Roku mobile app

Help with the Roku Mobile app on Android and iOS, adding channels, using remote control functionality, playing content from The Roku Channel, using Play on Roku, mobile private listening, and more.
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Gettheskinny
Level 7

Re: IPhone 14 Pro Private listening crashes Roku app

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I had done a backup/restore of my phone within a week of purchasing my new phone--for a different issue. I discovered the Roku problem after that, but since I had already done a backup and restore for something else, I'm pretty sure that particular solution won't work for me either.

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Remington99
Level 7

Re: IPhone 14 Pro Private listening crashes Roku app

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I had an Apple rep walk through fully deleting the app, and a backup/restore and it still does not work.  Apple has concluded that the Roku App does not fully support iOS 16 and it is "up to the vendor of the app" to fix it.

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RokuDanny-R
Roku Employee
Roku Employee

Re: IPhone 14 Pro Private listening crashes Roku app

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Hi Community users,

Thanks for the posts.

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

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • brand, model and current OS that the mobile device is running
  • version of the Roku mobile app that your mobile device is using
  • 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.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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V1User
Level 7

Re: IPhone 14 Pro Private listening crashes Roku app

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Thanks for the reply @RokuDanny-R

IMG_5172.jpg

My Roku devices and iPhone 8 Roku app were working fine until I upgraded to iPhone 14.

Now my iPhone app no longer discovers devices on my network and if added manually, the app immediately crashes when I click on the private listening button.

Something is definitely awry.  I changed nothing but the iPhone in my setup.

UPDATE: my iPhone 8 still works without issue although I'm not using it for making calls 😉

UPDATE: I updated the iPhone 14 to iOS 6.2 and noticed no improvements BUT I now see the following error in the Roku app every time I browse for devices:

IMG_5185.PNG

I've also confirmed that both the iPhone 14 and Roku TV are on the 192.168.86.x network.

THEN, when I attempt to connect manually, the app suggests I'm on a completely different network:

IMG_5186.PNG

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vatking-3
Level 7

Re: IPhone 13 Private listening crashes Roku app

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  • Roku device model: TCL Model 50S423
  • serial number: YN00NN210966
  • device ID: J3988N210966
  • Software OS/version: 11.5.0 • build • 4312-30
  • Apple iPhone
  • iPhone 13
  • iOS 16.1
  • version of the Roku mobile app that your mobile device is using - where would I find this info?
  • steps to reproduce the issue you are seeing - When the headphone icon is clicked or by clicking  Private Listening in Settings.
  • The error message blinks on and the app crashes before the message can be read.
  • Has been working fine since I got the phone a few months ago.
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RokuDanny-R
Roku Employee
Roku Employee

Re: IPhone 13 Private listening crashes Roku app

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@V1User @vatking-3

Thanks for the posts and providing us with the requested information.

I have passed along your concern and details to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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StomakMonkee
Level 7

Re: IPhone 14 Pro Private listening crashes Roku app

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I agree. Same boat. Just did a full restore which may or may not have caused this. Cannot imagine another backup/restore being the only solution rather than a company just fixing their app for a problem they had just a year ago. There’s no way I’m implementing that drastic of a fix for a “maybe” solution. There’s also no way I’m recommending Roku to my customers, family, or friends anymore. 

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noahphex
Level 7

Re: IPhone 14 Pro Private listening crashes Roku app

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Experiencing the same issue on my wife’s iPhone Pro Max running 16.2 and latest Roku app. The Roku is a 3810X with 11.5.0.4312. 

If she activates private listening it crashes the Roku app immediately. Same with tapping  on the headphone icon.
 

I have the exact same model iPhone and app and it works for me. 
 

We’ve tried powering off and on the Roku, the phone, resetting the Wi-Fi on the iPhone, reinstalling the Roku app, deleting the Roku cache, and string the Roku audio to Stereo. No luck! 

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Remington99
Level 7

Support has gone silent - can I lookup a support ticket online

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I submitted a support ticket regarding the issues the Roku App is having with iOS 16.x - aka the app crashes (there are many posts in the community regarding these issues).  Initially support responded wanting serial number, OS level, etc, and I responded to all of that.  Now support has gone silent.  Despite several inquiries by e-mail requesting an update, I have heard nothing.

Is there a way I can lookup my support call on-line to see what activity there has been?  I would be happy if they simply responded saying they are working on the problem.  Or better still, provide a rough estimated fix time.

It may be that their engineering group is struggling with iOS 16, however silence is never the answer.  For all I know, they aren't working on the problems at all.  Robust communications is always the right choice.  If they are inundated with people creating support calls for iOS 16.x (which may be the case based on the community postings) then they could issue a blanket statement letting everyone know they are working on the issues.

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RokuDanny-R
Roku Employee
Roku Employee

Re: IPhone 14 Pro Private listening crashes Roku app

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@StomakMonkee @noahphex

Thanks for the posts.

Can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • 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 
  • when did you start seeing this issue occur

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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