Solving playback issues

[timsutch]

I am having the same issue  The other roku sticks are working but not this one.  I have tried every thing you recommended nothing has fixed it.

[RokuMary-F]

Hi @timsutch,

Thanks for your effort in posting in the Roku Community.

We appreciate your patience regarding this matter. We understand that you are having an issue streaming the MASN Everywhere channel.

Please be advised that each channel on the Roku platform is built and maintained by the channel provider themselves. If you encounter an issue within a channel that isn't occurring in every other channel on your device, you'll want to contact the channel provider directly to report the issue and request additional support.

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


Best regards,
Mary

[TaraLee]

Mary,

I honestly think it is a Roku issue since it is only certain Roku devices that are the problem. The same app works fine on my Roku Ultra but not on my Roku Streambar Pro or my other Roku sticks. It is just my Roku Streambar Pro that the MASN app glitches on. 

Do Roku software updates roll out at the same time for every type of Roku device or are the released by device?  

[RokuMary-F]

Hi Roku Community users,

Thanks for the post. I'm sorry to hear about the issue with MASN Everywhere, that's not what we aim for.

If other channels are working correctly, and you only experience this issue on the MASN Everywhere channel, that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it. We would recommend reaching out to MASN Everywhere directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist.
In the meantime, can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to work with the channel partner to investigate further. We look forward to your responses and gathering your details.


Best regards,
Mary

[TaraLee]

Roku Model - 9101R2 - Roku Streambar Pro

SN  YL00AR303348

Device ID  3K619A303348

Software Version  12.0.0 - build 4178-95  (my Roku Ultra has build 11.5.0 and has no issues)  So maybe the 12.0.0 build is the issue

MASN Everywhere   Version 1.0 - build 14

All I do is select it and it freezes on the opening screen and then makes the Roku fully restart.

[umterrapin]

Exact same issue with MASN and Streambar Pro.  MASN working on other Roku devices

[TaraLee]

Mary,

Here is the tracker ID for when the problem happens. 

[davewhite79]

Here are my details

Model: 4630X - Roku Premiere+

Serial number: YR006R128615 (7KA696128615)

Software version: 12.0.0 • build 4181-29

GC version: 9.1.120

Timestamp: 2023-05-03T12:04:34Z

ID 15-176-404

[RokuDanny-R · Accepted solution]

Hi Community users,

Thanks for the posts regarding the issue you are experiencing with the MASN channel.

Please be aware that we have passed along your concerns to the channel partner to investigate the issue further.

If you are still experiencing an issue with playback on the MASN channel, you'll want to contact the channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

Thanks,
Danny

[Stream6]

Mary, I have the same issue on my Streambar but not on any of my other Roku devices. Wouldn’t that make this a Roku issue and not MASN?