Solving playback issues

[JerryCopus]

Speculation: It happens so quick in the process that it seems the app either uses some region identifier from the Roku (not a Roku developer) and/or it’s a DNS issue. Sometimes changes in CDN networks can cause this too. If I had the time I’d be tempted to do a packet capture of the conversation to pin it down but I trust the app developers have it under control.

[1hoppy1]

PBS Kids App. From reading through Redit posts, Roku is not approving or refusing the update for the App so the app doesn't have Live TV and doesn't seem to be updating the kids shows on the app. Does anyone have an update on when the issue will be resolved?

[Cashja2]

It’s keep saying server issue. It’s been like this for over a month. I can watch PBS Kids in my living room live with no problem. But on the Roku tv I can not. I have done all of these steps and it seems to be a lot of us having the same issue. 

[Mommom3]

ID issue.     72-444-428

Model.        C103X

Serial #.      X00000XV8D72   (S034D3V8D72)

Software     14.0.4   Build 12221-93

GC version.  12.5.26

Lynne Marshall

[heatherann01]

Roku says they aren’t sure what’s going on and that they are working on it but it’s been over a month since this issue started. I contacted PBS Kids about it and they told me that they sent an update to Roku that would fix the issue we are all having they’re just waiting for Roku to finish reviewing it so it can be released. When I asked Roku about it in this thread and through email they give me the same generic response. So I’m starting to think that this isn’t something they’re worried about fixing 

[HeyItsDaddy]

Emman,

  Throw us a bone here.  So, from what we know so far there WAS an issue with the app, and PBS feels they have resolved this issue with a new app version.  The bottleneck is the process to review the app before publishing it (a necessary step!).  What we'd all like to know is what the current hold up is.  Is it taking longer to start the process and you all haven't reviewed the app, yet?  Was the app change rejected and now we're waiting on PBS to correct and resubmit?  What's the usual turnaround for app submission and approval?  I have 4 different Roku-added or Roku-based devices that are all down, and THIS app accounts for approximately 50% of their total usage.  And with the number of ticket/community complaints I see here, it's probably down for thousands of others that just don't bother to report it and have faith that it will be resolved in a timely fashion.  It's just not feeling all that timely since we know that it's been at least a few weeks since the developer of the app has had a solution and submitted it back up to you guys.

So, can you give us a non-canned response and let us know what to expect and about how long it may be, if ever.  I doubt the answer will be "it's not going to happen ever, move on", but even if it is, at least let us know.

Thanks!  Roku is still hands down better than Samsung/Visio/Fire/Google/Apple/LG/etc...so let's try to keep it that way, m'kay?  🙂

  --Andrew

[RokuTakashi]

Hi, @Cashja2 

Welcome to the Roku Community.

We appreciate you for sharing with us the concern you have with the PBS Kids app that keeps crashing on your Roku device, and we're here to help you resolve this matter. We'll provide you with a troubleshooting step to address it. Kindly follow the steps below:

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists after performing the provided troubleshooting step, we'd like to collect for further information so our team can take a closer look at the crashing issue. We kindly request the information below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

We hope to hear a response from you along with an update on what you find out.

Best wishes,
Kash

[K1496]

Onn Model: 100012590

Serial #: X00700S113WF

Software version: 14.0

Device ID: S0CEH00113WF

PBS KIDS: Version 6.4 build 1

I've restarted and Uninstalled nothing worked. It's been like this for weeks

[slowwap]

For Roku TVs... Check your zip code under Settings -> System -> Zip code to make sure it is correct for your area.  Correct it then restart/reboot your TV. It should then work. At least is does for us.

If is not correct for your area then the PBS Kids app will hang on the yellow screen or generate a 'server error'. It appears that the PBS Kids app needs to have the local zip code and local IP location aligned so that the streaming from the correct PBS station can occur.

I have had this problem on the Roku TVs but not on the Streaming devices or Roku App. Sometimes after a system update the zip code (only set on my Roku TVs) is reset to some random zip code and needs to be corrected for the kids to watch PBS kids. 

[HeyItsDaddy]

Gave it a shot for good measure, didn't work on either the Roku-based TV, nor the TV with the Roku StreamStick 4K.  When PBS Kids fires up, it tells you which affiliate it's going through, and it's still the correct one, so location isn't the issue, unfortunately.