Solving playback issues

[Kvaclimber]

Way was this topic closed as solved when the last thing that was posted by the moderator was that they are aware and working on it and will let us know when the problem is resolved?

[K23]

I have not seen any solution.  I have been having this problem for months.  I keeping hoping for some update, but nothing.  Very very frustrating.  If someone knows more please update.

k

[RokuTakashi]

Hi, @Kvaclimber @K23 

Thanks for posting here in the Roku Community.

We appreciate your inquiry about an update regarding the issue you encountered with the ESPN app. Our team has reviewed the issue, and the investigation is still ongoing. 

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[Wolve]

And where does this issue stand now?  I'm having the issue on a Roku Ultra... Works fine on the Roku Streaming Stick+.

[RokuEmmanuel-D]

It's great to have you join us here in the Roku Community, @Wolve!

Dealing with this playback issue can be really annoying and we don't want you to experience that. So we're here to help you take a closer look at this. 

Could you please provide the following requested details below for extra visibility?

• 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)

Looking forward to hearing from you soon.

Best,
The Roku Community Team

[Wolve]

Model: 4850X - Ultra

Serial number: X028005337WX (SOVS349337WX)

Software version: 14.0.4 build 12222-G6

GC version; 12.9.26

Timestamp: 2025-01-21T13:38:28Z

Please use issue ID WX-029-618 to report the current issue.

ESPN version 5.2 build 2024110500

Device ID: SOVS349337WX

[RokuRiamie-D]

Hi @Wolve,

Thank you for providing your Roku device details.

We appreciate you for your cooperation. We would like to investigate the issue further.

Could you please provide an image of the TV screen showing the error, along with the exact behavior of the ESPN app? Did the error appear during streaming, or right after you launched the channel?

How do I insert an image in a post?

We look forward to your response.

Cheers,
The Roku Community Team

[Wolve]

Trying to watch the Djokovic v Alcatraz on demand replay on the espn app. I get little circle/ wait indicator and then this error message. 

I sure hope y’all help out and not just tell me to contact ESPN after making me jump through these hoops. This problem seems to be well documented all over already. I’m not the first or even the twentieth to have it. 

[RokuRiamie-D]

Thank you for your response @Wolve.

We have forwarded your device information to our Roku team for review. We will update you once we have further information about this issue.

We would also like to know the troubleshooting steps that you have tried so far trying to fix the issue.

Thank you for your cooperation and understanding.

Cheers,
The Roku Community Team

[Wolve]

I’ve tried clearing the cache. I’ve tried reinstalling the app/channel. I’ve tried rebooting the Roku including removing the power for a 10 minutes. I’ve tried combinations of the above. Nothing worked on the Roku. 

I can watch the content fine on my phone/tablet/PC.