Solving playback issues

[CarolynA2]

I have Viaplay annual plan  through the Roku channel - not the separate Viaplay Channel through the store.

Watching The Protectors and suddenly in S2 E3 the subtitles started lagging the action and then disappeared altogether at about 14 minutes.

Have had no subtitle issues in this series previously.

I restarted my Roku player but the issue persists with this episode.

Suggestions??

[RokuERey]

Hi @CarolynA2,

Thanks for the post!

We appreciate you bringing this to our attention, and we'd like to learn more about it.

It could be possible that the app itself receives an update. Try to see if there's an available one by highlighting the channel tile and pressing the * button, and you will be prompted to choose options. Look for Check Now.

If you have no luck, we suggest reaching out directly to the channel support team and seeing what they can suggest about this. Most of the channels on Roku are managed and maintained by the channel providers themselves.

Please get back to us if they are able to resolve the issue.

Thanks,

Rey

[CarolynA2]

You refer to "channel support team". How/where?  I ended up here from the Roku Channel website Support section. It just has FAQ & questions. Neither the website nor the app has a contact support option.

The Viaplay via Roku Channel tile has no contact support option either. And Viaplay didn't support the issue I had in March because it wasn't through them.

Note: I tried the tile/* and the Restart Channel option took me to the Roku Channel tile directly. There was no change to the lagging subtitles.

Unrelated: while trying to find something else to watch on Viaplay through Roku Channel I tried Sandhamn Murders - and found Season 3 was missing Episode 1. Roku Channel is definitely not supporting the Viaolay they offer.

[RokuERey]

Hi @CarolynA2,

Thanks for keeping us posted!

Please be advised that Roku only hosts the channels available on the platform. Content and channel updates are directly managed by the channel providers themselves.

Any cases or issues must be reported to them directly. You can contact them here at ViaPlay Support.

Please let us know if they're able to resolve it. Thanks!

Regards,

Rey

[CarolynA2]

No, in this case the content is subscribed to *through the Roku Channel*, not selected from the streaming channel store. Like go into the Roku Channel app on my Roku device and subscribe there.

Very early in my subscription I had a problem with missing episodes in another series - and Viaplay was unable to address it.

[RokuCarly]

Hi @CarolynA2,

Thanks for clarifying!

We completely understand your point and apologize for the inconvenience this may have caused you. Rest assured that we already forwarded your concern to the appropriate Roku team for further investigation. In the meantime, your patience and understanding are highly appreciated by our team as we look further into it. 

Feel free to contact us again if there's anything else you'd want us to address and we'd be more than willing to listen and take immediate action as your satisfaction is essential to us.

All the best,
Carly