Solving playback issues

[MaryGracious]

This is the weirdest thing... The remote will not respond on certain apps. The one with the issue currently is global tv. We get to a specific screen and the only button that will respond is the home button. This is the same if I am using the remote on the app on my phone. The light on the Roku responds but for some reason the screen doesn't change. I have tried taking the batteries out of the remote as well as unplugging and plugging back in the Roku. 

[renojim]

When you say "unplugging and plugging back in", are you referring to the power cable or the HDMI connection to the TV?  Make sure you're unplugging the power cable or perform a System restart found under Settings->System or Settings->System->Power.

It might help to know what kind of remote you have.  If it's a voice remote, try resetting it by pressing and holding both the Home and Back buttons (the two buttons next to each other at the top of the remote) for 20 seconds.  Although, given that the mobile app gives the same results, that may not accomplish anything.

[MaryGracious]

I unplugged the power cable to the Roku, left it unplugged, then plugged it back in. The remote is a simple remote, not a voice one. I also have tried uninstalling and reinstalling the Global TV app. A similar thing actually happened on the Roku app on a different Roku (different household) and we were unable to pause the video suddenly. In both instances the light on the Roku reacts like it is responding to the remote but it doesn't do anything. 

[renojim]

I know you said "apps", but if it's only one app, that would point to the app.  When you uninstall and reinstall it, make sure you perform a "System restart" (or unplug the power) after you uninstall it and before you reinstall it.

Since Global TV is a Canada app, I can't try it myself.

[MaryGracious]

Unfortunately I have tried that 😔

[RokuJohnB]

Thanks for keeping us posted, @MaryGracious!

We appreciate the troubleshooting steps that you have taken so far and are glad to further investigate this problem on the Global TV. 

Can you please provide the following details below?

• May we know what Roku device you are using right now? (Roku Express, Roku Streaming Stick, Roku Ultra, Roku Streambar, Roku TV—Specify)

• When did the issue start?

• Have you tried to use the Roku mobile app and see if the problem still persists?

We'll wait for your response.

Thanks,
Roku Community Team