Forum Discussion

lcjones21's avatar
lcjones21
Newbie
3 years ago

not launching britbox. been happening for the last week

Has anyone else been having problems launching britbox on their roku tv?  My subscription has been paid for the year and i have not been able to access britbox for over a week.  Contacted britbox; th...
AKW's avatar
AKW
Reel Rookie
3 years ago

Device: Roku TV 5120X TCL 32S3750

Serial: 2N006E345914

Device ID: 5MK046345914

Software OS: 11.0.0 Build 4193-08

Tracker ID: 14-447-818

Started 1-2 weeks ago, happens when I click on BritBox channel, it gets as far as partially loading the BritBox home screen and then fails and returns to the Roku home screen

I saw the response to an earlier poster about OS version, so I manually had it search for updates. It said my device is up to date (last update date shows as May of this year) and didn't update the OS.

bakersdozen's avatar
bakersdozen
Binge Watcher
3 years ago

I see there are others with the similiar issue of Roku kicking out Britbox; however, I do not see the answer I received from Britbox. The two Support Rep's I chatted with stated Britbox has a fix for this issue. The fix must be approved by Roku before it is loaded. For me, this issue has been ongoing for 2 months. I do not care where the fault lies, I just want it resolved. I am tired of paying for a service I can't stream. I am ready to chunk my Sharp Roku TV and devices try another brand.

  • bakersdozen's avatar
    bakersdozen
    Binge Watcher
    3 years ago
     

    Here is a picture of the info you asked for Mary:

  • bakersdozen's avatar
    bakersdozen
    Binge Watcher
    3 years ago

    HELLO ALL!

    Not sure how long it will last, but I have access to Britbox today!!  Yeah!!  I hope it is a permanent fix to the loading issue!!

     bakersdozen

  • Rick21's avatar
    Rick21
    Newbie
    3 years ago

    My issue is identical to yours...with the identical response by Brit Box. The issue has gotten worse over the past several months (I used to be able to get on occasionally...now I can't. I pay through ROKU. We have a different brand of TV...so don't scrap your Sharp TV. It's not the TV, it's either ROKU or Britbox.

    I'll give it another month before I quit the Britbox subscription.

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

    Hi bakersdozen Rick21,

    Thanks for posting in the Roku Community!

    We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

    • 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

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


    Best regards,
    Mary

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

    Hi bakersdozen,

    Thanks for keeping in touch and providing the additional information.

    We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to let the Community know.

    We appreciate your patience while we investigated this issue.


    Best regards,
    Mary

  • bakersdozen's avatar
    bakersdozen
    Binge Watcher
    3 years ago

    Mary,

    BTW or FYI - When I started having issues, over 2 months ago, I used troubleshooting ideas from Roku. 

    One of them was to do a manual software update.  I performed that function and Britbox was one of the apps that updated.

    I did another manual update today, 12/13/2022 at 5:35 pm.  It shows todays date and time as Last Checked.

    However, I noticed that my Last Software Update date is May 3, 2022,

    I know that Sling is one of the apps that updated today. Shouldn't the Update Date Change also?

    bakersdozen 

  • Nope20's avatar
    Nope20
    Channel Surfer
    3 years ago

    I was also able to get in after almost 2 months without access. I already cancelled my subscription. If I did renew, I would not do annual again. 

  • bakersdozen's avatar
    bakersdozen
    Binge Watcher
    3 years ago

    I won't renew annually either Nope20 .  Britbox assured me I will receive a 2 month credit, but we will see!

    bakersdozen