Solving playback issues

[cvertu]

Hello,

Since 18.08.2024 the ITVX app (ver. 3.17 build 0) has been crashing upon launch after the display of the ITVX logo on my Roku model 3941RW2 - Roku Express 4K+ with software version 13.1.4 build 1510-E4.

Restarting the router, clearing the app and Roku caches did not help.

Could you please look into this problem and advise?

[RokuTakashi · Accepted solution]

Hi, @cvertu 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with the ITVX app on your Roku device, and we're here to assist. We recommend performing the troubleshooting 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 this helps, and let us know on what you find out.

Best wishes,
Kash

[cvertu]

Hello @tash,

Thank you for your reply. I did perform the troubleshooting steps you suggested, yet the problem still persists.

I had informed ITVX of this problem on 18/08/2004 and they still haven't been able to find a solution.

If you try installing this app, you will see that it wouldn't function on your Roku either.

Kind regards,

Can

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @cvertu.

We understand the issue was not resolved after the troubleshooting steps provided. No worries; we're here to investigate this issue further.

We need more information on the issue for us to isolate it even further; kindly provide the following: 

• How many Roku devices do you have? If multiple, can you please check if it is also happening on all your Roku devices? 
• Kindly provide the Channel Build Version.

In the meantime, try doing an App update by highlighting the app, pressing OK on your Roku remote, and then choosing the option "Check for App Update." 

We are looking forward to your response. 

All the best,
Emman

[cvertu]

Thank you @RokuEmmanuel-D

I have only 1 Roku device.
The Channel version & build is the latest, i.e. ver. 3.17 build 0

Kind regards,
Can

[RokuEmmanuel-D]

Thanks for the additional details, @cvertu.

We appreciate your cooperation regarding this matter. We'd happily pass this along to the appropriate Roku team for further review. 

To proceed with the thorough investigation, we would like you to provide the details below so our dedicated team will be able to locate the root cause of the problem:

• 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)

By supplying us with this information, the relevant Roku team will begin to check everything and provide the best resolution. Rest assured that we will update this thread if the issue has been resolved.

We are looking forward to your prompt response. 

All the best,
Emman

[cvertu]

Hello @emmanuel-D,

Please find below the information you have requested:

Roku model 3941RW2 - Roku Express 4K+
Serial number: X002200JUUV6W
Device ID: S0HCK2CUUV6W)
OS version: 13.1.4 build 1510-E4
GC version: 12.0.14
Timestamp: 2024-08-23T07:52:41Z
Tracker ID: 6W-338-872

Kind regards,
Can

[RokuEmmanuel-D]

Hi, @cvertu.

We appreciate you supplying additional details so that we can investigate this as soon as possible. Rest assured that we've already forwarded this to the appropriate Roku team, and they are reviewing your concern as of now. We appreciate your patience and cooperation in resolving this issue so that we can get you back on streaming in no time. 

We'll surely update this thread once a resolution has been provided. Let us know if you need anything else; we're always ready to assist.

All the best,
Emman

[cvertu]

Hello again. It's been more than a week since this problem started. Isn't it high time to have it fixed?

[RokuTakashi]

Hi, @cvertu 

Thanks for keeping us posted.

Currently, the investigation is in progress, and our team is working on it. We'll make sure to provide an update in this thread once our team has made significant developments on the issue.

Your patience and understanding are greatly appreciated.

Best wishes,
Kash