Solving playback issues

[steved]

I have the same issue and have gone through all the troubleshooting steps.  I have spoken with Paramount+ and they have escalated the case for investigation.

[acconstantinesc]

Any updates?

[steved]

No, it still doesn't work. This is the last email they sent me:

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Thank you for contacting Paramount+. Again, we apologize for any inconvenience and are eager to assist you. We have an update and report on your current issue. Issues concerning the film series "Gladiator” (2000), “Gladiator II” (2024) and related content are currently under investigation. We’ll continue working to get your issue resolved and will ask that you attempt to access the content once more after a short time. Note this issue is not unique to your account level or device. When possible, please sign out of the app and refresh your network before your next streaming session. 

First have your login email and password ready! Unsure or may require a reset? Use this link: https://www.paramountplus.com/account/forgotpassword/
1. To begin, access the Paramount+ app on your Roku device.
2. Next within the app select “Settings”.
3. Within the settings portion you'll be within My Account. Select “Sign Out”.
*If the app is non-responsive please move to the next set of instructions. 

Next, let’s refresh your Roku device:
1. With the Roku: please unplug from power (either from its base or the wall outlet).
2. Wait for 1-minute time. After plugging back in and wait for 2 minutes. 
*If your Roku device does not have a power connection, please unplug from the TV for 30 seconds before your next attempt. 
* Should issues continue please consider reinstalling the Paramount+ app within your Roku device or TV. 

Let’s have you sign in to your Roku:
1. With the Paramount+ app open. Select “Sign In” or “Sign In Options”. 
*If asked to "CREATE" an account, select Cancel and continue to sign in.
2. Select "Sign into Paramount+”.
3. Now select “On My Device” or "On My TV" for the virtual keyboard. (Alternatively, you can select "On Paramountplus.com" or "On The Web" for a code to use with the URL shown on screen) 
*Some TVs allow for "On the App / On my Phone/ QR Code" for sign ins. This will require you to have access to your smart phone and use the free downloadable Paramount+ app while signed into it.

Let us know if you have any further questions. We look forward to assisting you!

[acconstantinesc]

A few weeks ago it seems that Roku customer service took the initiative and pushed P+ to find a solution. I have the feeling that this time is not happening. Maybe, it's  because less people are impacted, or some of the impacted people got tired of this BS. Who knows. While I understand that this idea would make some people to leave Roku, what P+ deserves is for their app to be removed from the Roku platform until they get their act together.

[steved]

Well, this shows how seriously Paramount is taking it. Nothing like being asked to take a video of stereo sound.

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Thank you for getting back to us and letting us know. We do apologize for any inconvenience this situation may have caused, and we are here to help! To resolve the issue further, please provide us with the following information:

1. Please share a short video of the issue. This will help us replicate your problem on our end and help us visualize the same.

[steved]

And their latest after I declined to send a video of the stereo sound. The link they provided clearly shows Atmos is supported on Roku 

This has to be the most embarrassingly incompetent support team I've ever dealt with.

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However, please note that Dolby Surround Sound (including Atmos) is not supported for Roku products at this time. We do however support Android TV models directly and others.

You can read more about this topic here:
https://help.paramountplus.com/s/article/PD-Which-video-and-audio-streaming-formats-are-supported-fo...

[acconstantinesc]

You know what? I'm not a fan of people losing their jobs because of AI, but in this case probably an AI could be more helpful.

[RokuEmmanuel-D]

Hey there, @acconstantinesc!

We would like to gather more information on this matter for the investigation. 

Our engineering team is unable to replicate this problem, but no worries; they're working to fix it as soon as possible. 

In the meantime, please provide the model of the receiver so we can take a closer look. 

Thanks for your continued patience!

Best,
The Roku Community Team 

[acconstantinesc]

Integra DRX 3.4.

[RokuEmmanuel-D]

Thanks for the info, @acconstantinesc.

I'll be forwarding this to the team for additional details. Your cooperation is highly appreciated!

We'll keep you posted.

Best,
The Roku Community Team