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TWC APP goes back to Roku home screen after Authentication without message.

I have been using my Rokus to watch TWC for well over a year now without issue.  Starting about a week ago, when I click on the TWC App, the App opens, scrolls throught the Authenticating, Building (and other normal initializing stuff) then when it gets to the "Watch Live TV" screen, it immediately goes back to the Roku Home screen.

 

All other channels on the Rokus work perfectly.  Also, TWC app works perfectly on my android phone.

 

This issue exists on all 4  of my Roku units (Roku1, Roku3, Roku3 and Roku4) in my home.   I haven't moved, haven't changed routers, haven't changed my network in  any way.  Again, all other channels (including those requiring TWC authentication) work normally.

 

Representatives at both TWC and Roku have told me to remove the app, update the roku, reinstall the app.  I have done this on 2 of the units with no change.  Did for multiple reps just to humor them.

 

Result of calls to TWC are that they can't replicate so not their issue.  Calls to Roku have gotten me nowhere.

 

I can't be the only one experiencing this? 

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12 REPLIES
Boz
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Re: TWC APP goes back to Roku home screen after Authentication without message.

I wish I could help, but all I can do is report that the TWC TV app is currently working fine on (4) Roku 2 XS 3100R and (1) Roku Streaming Stick 3600R units in our house.

I'd suggest talking to TWC support and doing your best to get the rep to understand that the issue needs to be directed to a specialist with the TWC TV app.  The best bet might be to PM a forum moderator with you account info and a link to this thread.

Not applicable

Re: TWC APP goes back to Roku home screen after Authentication without message.

The is true in my case. Is there a long term answer?
Boz
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Re: TWC APP goes back to Roku home screen after Authentication without message.


Cparha813 wrote:
The is true in my case. Is there a long term answer?

Since the issue seems to be affecting only some TWCTV users, I suggest you PM a forum moderator with your account info and a link to this thread, and request that the issue be escalated to TWCTV specific/expert support.

Newcomer

Re: TWC APP goes back to Roku home screen after Authentication without message.

This issue has been going on for weeks.  Thought that posting here might do something, but not certain how to get a "moderator"  the one I sent a PM to never responded.

 

However, today I got persistant and just worked the Live Chat and then on to the phone for a couple of hours.

 

Seems they finally recognized as of yesterday that there is an outage.  Because they are in the midst of this Spectrum migration, they have no idea when they will have it resolved.  In the meantime, I am paying for a service that I have no access to because while I have several TVs in my house,  only one has a set top box.  The rest rely on that Roku App. 

Boz
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Re: TWC APP goes back to Roku home screen after Authentication without message.


JIMBETT wrote:

This issue has been going on for weeks.  Thought that posting here might do something, but not certain how to get a "moderator"  the one I sent a PM to never responded.

 

However, today I got persistant and just worked the Live Chat and then on to the phone for a couple of hours.

 

Seems they finally recognized as of yesterday that there is an outage.  Because they are in the midst of this Spectrum migration, they have no idea when they will have it resolved.  In the meantime, I am paying for a service that I have no access to because while I have several TVs in my house,  only one has a set top box.  The rest rely on that Roku App. 


That's a horrible answer.  Try http://forums.timewarnercable.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/67165 to PM a moderator.

Not applicable

Re: TWC APP goes back to Roku home screen after Authentication without message.


JIMBETT wrote:

I have been using my Rokus to watch TWC for well over a year now without issue.  Starting about a week ago, when I click on the TWC App, the App opens, scrolls throught the Authenticating, Building (and other normal initializing stuff) then when it gets to the "Watch Live TV" screen, it immediately goes back to the Roku Home screen.

 

All other channels on the Rokus work perfectly.  Also, TWC app works perfectly on my android phone.

 

This issue exists on all 4  of my Roku units (Roku1, Roku3, Roku3 and Roku4) in my home.   I haven't moved, haven't changed routers, haven't changed my network in  any way.  Again, all other channels (including those requiring TWC authentication) work normally.

 

Representatives at both TWC and Roku have told me to remove the app, update the roku, reinstall the app.  I have done this on 2 of the units with no change.  Did for multiple reps just to humor them.

 

Result of calls to TWC are that they can't replicate so not their issue.  Calls to Roku have gotten me nowhere.

 

I can't be the only one experiencing this? 


No, you are not the only one experiencing this. I received the same advice from TWC, and it didn't work for me either. They asked for every conceivable tech spec (including the model numbers on my modems), but had no answer.

 

Well, today I found the answer on my own. You have to do a FACTORY RESET of the Roku, then re-install and re-initialize all the apps.  This has restored functionality to the TWC app on both of my Roku units (a 4 and a streaming stick).

 

Good luck!

Newcomer

Re: TWC APP goes back to Roku home screen after Authentication without message.

I was sceptical that this would work.  Considering all that I had done, it seemed inconceivable that a simple factory reset would work, but it only takes about 15 minutes, so why not try?!?

 

Unfortunately, the factor reset didn't work either.

 

Particularly since they admitted to me yesterday that they were experiencing an outage.  I am very certain that for me this is a TWC/Spectrum outage that effects only the TWC App and only in some networks.  

Observer

Re: TWC APP goes back to Roku home screen after Authentication without message.

I also did the Roku factory reset with the modem and TWC reinstall and still have this same problem. I have been posting about this issue in another discussion thread also. Have been dealing with this on 2 Rokus on 2 different sets and have gone through  tech folks both b  phone and chat. Numerous resets and reboots.. I got an answer from a private note from the Help group that the issue was escalated to the experts last Monday. No answers so I sent a private reply today asking about progress and the note is still sitting in their inbox not opened. This is really getting old and with their router, phone service, two boxes, modem and internet running around $160 a month I am growing less fond of this "service" especially when they can't even reply to the "private" note. I feel deserted. Something changed in the past 2 weeks...perhaps trying to drive customers to pay more for additional boxes.

Altok

Not applicable

Re: TWC APP goes back to Roku home screen after Authentication without message.

Sorry to hear that the reset didn't work for either of you. A question, though: After you reinstalled the TWC app, did it require you to login anew? Over in another thread, one user solved TWC app problems by changing his TWC userid, so that when he reinstalled the app, he had to login with the new identity.