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Why-PuckYou's avatar
Why-PuckYou
Channel Surfer
10 months ago
Solved

Sling not working on Roku Ultra

Sling no longer works on my Roku Ultra but works on 3 other platforms - iPhone, Xbox, and desktop/laptop computers. I’ve uninstalled the app and not only restarted it, I actually did a factory reset ...
app playback
  • Why-PuckYou's avatar
    Why-PuckYou
    9 months ago

    In the evening of 10/22/2024 I tried opening Sling TV and it started working again.

    I hadn't noticed any updates. Roku says the last system update was on 10/9/2024 and the Sling app is showing version 8.132, build 17195.  Maybe Sling has updated since I last checked after 10/9/2024 and before 10/22/2024, but I don't recall the details of the version numbers during that time.

    Anyway, it's working again.  This can be "closed" as far as I'm concerned.

Endymion's avatar
Endymion
Channel Surfer
10 months ago

I am having this EXACT issue on MULTIPLE Roku Ultras (4670x and 4802x). I am a new Sling customer who has pre-paid 3 months (and waiting on an AirTV2), Sling says the issue is "With the Roku hardware" and Roku support of course says it's the Sling App (which I'm sure it is). Both sides send me back and forth to one another, and claim to be "escalating" the issue, but nothing happens. Sling works fine on my PC, and my android Phones and tablet, but not TWO DIFFERENT Rokus....getting any kind of actual support is near impssible from either end.

RokuCarly's avatar
RokuCarly
Community Moderator
10 months ago

Welcome to the Roku Community, Endymion!

We appreciate you letting us know about the playback issues you've experienced on the Sling app on your Roku Ultra streaming devices. 

The team is aware of this issue and is currently investigating it. We'd like to include your device in the process. In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

  • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
  • Tracker ID (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)
  • Channel build version.
  • Specific troubleshooting steps you've tried so far.

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Warm regards,
Carly

  • Endymion's avatar
    Endymion
    Channel Surfer
    10 months ago

    RokuCarly I've got 2 units exhibiting the problem, but I'll start with the first one and put the other in another post.

    Model: 4670x

    Serial: YJ007G740559

    Device ID: KW9987740559

    Software: 13.1.4 Build 1512-46

    Tracker ID: 59-368-217

    Couldn't get the tracker ID to appear punching in the code when the issue was actually happening real-time, had to go back to the menu first then issue the command to get the tracker ID, hopefully this is also fine.


    Sling Build Version: 8.129 Build 16850

    I've rebooted (both from the "restart" option, and a "hard reset" by pulling power for 60+ seconds and plugging back in.

    I've tried removing and reinstalling the channel app, and checking for updates, as well as doing reboots in between these things at times, I've probably done that 10 times or more in various orders.

    I've also rebooted my modem and router multiple times (that process takes 20-40 minutes because my ISP can take up to 30 minutes for a full modem reboot cycle on both ends, and my router takes 10 or so itself and has to be done once the modem is back up, so I'd rather not be asked to do that a bunch (Both Sling and Roku have asked for it a few times before).

    I've reported the issue to Sling who claims to be "escalating it to the dev team" but with no timeframe for resolution.

    It should be noted that all other channels I use work fine (YouTube, Netflix, Hulu, etc.)

    My Roku does have a 32GB MicroSD card inserted, and I've tried these steps with and without it being present, with no change as well.

     

    Thanks for your time and attention,

    Endy

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      10 months ago

      Hi, Endymion!

      Thank you for providing us with the requested details precisely. 

      Rest assured that I have forwarded these details to the appropriate team for investigation. No worries! Once I've received updates regarding this case, I'll post them here.

      Thank you for your continuous patience and understanding as we work on this.

      Warm regards,
      Carly

      • Endymion's avatar
        Endymion
        Channel Surfer
        10 months ago

        Hi, RokuCarly,

         

        As soon as I get a chance, I'll swap in the other model (a newer 4K Roku Ultra) that has the same problems, and list it's info as well, should be largely the same though other than device ID serial and probably specific build.

         

        Thanks,

        Endy