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SteveNorcross's avatar
SteveNorcross
Channel Surfer
5 years ago

NESN App downloand but will not play when "Watch Now" is clicked

My cable provider is COX.  I followed the menu driven procedures and added the NESN app to ROKU on my TV and have COX verified on ROKU in the "Manage TV Provider" section.  When I click on the NESN app on my TV it brings me to the NESN screen and it shows the title of what NESN is currently broadcasting.  When I click on the "Watch Now" button in the lower left corner of the TV screen nothing occurs.  Why wont the program play.  I contacted COX and went through all of this with them extensively and they checked and said everything was working as it should on their end and they did not understand why it wasn't playing and advised me to contact Roku.  So here I am.  Please help.

Steve

29 Replies

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    5 years ago

    Hi SteveNorcross,

    Thanks for reaching us.

    Have you tried removing the NESN channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote, and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the NESN channel back once more. Does this clear up the issue you are seeing?

    Please keep us posted.

    Thanks,

    Mary

    • Mfitzg07's avatar
      Mfitzg07
      Newbie
      5 years ago

      RokuMary-F I am also having the exact same issue as SteveNorcross . I uninstalled the app, restarted the system, installed the app again, signed in with tv provider, but still the same issue. App opens fine, but clicking on the watch live does nothing, and sometimes crashes the app 

    • SteveNorcross's avatar
      SteveNorcross
      Channel Surfer
      5 years ago

      I have removed the app and reinstalled and it does not solve the problem.  I did this twice.  If you have any other suggestions I will try those.  Thanks.

      • Jmelli's avatar
        Jmelli
        Newbie
        5 years ago

        I’ve also tried a system restart and app removal and re-installation. All software is also up to date. Connecting to both Cox and Xfinity yield the same result, ‘Watch Now’ button doesn’t work. Trying to watch the Bruins game on the NESN app on iPhone is showing issues as well so my guess is that this is a network problem. 

    • SteveNorcross's avatar
      SteveNorcross
      Channel Surfer
      5 years ago

      This does not work.  And by the way, there is no updated nesn app, it still is version 1.1 dated Sep 8, 2020.

  • MonteBelmonte's avatar
    MonteBelmonte
    Newbie
    5 years ago

    Anybody figure this problem out? The same thing is happening to me while trying to watch the Sox 

    • SteveNorcross's avatar
      SteveNorcross
      Channel Surfer
      5 years ago

      Roku punted and told us to work it out with NESN ourselves.  I haven’t gotten around to it yet.  If you have success please let me know.

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        5 years ago
        SteveNorcross wrote:

        Roku punted and told us to work it out with NESN ourselves.  I haven’t gotten around to it yet.  If you have success please let me know.

        Roku provides the platform on which the channel apps run, but the channels themselves create and maintain their own apps, with customized versions for each platform on which they run.  Roku "punted" it to NESN because NESN is the only one that can fix a problem with their app.  

  • NESN's avatar
    NESN
    Binge Watcher
    5 years ago

    Good Morning, 

    We apologize for the issues you have experienced, as of today NESN has released a new app version in ROKU that addresses the issue you're experiencing. Please make sure to update the NESN channel in ROKU so you will have the latest App update. if you have any more questions or concerns please create a ticket in the NESN customer portal https://nesn.atlassian.net/servicedesk/customer/portal/11/group/-1.