Solving playback issues

[GoddessDaphnie]

I think it might be time for a class action legal action against Roku. We pay you for a service. That service gives us the right to access and view the channels we choose. Roku is in breach of that contract by eliminating that choice under the guise of 'technical issues' that have been going on with the Fox News app for years. This community messaging proves that. No other app on Roku is continually corrupted and easily accessed any time. So, clearly there is either a bias, or a tech team that so inept it cannot repair the bugs inserted into a simple app. I'm pretty confident is is both. 

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @GoddessDaphnie!

Thanks for letting us know about the playback issue you're currently experiencing within the Fox News app on your Roku. We'd be happy to help you get back on streaming. 

Before we proceed, could you please provide us with more information about this such as the following:

• Are you having this issue on Live TV or on-demand shows?
• Are there any error messages prompted? 
• Is this the only app you are having this issue with?

We'll be looking forward to your response.

Best regards,
Carly

[foehner]

Has there been any fix for this?

Fox News is the only channel that has the problem here.  I even bought a new Roku to see if that helps.  Nope.

This has been going on too long!

[andyross]

And I repeat this for the millionth time: This is a problem with the Fox News app, which is written and supported by Fox News. A Roku app is completely different than an Android or other device. It is their incompetent programmers who either don't know how to fix it, or just don't care.

Trying to sue Roku would only waste money. There is no evidence that they are deliberately causing problems. Plus, using a Roku means you agree to binding arbitration, so you can't sue.

[SpecialK3]

I agree, it's clear this is the only app that fails across the entire US despite different internet providers, updated devices, successful firmware... Maybe it will fix itself after 5 NOV. 

[RokuTakashi]

Hi, @SpecialK3 

Welcome to the Roku Community.

We appreciate you for letting us know about the issue you have encountered with the Fox News app on your Roku device, and we're here to help. We recommend following the steps below to resolve the issue.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists after performing the provided troubleshooting step, you may want to contact the channel provider's support directly and inquire further about this issue. They can provide a workaround or there might be a need to update their app on the Roku platform since most channels on the Roku platform are designed and maintained by the channel providers themselves.

We hope you find this information helpful, and feel free to reach out to us if you have further concerns or inquiries.

Best wishes,
Kash

[amestssh]

It is only on Live TV Fox News show!!! I have several ROKU devices in my apartment and all of them behave the same. No error messages, only "bad connection", constant stop playing, frozen image requiring hard system restart not always successful. One Roku stick not working on a distance less than 10 feet from brand new Spectrum router. It is happening always in the morning; in the evening hours FOX News usually works fine and stable. All other available channels getting fast stable connection any time. During summertime I had subscription on SLING service for several month and FOX NEWS works steady, without any issue on the same equipment on SLING service.

[andyross]

The Fox News app talks directly with the Fox News servers. When you watch through Sling, it is going through their servers. Same with YouTube TV and similar.

[atc98092]

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@amestssh wrote:

It is only on Live TV Fox News show!!! I have several ROKU devices in my apartment and all of them behave the same. No error messages, only "bad connection", constant stop playing, frozen image requiring hard system restart not always successful. One Roku stick not working on a distance less than 10 feet from brand new Spectrum router. It is happening always in the morning; in the evening hours FOX News usually works fine and stable. All other available channels getting fast stable connection any time. During summertime I had subscription on SLING service for several month and FOX NEWS works steady, without any issue on the same equipment on SLING service.

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And this is a perfect example why it's not the Roku. When the same app has a problem on multiple devices, the problem is with the app, or back at the head servers that are providing the service. It doesn't matter if it works correctly on different platforms, such as an Android player or a Smart TV. It also doesn't matter if it works correctly within a different app (such as Sling). Fox News is solely responsible for the functionality of their app on Roku devices. Roku uses a different operating system than any other streaming box, so the app is not comparable on different platforms. Roku has zero control over the functionality of the apps offered on their platform, other than the apps they themselves provide. Fox is the one and only place that can fix the issue. Complaining to Roku is misdirected and a waste of time.