Solving playback issues

[Zoe3]

I have reset my device and everything and everytime I go to watch live tv it’s just a black screen. I have a brand new tv also.

[RokuArjiemar]

Hello! @Zoe3,

We're sending you a warm welcome from the Roku Community!

Thank you for reaching out to us. We're pleased to assist.

We open our streaming TV platform to the greatest amount of content possible to captivate a wide range of global viewers. While we do not manage publisher content, including live content, it must adhere to our guidelines and channel criteria.

Please be advised to contact the channel provider directly for further assistance.

Thanks,

Arjiemar

[tvmaster]

I think the poster was saying that NO live channels are working?  

Your answer didn't clear anything up at all.  I too am having the same problem - noting appears on any of the live channels save for a blank screen under the show description, just like the photo.

Provider content has nothing to do with this.  Is it a problem with geo-ip bugs?

[RokuJohnB]

Hi @tvmaster,

Thank you for keeping us posted here in the Roku Community!

We understand that you're experiencing issues with Live TV. We would be pleased to help you further. Could you kindly supply the details below so that we can look into this issue you're having more thoroughly?

• Where are you currently located right now?
• Are you using a VPN?
• When did the issue start?
• What troubleshooting steps have you taken so far?
• Could you send us a photo of your running problem?

With detailed information, we will be able to assist you further.

Many thanks,

John

[tvmaster]

1 Toronto

2 Most of the time - security issues

3 Since I removed and reinstalled unit on my account

4 Removed and reinstalled app, restarted unit

5 Photo is exactly the same as original poster.

[RokuJohnB]

Hi @tvmaster,

Thank you for the additional information!

We appreciate your cooperation regarding this issue that you're having with Live TV. Please be advised that VPNs may result in some content not playing at all or playing with playback difficulties due to geolocation limitations on the content. Make sure your Roku device is not connected to the VPN network in order to fix this.

We hope this helps, and please keep us posted if you need anything else.

Kind regards,

John

[tvmaster]

Hello.

Why on Earth would CBC Explore NOT play on the unit, live, in Canada, while connected to a CANADIAN VPN IP?  It's all Canadian!

It appears Roku has done something else to the software, or your servers, that isn't being either fixed or honestly represented to your paying clients.

If VPN use is a problem for Roku, it should say so on the boxes.  With foreign hackers, bank fraud, identity theft, VPN's are so commonly used in today's Internet relations that I'm a little confused Roku would not take that into account.

Are you certain that a fix isn't on the horizon?  CBC Explore - in Canada - via Canadian IP's - I don't see why that's a problem....