Solving playback issues

[Mbenji]

Cineplexstore app will not advance beyond the startup page, just sits there frozen. Would doing a complete Roku reset solve this? I've checked for system updates.

[renojim]

First, try removing the app, restart your Roku device (don't skip this step) and then add the app again.

Are you in Canada and did you create your Roku account there?

[Mbenji]

I've tried to find a way to delete the app unsuccessfully. My device is an Amazon TCL Roku TV. I've searched the menus attempting to find a way to delete the app or any app and I haven't found that option (yet?).

[Mbenji]

Yes, I am Canadian.

[Strega2 · Accepted solution]

Usually, you can select any app, and then press *, to see a menu which lets you remove it.  (Unless you have subscribed to it via Roku - which most here would not recommend.  In that case "manage subscription" replaces remove.)

[RonnieDobbs]

This happens repeatedly to me too.  It sits there frozen, with the logo, and I have to go back.  But when I uninstall the app, re-install cineplex, and log in - then it works.  No, I did not need updates; there hasn't been an update to the app in a long time.

The real problem is - WHY DOES THIS KEEP HAPPENING?  It works once, a single time after logging in.  Then when the Roku TV is turned off and I start again some time - the cineplex app freezes again if I try to load it a second time.  Now I have to do the cumbersome process of deleting the app, reinstalling, and logging in again.  This doesn't happen to Disney+, or Netflix, or Amazon Prime, or literally any other app - it's only Cineplex that doesn't start a 2nd time after install.

I find it hard to believe a bug of this severity has been overlooked for so long.  I'd be suspicious that Roku is deliberately ignoring this because they have their own movie/tv show rental system configured, and it's convenient to just have a competitor app sabotaged like this.  This is the 12-15th time I've had to reinstall the cineplex app to get it to work over the last 2+ years, and can't believe this hasn't been found before or addressed yet.

[RokuEmmanuel-D]

Welcome, and thanks for posting here in the Roku Community, @RonnieDobbs!

We understand you're experiencing playback issues with Cineplex, and we're here to assist.

If you are experiencing difficulties specifically with this application, we strongly recommend contacting the Cineplex support team. They are responsible for overseeing and managing all aspects of the app, and they will be able to provide you with a thorough review and assistance tailored to your issue.

We hope everything will be sorted out for you soon. 

All the best,
Emman

[Strega2]

@RonnieDobbs  I think the fact that you've mentioned that "literally any other app" doesn't have the problem, points to an issue in the app with the problem much more than any Roku plan to sabotage non-Roku-brand apps.