Solving playback issues

[angeleye50]

Since updating both my roku ultra some apps like Discovery IDGO, parmount + Discovery plus. will not play or very slow, blank screen or goes to app page and sits there then returns to home screen, most other apps are fine I have followed what the tech support email said to do and nothing is working. I did notice that once in a while I can keep installing the app, then install again and it will work but takes very long time. I have also contacted idgo and waiting for them to reply but it was working fine until update. Not sure if allowed but posting links to photos and videos

Device 1
model 4660RW-Roku Ultra
Serial number Blank for privacy
software version 12.0.0 build 4168-46

Device 2
model 4660RW-Roku Ultra
Serial number Blank for privacy
software version 11.5.0 build 4312-46

https://ibb.co/v4TVB0z
https://ibb.co/SxkcGRz
https://ibb.co/HHjn4Y0
https://ibb.co/84hDFXM
https://ibb.co/7KNVSGp
https://ibb.co/16fmMNZ

https://www.youtube.com/shorts/ijM1eKKO9u4

https://www.youtube.com/shorts/MyGJcSYqd0g

[RokuDanny-R]

Hi @angeleye50 

Thanks for posting in the Roku Community regarding the issues you are experiencing with channel playback on your Roku Ultra devices.

It looks like one of your devices has updated to the latest OS 12.0 while one of them is still using the older OS 11.5. Are you experiencing these playback issues on both of the Roku devices? What channels are you seeing this issue occur with and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)? Can you please provide us with a 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) as well as the steps to reproduce the issue you are seeing?

With more detailed information, we will be able to investigate the issue you are experiencing further. We look forward to hearing back from you.

Thanks,
Danny

[makaiguy]

In past major Roku updates, I've found that updating the Roku software may not automatically update all channel apps that have new versions to accommodate the Roku update. I don't know if this is the case with the 12.0 update. Manually running an additional update check as soon as you receive the Roku update can make sure you have the latest versions of all your channel apps and prevent many update-related problems (Settings > System > System update > Check now).

Despite having had access to the Roku update as it was being developed, some channels may take a while for their developers to issue needed updates, so a manual update check as above to catch any more recent updates is always a good first step when running into specific channel problems.

[angeleye50]

Hello, The apps was idgo and paramount plus, I do not have paramount as i canceled my subscription

On Both devices the IDGO app version is 6.9b1 . Feb 8 2023

The device running the 11.5 will not update to 12 as it says it updated already. I was looking at other post on google, and found that i went into advanced display setting and set to auto. This seems to help the device running 11.5 but it is slow to respond.

The device running v12 I have set the display to auto but that did not work. I have tried at least 10 to 12 times to get the tracking ID but it will not let me, it like its froze or it goes straight to the home screen. 

If I delete channel multiply times and try again, sometimes it will load, but to try to watch anything it goes straight to home page.

Steps

 1. i go to streaming channels

2. then go to channels

3. then movies & tv

4. then scroll to IDGO

5. go to the channel

6. try and wait for it to load, if that part does load, then I go the the live tv link, to see if that will load.

[angeleye50]

 I forgot the star but when click when im on the idgo app just turns on audio for handicap i believe, no menu will pop up.

[angeleye50]

that is the only way I have updated both devices, is there another way to update. I also have a roku 3 4200x that i tried last nite and seems to be working ok non the idgo app. I can try other apps, and most of all my watching is the idgo app, discovery plus, Netflix, and amazon prime. I do know that Netflix and discovery plus is working fine. 

[angeleye50]

I have another roku and a Amazon fire stick, both of these play that app just fine, I believe the update v12 has messed my roku up.

[angeleye50]

how do i roll back that update, as i factory reset to which it still does not work.

[RokuAustin]

@angeleye50 Since you have a device that has not yet received the 12.0 update, we don't believe this issue is update related, but we're still going to file your report with our engineering team for review. Thanks for the detailed information!

In the meantime, try to solve the playback issues by tackling the usual suspects: Check your internet connection by running a check from Settings > Network on your Roku player, and try to reinstall your channels. Ensure you are restarting your player before adding the channels back again.

Let us know how it goes!