Channels & viewing

[Jtp_96]

Roku Ultra 4802X

Serial X01000X88MXH

Version 11.5.0 build 4312-C2

Device ID S0DA22388MXH

Issue ID XH-095-228

Steps to reproduce: Select Pluto TV app icon on home to open. I get the Pluto TV splash screen then it crashes back to home.

[theMezz]

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@RokuMary-F wrote:

Hi @theMezz @njgirl54,

Thanks for reaching out to the Roku Community.

We appreciate you letting us know about the playback issue you are experiencing with Pluto TV.

Please be aware that the Pluto TV channel had a service interruption that impacted all streaming devices and we believe the issue is now resolved.

We would recommend checking to see if you are experiencing an issue and please don't hesitate to keep us posted.


Best regards,
Mary

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  NOT RESOLVED

[makaiguy]

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@theMezz wrote:

...

Restarted the TV.

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Note that if this is a Roku TV with "Fast start" enabled, turning the TV off/on only puts it in/out of a low power standby state and does not result in a full memory cache clearing restart.  A full restart can be achieved via menu path Settings > System > Power > Restart system.

[theMezz]

Fast Start is off

Also TCL tech support showed me how to clear the cache (via phone) with a button on the bottom of the TV. We unplug the TV, push the button on the bottom of the TV (under the TCL logo template), hold for  30 seconds and plug back in. TCL tech says that clears the cache totally. 

[Droobie]

Use Sling, Roku TV, or another free tv streaming app until PlutoTV fixes their app. 

[Wodstock]

Still broke.

[RokuMary-F]

Hi @Jtp_96,

Thanks for providing the information needed.

We appreciate you for letting us know about the playback issue with Pluto TV.

Rest assured that we have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

We are working diligently to attend to your concern as soon as we can and ask that you bear with us as we manage this issue.


Best regards,
Mary

[RokuMary-F]

Hi Community users,

Thank you for reporting this Pluto TV playback issue to Roku Community!

We are currently aware and our engineering team has been investigating this issue closely.

In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• 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)
• steps to reproduce the issue you are seeing

Thank you for your kind understanding while we manage and investigate this playback issue.


Best regards,
Mary

[Sukatan]

Model: 7138X - Roku tv

Serial number: YS00H2918305 (L4V9DH918305)

software version: 11.5.0 build 4312-30

Issue id 05-095-982

Steps to reproduce: open Pluto tv channel and it shows the Pluto splash screen logo and then it closes and goes back to Roku channel menu.

Have rebooted the Roku via system menu and check for updates. Roku is up to date.

[RokuMary-F]

Hi there @Sukatan,

Thanks for your first post in the Roku Community!

We certainly understand the issue you are experiencing with Pluto TV and we apologized for any inconvenience this has caused.

We'll share these details with the appropriate team for further investigation.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary