Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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Reginaldo817
Level 7

Shortcut button not launching a specific app

I just bought a Roku Express and it came with 4 shortcut channel buttons (Netflix, GloboPlay, HBO GO and Google Play) that I really like. The problem is that the GloboPlay button doesn't open the channel, when I press it goes to the main menu. The channel opens manually in the menu but with the shortcut button it doesn't work. The others shortcut button works fine.

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4 REPLIES 4\
RokuKariza-D
Roku Employee
Roku Employee

Re: Shortcut button not launching a specific app

Hi @Reginaldo817

Thanks for the post. 

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

Let us know if that works for you!


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Reginaldo817
Level 7

Re: Shortcut button not launching a specific app

Hi, thank you for the feedback.

I believe that you didn't understood me but I'll give more information:

My account region is fine (Brasil), I already use the channel Globo Play, I have a paid subscription that I use every day in Roku. If I click on the channel app directly on the menu it opens and I use it normally.

The problem is: When I try to open the channel with the Shortcut (quick) button on the remote control, the button with the Globo Play printed on it, the channel doesn't open, it doesn't show any message, it just opens the main menu.

This problem doesn't make me not use the channel, but I can't use the channel button on my remote control, it is very anoying.

I believe this problem occurs because the channel "Globo Play" that was only for Brazil, changed the name for "Globo Play International", and now the remote control "code" doesn't match with the new channel.

I think the solution is to make the new channel "GloboPlay International" works as the old channel, this way the remote control will match.

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Tivoburkee
Community Streaming Expert

Re: Shortcut button not launching a specific app

When previous channels changed names like Mgo to Fandango now, cbs AA to paramount+, or hbo now to hbo max it never made a difference in the remote quick access button. I did buy new roku remotes that came with new app keys that it took a month before the roku themselves knew of these commands and responded to them. That was back in 2013. See and wait it might take time for roku to be upgraded with new info. 

Edmund
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
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I am not a Roku employee.
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Reginaldo817
Level 7

Re: Shortcut button not launching a specific app

Yes, I agree with you and thanks you in advance. I have the HBO GO button that doesn't exist because it changed to HBO MAX, and when I push the button it recognizes and open the new HBO MAX Channel.

It might take some time for Roku to recognize this issue and change it like you suggested, but that's why I created this thread, to bring this issue to them and maybe rush it up.

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