Solving playback issues

[stonedmadd]

Same thing on our multiple Roku 4k express devices.  Uninstalled PBS Kids app, rebooted Roku, reinstalled PBS Kids app.  The app still closes right after opening and is totally busted at the moment. 

Can Roku engineering chime in here?

[RokuTakashi]

Hi, @Alyssa5323 @stonedmadd 

Thanks for posting here in the Roku Community regarding the issue you've encountered with the PBS Kids App.

We would be more than happy to look into this issue and we'll need more information. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Does this issue occur specifically on the PBS Kids channel? If so, what version/build is the channel? (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. We hope to hear back from you.

All the best,
Kash

[Alyssa5323]

• @RokuTakashi where can I send all of this information to? I have all of the screenshots and video ready that was requested

[RokuTakashi]

Hi, @Alyssa5323

Thanks for the response.

You can send the requested information through Private Message here in the Roku Community.

To send a Private Message here, click the icon of a user to visit the user's profile page. Then, you can see an icon "Send this user a Private Message"

We hope to hear back from you.

All the best,
Kash

[Alyssa5323]

It will not let me send multiple pictures and video this way. Is there an email address?

[RokuERey]

@Alyssa5323,

Thanks for the update!

You can create a link and you can share with us it here via PM.

Thanks,

Rey

[jody76jmv]

I’ve had this issue for the past 2 months now. My kids are so sad they can’t watch their favorite shows anymore

[RokuJohnB]

Hi @jody76jmv,

Warm greetings from the Roku Community!

We understand you're having a problem with the PBS Kids channel. We're happy to assist you. Please try these troubleshooting steps below:

• Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
• Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

Let us know how it works, and we will continue to assist you further.

All the best,

John

[angelbug902]

I am having problems with PBS kids crashing too. Is there some way to fix this? 

[jody76jmv]

All the ways they suggest on fixing the problem don’t work for me. I even did a factory reset on mine and it still doesn’t work.