Solving playback issues

[Claireesaxty]

ITV x app doesn’t work on brand new Roku device. How disappointing is this. Have removed app and reinstalled. All other apps work perfectly fine. 

[RokuJharra-Q · Accepted solution]

Hello @Claireesaxty,

Greetings from the Roku Community!

Thank you for reporting this issue to us. We would like to gather more information about it.

Could you please confirm when the issue occurred? Have there been any recent updates that might have caused the problem? Also, could you let us know your location? Is it outside the US? Please note that ITVX is officially supported primarily within the UK.

For troubleshooting steps and a guide to resolving this issue, please visit our support page at How to resolve a channel playback issue.

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[joanl2024]

Hi,  the ITVx app keeps crashing on my Roku Express device, despite checking updates for the app and Roku, which there are none. I've removed the app, cleared the cache and re-installed it after switching on and off the TV. I'm based in London.

It worked perfectly until the beginning of July. I reached out to ITV on X on the 2nd of July with no response.

Joan

[RokuJechealR · Accepted solution]

Hi @joanl2024,

Welcome to the Roku Community!

We appreciate you letting us know about your trouble with your Roku device on the ITVX app/channel and the steps you took to resolve the issue.

Did you restart your Roku device before reinstalling the channel? That step is crucial when troubleshooting. If you haven't tried the suggested order (remove > restart > reinstall), we recommend giving it a shot again.

In addition, you can visit our Support article for more steps to troubleshoot a channel playback issue.

If you are still having an issue with this from the channel after attempting the suggestions on the link, videos from other channels play fine; we recommend continue contacting the channel provider's customer support team to report the issue and get help.

Channels on Roku are maintained by the channel developers themselves. In this case, an issue within that specific channel likely needs to be addressed with an update from the channel developer.

Please keep us posted on what you find out, and we'll continue assisting you from there.

All the best,
Chel

[joanl2024]

Hi Chel,

Thanks for the helpful recommendation. I forgot to conduct a hard reset to my Roku devise. This did the trick and the ITVX app now fires properly. 

All the best,

Joan

[RokuJechealR]

Hi @joanl2024,

Thank you for letting us know about this!

We couldn't be happier to assist you, and we thank you for providing us with this fantastic opportunity. We are more than glad that the issue has been resolved.

We also express our gratitude for your patience, effort, and understanding in resolving the issue.

Please let us know if there are other related issues that we can look into further.

All the best,
Chel