Solving playback issues

[Piggyie]

I began experiencing this issue yesterday, November 17, 2024. I didn't watch any TV on November 16. The issue was not present on November 15.

Once the timeline appears when jumping back, rewinding, etc. it tends to remain on the screen until I exit the streaming show and go back in. i.e. It doesn't timeout and disappear like it's supposed to. I have quit and re-launched the Paramount app, checked for updates and restarted Roku. I have reproduced this issue on Roku Ultra and Stream Stick+ devices. The Roku Ultra is wired Ethernet and the Roku Ultra is 5 GHz. My internet speed test is 800-900 Mbps down.

Is anyone else experiencing this issue?

[RokuEmmanuel-D]

Thanks for reporting this issue here in the Roku Community, @Piggyie!

We understand that you're encountering unintended behavior when streaming a show on Paramount Plus. No worries; we're here to help you and delve into this matter further. 

Is the issue happening on all contents inside Paramount Plus? Also, Is this a Paramount Plus inside Roku or through the stand-alone app?

To proceed with the investigation, could you kindly supply all the needed information below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

In the meantime, you may visit this support article to make sure that there are no steps that are left undone:  How to resolve a channel playback issue.

Please keep us posted.

All the best,
Emman

[Piggyie]

Hi,

I don't understand your question "is this a Paramount Plus inside Roku or through the stand-alone app?"

I don't have CATV. I have streaming services with Paramount, Peacock, Apple, Disney, Hulu, etc. All via individual streaming apps I've installed in Roku devices. I only use Roku devices. I do not use apps in my Smart TVs. I hope this addresses your question.

I tested this on another Paramount show. Same issue. I tested a couple of shows on the Peacock app. No issue. Here is the info on one of the devices exhibiting the issue:

Model 3821R2 - Streaming Stick 4K+
Serial No. 
Device ID 
Software 14.0
Channel Build Version 9.3 - build 20241107

Thank you for your help.

[RokuEmmanuel-D]

Thanks for keeping us posted, @Piggyie.

We apologize for the confusion. Please note that there are two types of Paramount Plus Channel on the Roku platform, the one that can be streamed through The Roku Channel Paramount Plus and the Paramount Plus App that is downloaded directly from the streaming store.

See image below: 

Could you please confirm which of the apps are you trying to stream with that has an issue?

We really appreciate your effort in supplying all the details below as it will help us find the root cause of the problem. 

Please keep us posted. 

All the best,
Emman

[Piggyie]

Hi Emman,

I have the second one, that just shows "Paramount+". What's the first one? Is that for a subscription that goes through the Roku store? All of my subscriptions are direct with the entertainment provider.

[makaiguy]

@Piggyie-

If you subscribed to Paramount Plus directly with Paramount, you would watch it on the Paramount Plus stand-alone app you installed on your Roku.

If, instead, you subscribed to Paramount Plus through Roku you pay through Roku instead of directly to Paramount, and would access it as an option in The Roku Channel.

[StreamerUser]

@Piggyie 

This is a bug directly related to the latest P+ app update (9.3.20241107) released a week ago.

You can always report it to P+ CS, and you'll need to wait until (at least) the next app update, whenever that is.

However, there is a better workaround than exiting and restarting the content.

When it happens: press Down, Back (it will go away after a few seconds).

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Piggyie.

Having gathered all the necessary information, we will now proceed to collaborate with the appropriate team to conduct a comprehensive review of the situation. We appreciate your patience and cooperation during this process as we strive to address and resolve the issue at hand effectively. Thank you for your understanding.

We'll keep you posted. 

All the best,
Emman

[RokuEmmanuel-D]

Hi, @Piggyie!

We would like you to know that this is now under investigation. The relevant team would like to request a short video of the issue you're experiencing. This is crucial for the review process and in determining the exact behavior of the app. 

We are looking forward to your prompt response. 

Thanks,
Emman

[Delite]

Yes. Same issue on two different Roku devices running the P+ app. Same timeline with problem. Same attempt at resolution. Same P+ version number shown by another commenter.