Solving playback issues

[szynskiewi]

Our PBS Kids app has not loaded properly for a couple months now. When loading, the app Home Screen transfers back to the main Roku Home Screen after just a few seconds. We have done all the following steps multiple times: 1) Uninstalled and Reinstalled the PBS Kids app 2) Factory reset the Roku device before reinstalling the PBS Kids app 3) Checked for Roku system update 4) Checked for PBS Kids app updates 5) Contacted our WiFi service provider (US Cellular) for technical support….No progress. Can @Roku help?

[RokuTakashi]

Hi, @szynskiewi

Thanks for posting, and welcome to the Roku Community.

We appreciate you for bringing this to our attention, and we'd be more than glad to assist. First, may we know if this issue only happening with PBS Kids app, or are other channels affected? Also, what specific Roku device you are having issues with?

With more details, we'll be able to assist further.

All the best,
Kash

[Melzie]

PBS kids app is not completely loading. It starts and crashes. Tried shutting down the tv, and unplugging Roku, tried uninstalling and reinstalling app. Help please. I have the newest Roku.

[RokuJechealR]

Hi @Melzie,

Welcome to the Roku Community!

Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (if you do not see a Power submenu, skip to the next step.) > System restart.

Please let us know how it goes this time.

All the best,

Chel

[MClark07]

We are having the same problem on two separate Roku devices. I’ve uninstalled the app, restarted the Roku device, reinstalled the app but it still doesn’t work. Any other suggestions?

[RokuTakashi]

Hi, @MClark07

We are delighted to have you with us in the Roku Community.

We understand that you're having an issue with PBS on Roku, and we're sorry to hear about the trouble. We'd be happy to assist, and we'll ask for details regarding this. Could you please provide us with the following?

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (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).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate further.

Best wishes,
Kash

[Vspin1]

Here is the information you requested for PBSKids problem

Channel PBS kids

Version 6.1 build 0

Model 3810X

Serial# YH001G528511 (2150A1528511)

Software 12.5.5 build 4174-50

GC version 10.8.24

Timestamp 2024-03-01T19:20:54Z

Issue ID 11-087-560

[RokuTakashi]

Hi, @Vspin1

It's always great to see new users here in the Roku Community.

We appreciate you for reporting this to us and providing the information since this will be subject for investigation. We'll forward the details you've provided to the appropriate Roku team so we can work on this issue. Once more details are developed regarding the investigation, we'll provide an update in this thread.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[12HouseFortune]

• Model 7214X - Roku TV
• Serial number YN00JY321478(HVD8AJ)
• Software version 12.5.5 build 4174-39
• GC version 11.0.28
• Timestamp 2024-03-12-12T11:59:03Z
• ID 78-102-959

[TH335]

I too am having this problem on all of my Roku devices. I have checked for updates for the devices and restarted them with no success. It works on other non-Roku streaming devices so it is not PBS Kids, it's the Roku system itself. 

Is there a fix yet?