Solving playback issues

[MacInOhio]

Recently, I had to factory reset the Roku Ultra to solve an issue with the Hulu app.  Factory reset solved the Hulu issue, but since then the Acorn app will not load content until I restart the Roku Ultra.  When I try to select an Acorn show to watch, the app stalls at "loading."  If I restart the Roku, then Acorn loads the content properly.  But the next day, Acorn will not load content again until I restart the Ultra again.  Before the factory reset, the Acorn app worked perfectly.  All other apps work perfectly: Netflix, Prime, Plex, BritBox, Paramount, Kanopy, etc. 

These are the things I've tried to resolve this issue:

(1) Unplug the Ultra, wait, plug it back in.

(2) Sign out of the Acorn app and sign back in

(3) Uninstall the Acorn app and reinstall it

(4) Factory Reset (again)

Please provide a means to watch Acorn content without having to restart the Roku Ultra every time.

Roku device model 4802X - Roku Ultra

Serial number X010007RVTMJ

Device ID SODA23ARVTMJ

OS version 14.0

[RokuEmmanuel-D]

Hi, @MacInOhio.

Thanks for being part of the Roku Community!

We understand how inconvenient this must be for you, and we'd like to be able to assist you get back up and running. 

Could you let us know about...

• Are there any error messages you're seeing on the screen when trying to stream the app?
• Do you have other Roku devices that are also experiencing the same issue with the app? If yes, what is the channel build version of the app on the affected devices? (To see this, highlight the app from the Home Screen and press the Star * Button).

In the meantime, if this is the only app experiencing the behavior, you may need to contact the Acorn support team for further assistance. The channel team manages, maintains, and regulates most apps inside the Roku platform, and this app is one of them. 

To make sure that there are no steps left undone, you may visit this support article: Issues playing content on your Roku device.

We are hoping that everything will be sorted out for you soon. 

Best of luck,
Emman

[MacInOhio]

Could you let us know about...

• Are there any error messages you're seeing on the screen when trying to stream the app?

No error messages.  Just the word "Loading" until I reset the Roku Ultra.

• Do you have other Roku devices that are also experiencing the same issue with the app?

My other Roku Ultra has no issues.  Content streams from the Acorn app exactly like it is supposed  to.

[MacInOhio]

I binned the Roku Ultra.  Maybe I'll have better luck with a different streaming device.

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @MacInOhio!

We love streaming as much as you do, and we understand how frustrating this issue can be. 

To help us investigate further and so the Roku engineering team could look closely into this, could you provide the following information below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• 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)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Please get back to us soon. 

Best,
Emman