Solving playback issues

[Stanley-1985]

Hey 

the issue we are having is the app loads fine but when selecting anything it say “ An error has occurred. Please try again later. Error-mediaplayer16

we have tried removing app and reloading.

we have checked for software updates 

grabbed our other Roku device and it plays fine on it 

[RokuTakashi]

Hi, @Stanley-1985 

Thanks for posting, and welcome to the Roku Community.

We understand your concern regarding the error code that appears when trying to access the CBC Gem app on your Roku 3, and we're here to assist. Since you have performed the troubleshooting step with the app, we recommend updating your Roku device to the latest software.

Follow the instructions below to manually check for software and app updates.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Software update
5. Select Check Now to manually check for updates

• The System update screen displays the current software and build version, along with the date and time of the latest update.

If there is new software available or there are updates for your apps, then your Roku device will download and install them automatically and once completed, your device will reboot. For more information, you can visit this support article on How to update the software on your Roku streaming device

We hope this works, and let us know if you have further concerns or inquries.

Best wishes,
Kash

[Kvtelynn]

Having same issue. Rokus suggestion did not work

[Fishsarahg17]

Updated software. Still can’t watch Gem 

[Kvtelynn]

Hey so after investigating cbc gem is only free on your phone and laptop. If you want to stream on roku you need to sign up for cbc gem plus. hope this helps! 

[Salal]

I followed the directions. It said updates were up to date. I went back and logged in again. As soon as I clicked on CBC Vancouver Hockey that message appeared again. Any other suggestions?

Regards,

David

[Salal]

Thanks for your reply. I'm signed up for Gem and CBC. Logging in from my desktop and all is well. Same story for my Lenovo tablets.

I signed up last year and all was well on the TV with Roku too. 

Thanks for your time.

[RokuTakashi]

Hi, @Salal 

We appreciate your post here in the Roku Community.

In this regard, we would recommend reaching out to CBC Gem's support directly and inquiring for a workaround. Most channels on the Roku platform are managed and maintained by the channel provider, and their support can provide a workaround for a specific issue or develop an update to resolve any issues within their app.

For more information, you can visit CBC Gem - CBC Help Centre

We hope this will be sorted out soon, and feel free to reach out to us if you have further concerns or inquiries.

Best wishes,
Kash

[RokCom-vkc]

I have tried these and no change. Also contacted CBC gem. All they say is that they are looking into the issue but no solutions. 

[RokuTakashi]

Hi, @RokCom-vkc 

Thanks for posting, and welcome to the Roku Community.

We appreciate your efforts in performing the troubleshooting steps and reaching out to the channel provider. For this matter, we would recommend keeping in touch with the channel providers and requesting an update to fix the issue within their app. Issues within an app are solved with an update by channel developers.

We hope this will be sorted out soon.

Best wishes,
Kash