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

[LaToyaBurton88]

Bedroom Roku:

model: 3930RW Roku express

Serial: X00400S19F7C

Software: 14.0

Device IP: S01333C19F7c

Tracker: 7C-439-436

GC:12.5.25

PBS version: 6.4 build 1

living room

model:3941X2 Roku Express 4K+

Serial: X022006UP3Y2

Software:  14.0

Device IP: S0HAK32UP3Y2

Tracker: Y2-439-439

GC:12.5.25

PBS app: version 6.4 build 1

[weirdingways455]

Thank you for your response.

Pragmatic question: EOL and EOS

Why purchase "newer" Roku devices when Roku top-of-the-line products' work just fine?

These devices work w/all premium apps except PBS - 'publicly funded.'

"Legacy: Roku has discontinued these models, and they cannot support newer versions of the Roku OS." See: Roku Developer - Legacy models 4400X"

https://developer.roku.com/docs/specs/hardware.md

If Roku has declared "End-of-Life" (EOL) notice, apparently integrated and implemented a "planned obsolescence" strategy as part of a business model to generate more profit and compel consumers to keep purchasing newer and "updatable" models of their products that is their business.

Apparently; ROKU does not provide legacy support to developers.

Apparently; ROKU keeps generating new products w/new EOS dates.

Result: Support Request Not Solved.

Notation: Forum is limited in scope for general support questions.

EOL = End-of-Life

EOS = End-of-Support

NOTE: PBS has been notified 'PBS APP subscription' will be [cancelled.]

[RokuEmmanuel-D]

Thanks for sharing it here in the Roku Community, @LaToyaBurton88!

We appreciate your effort in providing all the necessary details for this investigation. Rest assured that all of this information will be passed on to the relevant team. Thanks for your patience and understanding on this matter. 

Please let us know if you need further help.

All the best,
Emman

[godofdesruction]

Just popping in for anyone still researching the issue.

Hopefully PBS KIDS / Roku publish an update to the PBS KIDS app from the ticket above. I've tried troubleshooting on my side with Roku already.

The root cause seems to be a problem with the PBS KIDS app and Roku TV models since they have no GPS chip. I'm willing to be the PBS KIDS app isn't reading the IP address correctly or the Roku TV is changing what the house's IP is or anonymizing it somehow making it think it's out of their local area. Here's a reddit thread with people having the same issue.

https://www.reddit.com/r/Roku/comments/1g0fhiz/pbs_kids_live_tv_server_issue/

The regular PBS App can view Live TV. It's only the PBS KIDS app.

Running: TCL 43S425 43 Inch 4K Ultra HD Smart ROKU LED TV (2018) 

[renojim]

No Roku devices have GPS.  Apps generally use the IP address to determine a user's location using a service like Maxmind.  It's a very inexact science which is why Maxmind offers to make corrections.  I would expect all of your Roku devices to work or none of them.  Why non-Roku devices work but Roku devices on the same network don't I couldn't say.  It's also odd that the regular PBS app works and PBS Kids doesn't.  That would point to a bug in the app or using different methods to determine a user's location.