171aaab-494c-5e74-b372-028df6a914ac
IP Address: 47.143.193.159

[RokuEmmanuel-D]

Thanks for sharing this here in the Roku Community, @gjohnson!

We understand that you're experiencing issues streaming the Paramount Plus app on your Roku devices, and we truly appreciate for going the extra mile to supply all the information to foster the investigation. 

In addition, could you also specify what is the exact behavior that you're encountering with the app? A photo or a short video can be helpful in this thorough review. Also, a Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

In the meantime, all the information you provided will be passed along to the relevant team for a closer look. 

Please keep us posted. 

Regards,
Emman

[MattInFlorida]

I am having the same pro lem. It will play on my smart TV and my phone just fine. And all other apps work. I called them and they said it is a known issue. It's very frustrating.

[tylerringo]

I am having the exact same issue. Whenever I select a show or move I get a black screen with a blue spinning circle. Like it’s “loading”. 

All other apps are working just fine and my internet speeds are +500mbps 

[tylerringo]

I am having the exact same issue. Just a black spinning circle. It is extremely aggravating. 

[RokuEmmanuel-D]

Thanks for reaching out here in the Roku Community, @tylerringo!

Thank you so much for reaching out to us about the issue you're having with Paramount Plus! We’d love to help you out.

Could you please share the information we requested earlier in this thread? This will allow us to pass it along to the right team for further assistance. We appreciate your patience and understanding while we work to resolve the matter. 

Please keep us posted. 

Regards,
Emman