Discussions

[Matthew77]

My wife and I like to binge Forensic Files episodes.  Something changed last night and the seasons and episodes are all listed in descending order.  When she is trying to watch them they play in the wrong order, episode 4 will finish and episode 3 begins playing next instead of going on to episode 5.  I can't find anything in the controls that will let us reverse the order.  We have not noticed the issue with any other shows so far.

Any suggestions as to what the problem is or how it can be fixed?

[RokuERey]

Hi @Matthew77,

A warm welcome here in the Roku Community!

We appreciate you alerting us to the content issue you're experiencing, and we'd want to know which channel you're experiencing it on.

Kindly update us!

Regards,
Rey

[Matthew77]

Thanks for your response.  It is happening on the Roku channel.

[RokuJechealR]

Hi @Matthew77,

Thanks for response!

We would be more than happy to investigate further, but we will need further 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 or 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 five times, followed by the Back button five times, and provide us with this ID)
• steps to reproduce the issue

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

We look forward to working with you to help resolve this issue.

All the best,

Chel

[Matthew77]

Roku Device model 3960X Roku Express

Serial number X02600E794C0

Device ID S0KC336794C0

It occurs on The Roku Channel (We have not seen it on any other channels)

It seems to only affect The Forensic Files, no other shows have exhibited this behavior.  The channel has been correct until 2 days ago when the problem presented.

The version is 9.3 build 10

Issue Report Tracker

Software version 12.5.0 build 4178-ED

GC version 10.4.45

ID C0-006-766

I'm not certain if there is any relevance but we have a second TV with a separate Roku Express connected to the same WiFi and the Forensic Files are listed in descending order (opposite of chronological order) as well.  It doesn't appear to be Roku device specific.

Thank you for your assistance.

[RokuJechealR]

Hi @Matthew77,

Thanks for the response!

Please note that we have passed along your concerns and information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread.

Your patience and understanding in the meantime are much appreciated.

All the best,

Chel

[RokuMary-F · Accepted solution]

Hi Community users,

Thank you for reporting this issue to the Roku Community!

We believe this issue has now been resolved. We suggest you try watching content on your Roku device to see if you are still experiencing the issue you are reporting. We will be closing this discussion now as we believe that most, if not all, of consumers have resolved this problem.

If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

We're going to mark this post as solved and lock the thread. Thanks to everyone who reported this and for your patience while we worked with the channel partner to find a resolution.

Happy Streaming!

Roku Community Team