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Recorders and Players

I cannot get my Roku to initiate the...

Resolved • Response time 19 minutes

16 Jan 2013

I cannot get my Roku to initiate the "play" on Glenn's talk show ...Roku support says I have to contact you... to see why I have this connection problem. All other programming works on my Roku......so they say it might be a problem on your end????? PLEASE HELP!!! MAGDALENE XXXXXXXX......XXX XXX XXXXX@XXXXXX.XXX (ps....I've got company coming to watch Glenn's Dream Labs....so please help me)

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16 Jan 2013

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Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Hello, my name is Rusty. I'll help you get back up and running as quick as possible. First, go to this site and make sure your account is current: http://www.video.theblaze.com/roku/ If you are current, go to this site on your computer: www.speedtest.net Run the test, and tell me your download speed in MB or KB. If your download speed is below 4MB, unplug your modem for 30 seconds, and plug it back in. This will reset your internet connection. This is most common with Comcast internet. If you are up to date, and your speed test is over 4MB download speed, come back here and tell me, so we can do some more troubleshooting.
16 Jan 2013
Customer reply
16 Jan 2013
down load speed said 5.77 and upload said .96
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Ok, that is fast enough for the channel to run. Did you verify that your account is up to date at the website I gave you? http://www.video.theblaze.com/roku/
16 Jan 2013
Customer reply
16 Jan 2013
yes I am a current subscriber
16 Jan 2013
Customer reply
16 Jan 2013
what do you need me to do now
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Ok, stand by while I check the availability of his show. Sometimes they go off the air without notice. Thanks for your patience, I'm looking now.
16 Jan 2013
Customer reply
16 Jan 2013
ok
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Ok, he's still on the air. There must be a problem with the way Roku is communicating with the Blaze TV channel. I need you to unplug Roku, and press the reset button for 30 seconds. The reset button is recessed in a small hole. Plug it back in, and try the Blaze TV channel again. Thanks for your patience. Troubleshooting isn't always quick. There is so much that can go wrong. As of this point, I have verified that: -Your account is good with BlazeTV -Glenn Beck is still broadcasting on that channel -Your internet speed is sufficient to download that channel Now it's time to look at the communication between Roku and that channel. The reset button should clear that up. Let me know how it works.
16 Jan 2013
Customer reply
16 Jan 2013
what and where is the reset button???
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Depending on your model Roku, it is either on the back with all of the cables, or on the bottom near the center. If you have trouble locating it, please tell me which model (XD, SD, etc...) Roku you have. It's in a tiny, paper clip sized hole.
16 Jan 2013
Customer reply
16 Jan 2013
I used a ball point pen to press it in the hole where it says reset...but I still cannot get it to play the show for today
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Are your other channels working properly? I am seeing that his show doesn't start until 5pm ET, which is 2 hours from now. Is it Blaze TV that isn't coming up, or is it just Glenn's show that isn't coming up?
16 Jan 2013
Customer reply
16 Jan 2013
I called roku support first and they had me check other proramming on my roku...they were working II get the 9:00am Glenn's morning show ...Pat and Stu....and also the 5:00pm show plus some of his other shows...it's an all day event. When I get to any past date on his shows and I click my way to the "PLAY" section I click on PLAY and it will not start the program
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
That's very strange that it's not playing past programs. Go to this website, and see if you can stream the show on your computer with your account. It should react the same way. If you can get it to play, see if there is a record button, and report back to me. If you have a laptop computer, please tell me that information. I'd like to make sure your day goes as planned with a work-around, since there seems to be a temporary problem between Roku and BlazeTV.
16 Jan 2013
Customer reply
16 Jan 2013
Rusty...that's what I do daily I have GB on all day on the Laptop and every know and then I watch the Blaze on Roku
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Ok, it seems that there is a problem with Blaze TV and Roku that I was unaware of. They use the same port as other programs, so Roku is confused as to what to download. It's like you click on Glenn, but it's looking for something else that isn't there. When you called Roku support, did they have you delete the channel and re-install it?
16 Jan 2013
Customer reply
16 Jan 2013
not recently....but about 2 mos. ago when I had problems with getting GB/The Blaze I think they had me do it
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Ok, that seems to be the way to do Blaze TV. It took a while to find that there is a conflict, and it seems to be only on that particular channel. Sorry it took a while to find it, but I finally got to where Roku representatives admitted the problem. Let's delete the channel and re-install it. Save these directions, because I think you'll need them again in the future, since BlazeTV is built with a flaw. From the Roku home screen, select the "Channel Store" icon. Use the up or down arrow button to navigate to the "My Channels" category (the top row), a list of channel you currently have installed. Using the right and left buttons on your remote control, select the channel you wish to remove. Select "remove channel." Select "yes" on the confirmation dialog box to confirm that you wish to remove the channel. You can now add the Blaze TV channel from the channel store. Tell me if this works out, and thank you so much for your patience.
16 Jan 2013
Customer reply
16 Jan 2013
Still not able to intiate the play button on today's show. This is what Roku hd me do last time and it worked then?
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Alright, there seems to be something stuck... Let's try deleting the channel, then reset Roku. This time during the reset, unplug everything, and hold the reset button for 1 full minute. Then, add the channel. Let me know if this new process works. I know this is frustrating, thanks for hanging in there with me.
16 Jan 2013
Customer reply
16 Jan 2013
What?? can you give me more details on how to do this...
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
Sure. First, from the Roku home screen, select the "Channel Store" icon. Use the up or down arrow button to navigate to the "My Channels" category (the top row), a list of channel you currently have installed. Using the right and left buttons on your remote control, select the channel you wish to remove. Select "remove channel." Select "yes" on the confirmation dialog box to confirm that you wish to remove the channel. Then, unplug everything from Roku, and hold the reset button down for 1 full minute. Then, plug everything back into Roku. Go back to the channel store, and add Blaze TV. What I'm trying to do is free up the port that is being saved right now, that is blocking 2 way communication between Roku and Blaze TV. Removing it will make Roku forget about the channel, resetting it will open up all of the ports, and re-installing the channel will allow it access to that port. It seems that when you deleted the channel and re-installed it, the port that it uses it was still in use, causing it not to connect. Blaze TV is still new to streaming, and is only available on Roku and Dish. Therefore, it's low priority for Roku to help them fix the flaw. Let me know if you have any luck with this method.
16 Jan 2013
Customer reply
16 Jan 2013
well finallllly....we got it working ...I had to call Roku back to find out how to enter the new code they gave me and she walked me thru it...............Thank you Rusty!!!!
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Audio Video Technician
You are very welcome! That was a chore, but I'm glad it's working for you! Is there anything else I can help you with? If not, please rate my service today. If the buttons aren't working, you can just reply with what you think I earned. Thanks for using JustAnswer!
16 Jan 2013
Customer reply
16 Jan 2013
You earned your salt today....Thanks again for your expertise You were great!!!!!!!
16 Jan 2013
Electronics Technician's response
16 Jan 2013
Rusty
Rusty
Thank you very much, and thank you for being so patient! This is not an info request
Rusty
Rusty
Audio Video Technician
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16 Jan 2013
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