Solving playback issues

[tony_v]

Hello,

Last night we started experiencing an issue with Univision NOW Live streams not working.

The shows that are not 'Live' load and play fine.

The Univision NOW android mobile app 'Live' streams work fine.

We've tried to log out of the profile, uninstall the app, and restart the Roku, but we are still experiencing the issue.

We were thinking there may have been a recent update to the Roku app that is causing the issue?

Any help resolving the issue would be greatly appreciated!

[RokuJohnB · Accepted solution]

Hey @tony_v,

Greetings from the Roku Community!

If the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the problem and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel likely needs to be addressed with an update from them.

Please let us know if there's anything else that we can do to assist you.

Best,
The Roku Community Team

[tony_v]

Got it, thank you!

[RokuJohnB]

Thanks for keeping us posted, @tony_v!

Just wanted to drop you a line to say that if you are still having trouble or feel like your issue has not been fixed, please let us know. 

And don't forget, you can always get help at support.roku.com when you need it.

The Roku Community Team

[Jasminerose]

My Roku is having the same problem BUT out Roku TV is fine. I reached out to Univision and they said it was a Roku problem. 

[tony_v]

Hi John,

We're still experiencing this issue.

We put in a ticket with Univision to see if they can resolve it from their end.

I just saw a message from another user here (Jasminerose) that Univision is indicating it's a problem on Roku's side.

Would you be able to create a ticket to find any potential issues on your end?

Thanks

[RokuJohnB]

Hey @Jasminerose @tony_v,

Thanks for the update!

We want to investigate your problem with the Univision Now channel since the live stream is not working. Could you share a photo or video clip with us?

We'll wait for your response.

Thanks,
The Roku Community Team

[Jasminerose]

The Roku reply only lets me upload pictures but I do have a video of how the live tv won't work but streaming will. I uploaded it to YouTube so I can link it. I hope it helps figure out what's going on. 

https://youtu.be/mpB9FvMroqs?si=Fs0dstIo2w4_tAaO 

[tony_v]

This is exactly what's happing with ours too! 

[RokuJohnB]

Thanks for sharing the details, @Jasminerose and @tony_v,

We want to take a closer look into the issue you had with the Univision now live stream since it was not working.

Can you please provide the following information below?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We look forward to hearing from you and looking closely into this issue.

Thanks,
Roku Community Team