Solving playback issues

[RokuEmmanuel-D]

Hi, @heatherann01 and @LaToyaBurton88.

Thanks for flagging this issue directly to us. We'd be more than happy to include your devices in the ongoing investigation. 

Could you please provide us with the additional details mentioned earlier in this thread? Having this information is essential for us to relay it effectively to the relevant parties. We would greatly appreciate it if you could share all the requested details so that we can conduct a comprehensive review. Thank you!

We are looking forward to your response. 

All the best,
Emman

[heatherann01]

Model: 3941X - Roku Express 4k

Serial number - X0160042DUY8

Device ID - SO7P2192DUY8

software version - 14.0

Tracker ID - Y8-438-810

version 6.4 build 1

[RokuEmmanuel-D]

Thanks for the prompt response, @heatherann01!

Your effort and cooperation are crucial for this investigation. We are grateful that you have been very kind to supply all the needed information and for bearing with us in the meantime. 

Don't worry; all of these details will be forwarded to the appropriate Roku team. We'll update this thread once a resolution has been provided. 

Please let us know if you need more help. 

All the best,
Emman

[heatherann01]

Is there anyway to know how long this is going to take to fix? It’s been an on going issue for a little over a month now for some users. Also when I talked to PBS Kids on 10/22/2024 they told me that an update had been provided to you guys that would fix this issue they’re just waiting for you guys to finish reviewing it so it can be released to ROKU users, is this true? 

[RokuEmmanuel-D]

Thanks for inquiring, @heatherann01.

As of now, we still don't have any information as to when the fix will be issued to all affected users. However, the Roku team is definitely working on it right now, and it will be released soon. 

Please continue to check this thread for updates. We appreciate your patience as we work toward a resolution and will keep you all informed as soon as we have more information to share. Thank you for your understanding during this time. 

All the best,
Emman