Solving playback issues

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vegachicago
Reel Rookie

Re: New Roku streaming stick and Pluto TV not working, keeps going back to home page

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Not really, my other devices still work on pluto tv

 

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Morninmel
Channel Surfer

Re: my Pluto channel is not working on any Roku device in my home

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@frio, I've heard absolutely nothing from Roku, and I Absolutely agree with everything you said in your post! 

SmokingJoe
Roku Guru

Re: my Pluto channel is not working on any Roku device in my home

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I have a 32" onn. Roku TV and a new Roku Express 4K+. Pluto TV stopped working on them 4 days ago.

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Frío
Binge Watcher

Re: my Pluto channel is not working on any Roku device in my home

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@Morninmel thank you! It's insane how Roku hasn't chimed in here yet. Especially when there's been increasing activity on this post and our emails of our disappointment and begging them to care to at least let us know they do, or anything at this point. Their handling of this is so disheartening when we expect a higher level of concern and resolution. We're just left to fend for ourselves. There's nothing more we can do to our devices, so the ball is lodged firmly in Roku's court. We can only wait and see if they ever pick it up.

I-Own-4-Of-Them
Reel Rookie

Re: my Pluto channel is not working on any roku device in my home

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@RokuTakashi wrote:

Hi, Community users. 

Thank you for bringing this issue to our attention.

We understand the trouble you have encountered with the Pluto TV app on your Roku, and we'd like to collect further details so our team can investigate further. We kindly request the following details 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

Once these information are available, our team can work on the issue for a resolution.

 


When I opened the settings and then the tracker screen, I did not see anything called OS version or Channel build version on either screen. Are they called something else there?

Also, why why don't you just test a bunch of Roku Expresses at your end since that's the one everyone is reporting having issues with Pluto on?

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Frío
Binge Watcher

Re: my Pluto channel is not working on any Roku device in my home

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Also, just so everyone knows, I called Roku directly, and in the same fashion as their unresponsiveness here, they're saying contact Pluto. I explained everything to them that we're dealing with and the rep seemed so 'matter of fact' about it. I asked him twice to make note of our concerns so it exists somewhere, and all he did was add a note to my account. Heaven knows how that will read because I explained a third time by that point that there's no more we can do to troubleshoot and I wasn't wasting my time doing the same old suggestions. Roku doesn't care. This is the hands-off finger-pointing I mentioned in a previous post. Roku and Pluto should be working together to resolve detailed technical app issues like this. This isn't my first experience w/ a problem and these type of responses from Roku.

Here's the number if you all want to try (unsure if it's an account-generated or ever-changing/indirect number like Google supplies but worth a try)

Good luck and godspeed, my fellow frustrated Rokuers!

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: my Pluto channel is not working on any Roku device in my home

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Hi Community Users!

We understand your frustration and how the situation was inconvenient. Don't worry; the Roku team is actively working on a fix, which will be resolved soon. 

To get us one step ahead and include you all in the ongoing investigation, we'd like to ask you for the information provided above this thread by @RokuTakashi to pass this along to the relevant team for further review. No worries; your data is safe here, and we'll make sure to value all these with the utmost protection so you'll feel secure with your details. 

We are anticipating your prompt response. 

All the best,
Emman

Emmanuel-D.
Roku Community Moderator
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I-Own-4-Of-Them
Reel Rookie

Re: my Pluto channel is not working on any Roku device in my home

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As I posted earlier:

When I opened the settings and then the tracker screen, I did not see anything called OS version or Channel build version on either screen. Are they called something else there?

 

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: my Pluto channel is not working on any Roku device in my home

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Great question, @I-Own-4-Of-Them!

The OS version, also known as the Software Version of your Roku, can be seen in Settings > System > About. The Channel Build version can be found by highlighting the app using the Roku remote and pressing the Star (*) button. In the upper corner, you will see the build version of the channel. 

I hope this clarifies everything.

Regards,
Emman

Emmanuel-D.
Roku Community Moderator
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Hotterman2
Reel Rookie

Re: New Roku streaming stick and Pluto TV not working, keeps going back to home page

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Totally rediculous. Been days and no solution. 

I believe there must be some kind of copy-write/contract fight.  How about fessing up and tell us whats up?

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