Solving playback issues

[seth04]

When I load My5, everything loads correctly but when I press play on anything, it crashes without an error message and sends me back to the Roku home page.

Model- 3930EU

Serial number- X00400Y237LC

Software- 12.5.5 

Build- 4174-AE

GC version- 10.8.23

-My5 details-

Version- 2.8
Build- 209

Tracker ID- LC-074-501

Timestamp- 2024-02-21T17:41:16Z

[atc98092]

I find nothing in the channel store called My5. Is it only available outside the US? 

Is any other channel/app exhibiting this behavior? If not, you need to contact the channel providers for assistance. It sounds like they might have updated their channel and broke something. 

You can always try the basic step of removing the channel, rebooting the Roku (do not skip this step) then installing the channel again. Sometimes the code gets corrupted (especially after an update) and by removing and reinstalling you get rid of the corrupt code and get a clean install. Just don't forget the reboot or your uninstall wasn't complete. 

[seth04]

Yes my5 is a UK thing,

no other channels are doing this, and I know someone who has the same type of Roku as me and they are not having this issue.

ive done all the steps mentioned but it’s still not working.

[Jenine15]

I am also getting exactly the same issue on 2 of my Roku's today. 

1st Roku -

Model- 3930EU - Roku Express

Serial number X00400U3D1C2

Software- 12.5.5 - build- 4174-AE

My5 details-

Version- 2.8
Build- 209

2nd Roku -

Model- 3900EU - Roku Express

Serial number - YG009M602837

Software- 12.5.5 - build- 4174-51

Both have the following My5 details-

Version- 2.8
Build- 209

On both I have tried removing my5, and re adding. Tried updating the Roku, no new update available since Jan 2024. I even rebooted my internet, even though other apps all work fine, thought best just in case.

No where can i see a way to resolve via Roku support at the moment, why posting here. To see if any others find a way to fix this.

In case needed my5 is on my devices in the UK 

[RokuJohnB]

Hi @seth04 @Jenine15,

Greetings from the Roku Community, and thanks for keeping us posted!

After attempting the troubleshooting steps and videos from other channels play fine, contact 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, there's likely an issue within that specific channel that needs to be addressed with an update from them.

If you need anything else, please keep us posted.

Kind regards,                                                                                                                                        John

[Jenine15]

Thank you @RokuJohnB I I have contact my5. fingers crossed they come back to me soon

The odd thing is though that I have my5 on another tv as a smart tv app, and it works fine. 

On both the Roku's I did try the basic step of removing the channel, rebooting the Roku and then installing the channel again, with no success at all.

[Jenine15]

I will update on here once here back from my5 support. If get anything that will help others.

However for anyone else with same issue use this link to contact them - 

https://help.channel5.com/hc/en-gb/requests/new?ticket_form_id=360000020277

[atc98092]

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@Jenine15 wrote:

Thank you @RokuJohnB I I have contact my5. fingers crossed they come back to me soon

The odd thing is though that I have my5 on another tv as a smart tv app, and it works fine. 

---

You are comparing apples and oranges. The app on your TV, while might look identical to the app on the Roku, is written in a completely different programming language. It could work perfectly on one platform and be terrible on another. Unfortunately, the only entity that can address the issue is the provider of the My5 app for Roku.

[Offbeatdave2]

Just adding that this is happening in my 3820s and 3940s today, so guess it's a widespread issue. 

[MartinRoss]

My5 also not working on my Roku. Likely a widespread issue as suggested previously, Will try tomorrow.