Solving playback issues

[Klerner]

Hello

Just within the last 2 weeks, when I fast forward or rewind a recorded show on the FUBO app on  the ROKU streaming stick or 4k streaming stick, the thumbnails no longer appear.  However, if I fast forward or rewind on FUBO app on my smart LG tv or my iPhone, the thumbnails are there. 

Other apps like MAX or Apple TV+ have no issues with thumbnails during fast forward or rewind.

There are only 2 of us in the house and we are not gamers and never have more than 4 devices online at any one time 

Any ideas as to what may be happening?

[RokuRiamie-D]

Hi @Klerner,

Welcome to the Roku Community!

We get that you are not seeing the thumbnails of your Fubo recordings when you fast-forward or rewind a recorded show. We would like to look closely into the issue.

Let's see if this will work for you:

1. Update the Fubo Channel - Highlight the app > Press the star (*) button on your Roku remote > 

   Check for updates

2. Restart your Roku device
3. If you have another Roku device, we suggest trying to play and fast-forward a recorded show on Fubo to see if the issue occurs.

For further help, please visit our Roku support article: Issues playing shows and movies on your Roku device.

We look forward to your update.

Cheers,
The Roku Community Team

[Klerner]

Thank you for your reply…. We have 2 LG “smart” tvs, and 1 LG “dumb” tv, all using Roku streaming stick 4K - models 3820x and 3820RW (we like the ROKU UI rather than the LG).  All 3 have the updated FUBO app and the problem exists on all 3 tvs. 

I have restarted Roku, rebooted my modem, prior to making this post. 🤷‍♂️

[Klerner]

In addition, on some channels, the thumbnail is there, but completely black.  

[RokuRiamie-D]

Thanks for the clarification @Klerner.

We appreciate you trying the troubleshooting steps we have provided. Is this a DVR recording or normal on-demand content?

We look forward to your update.

Thanks,
The Roku Community Team

[Klerner]

A normal DVR(?) recording.  They are programs that I set up as scheduled recordings in “ My Stuff”

[RokuRiamie-D]

Hi @Klerner,

Thank you for your response.

We would like to coordinate this with our Roku team. Please provide us with the following details to help us investigate the issue further:

• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)
• Photo or video clip displaying the issue as it occurs.
  

  How do I insert an image in a post?

We look forward to your response.

Cheers,
The Roku Community Team

[Klerner]

Model: 3820x - Streaming Stick 4K

Serial Number: X017007863WD

Software: 14.1

Device: SO8Y41D863WD

Fubo: version 5.9 Build 100

Tracker WD-075-920

I am having trouble loading videos, so I took a snapshot mid-video of 3 different scenarios.  One has black thumbnail, one has no thumbnail and one has a thumbnail, however when stopping the FF, the picture that loads is about 3 minutes behind.  Could this be a FUBO issue with different channels/networks? I have researched that possibility and have not been able to find anything.

thanks 

[RokuRiamie-D]

Thank you for providing your device information @Klerner.

We have forwarded your information to our Roku appropriate team for review and update you if we have additional information about this issue.

Thank you for your cooperation and patience as we work on this matter.

Cheers,
The Roku Community Team

[Klerner]

I contacted FUBO with all this information.  I was told that there is a glitch in the ROKU version of their app and they are working on the fix for their next release.  You can close this issue.