Solving playback issues

[Netcom]

BUMP -  I am watching THE MENTALIST using my TCL 4K ROKU T.V.

 Season 7 EP. 4 it played fine, both T.V's (same brand) and a stream stick with HDMI. all 3 play fine UP TO THIS EPISODE.

Want to play the next episode of S.7 Ep5 and then Kicks me back to S.1 Ep1 when I manually go to SELECT the last EP played S7 Ep4 (which is the last one I was able to watch) it sends me to S6 ep4.

Tried:

Unsave from watchlist, Con't Watching, and then uninstalled ROKU Turned off T.V and re installed ROKU, reset ROUTER to no avail. Same scenario as above.

Under Help section I was instructed to contact content provider and tell them that the episodes are not playing. LOL. Yeah; "Hey Simon Baker, your episodes are not loading after S7 Ep4, you think you and Lisbon could get on it, cause I want to watch it." That and there is no where I could find to actually send that message.

[RokuTakashi]

Hi @Netcom,

Thanks for reaching out here in the Roku Community!

We totally understand the issue you've encountered with content on The Roku Channel that kicks you back to a different episode. Also, we want to thank you for the actions taken to resolve the issue. Would you be so kind as to provide the following details below for us to work into the issue?

• Who is their ISP (internet service provider)?
• Where are you located?
• What is their IP address (from http://whatismyip.com)?
• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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).

The information you provide is essential to us. Your response would be much appreciated.

All the best,
Kash

[Netcom]

Model 55S405

Hardware 7105x - ROKU T.V

Software 12.0.0 build 412-30

What Is My IP?

My Public IPv4 is:
108.80.169.156
My Public IPv6 is:
2600:1700:c400:a740:b8ce:25db:8ba0:c848
My IP Location is:
Mobile, AL US
My ISP is:
AT&T Corp.

Went to THE MENTALIST show and tried the exact S and EP as above 5'x home 5x's Back

MODEL 7105X -ROKU TV

Serial YNOOT2208879 (9T683T208879)

Software V 12.0.0 Build 4182-30

GC V 9.5.513

Issue ID 79-336-690

Please Mask or advise if any sensitive content was published

Thank you

Netcom

[RokuTakashi]

Hi @Netcom,

Thanks for keeping us posted and providing the additional information.

With the information you gave us, we'll make sure to pass this along to the appropriate Roku team so they can work on this and resolve it as soon as possible. Once more information is available, we'll make sure to provide an update here in the Community.

Your patience and understanding are greatly valued in the meantime.

All the best,
Kash