courses unavailable on roku and fire tv
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anyone getting errors saying courses are currently unavailable on the roku and firetv apps?? iphone app works fine. i am using quad9 for my dns. odd my iphone can stream but my roku and firetv curerntly get that error. yes my iphone is on the same network also not lte
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I've been getting connection issues since about Monday (March 4, 2019). At first I thought it was only my Roku experiencing a problem, but I'm also getting problems on iOS.
I have rebooted my Roku, my Wi-Fi router, and my Fios modem, but the problem persists. The problem is recurring, but not consistent. I don't get problems with other services, like YouTube or Hulu.
I sometimes get this error message as soon as I start up the ITPro TV Roku app:
If I don't get the above error message, then I sometimes get this message when trying to get a listing of content:
Sometimes, instead, the Roku app is just slow and says "Retrieving..." for 10-30 seconds.
On iOS, I don't get error messages. Instead, sometimes it's just dog slow getting a listing of courses and/or course content.
On both Roku and iOS, I sometimes only get a partial listing of a course's content.
I don't experience any problems actually playing video.
Since I signed up for ITPro TV two months ago, the servers have felt slow, but this past week is the first time I'm getting actual errors.
Based on the symptoms I've experienced, if I worked at ITPro TV I would first check for database performance issues, then I'd check for web/rest server performance issues.
It seems like ITPro TV's servers are overloaded when trying to retrieve course metadata, which is likely sitting in a relational database. That's why I'd check database performance first. It feels like the video content sits on an entirely different server—perhaps Amazon S3—because the video streaming has no problems whatsoever.
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I have been off the air with my Roku for the same time period, same error. Please fix this.
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I've forwarded this to our team. They are notified.
I would have replied sooner but I was a bit busy with the free Cisco weekend for the past 48 hrs.
Someone will post back here to you. -
This has been forwarded to our team. Someone will update here too.
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We have been working diligently to restore our live stream issue on these 2 apps. It is working on the desktop/mobile browser experience. At this time, we have reached out to our streaming service and are continuing to resolve this as soon as possible. Thanks for your patience!
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@Ryan-Earls said in courses unavailable on roku and fire tv:
We have been working diligently to restore our live stream issue on these 2 apps. It is working on the desktop/mobile browser experience. At this time, we have reached out to our streaming service and are continuing to resolve this as soon as possible. Thanks for your patience!
I don't watch the live stream. I can't speak for the others in this thread, but the problem I'm experiencing is NOT a video playback problem. There's a problem with getting a listing of courses and a listing of videos for a particular course.
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I have validated and saw our live stream (currently showing loop of Technado vidcast) on the Roku just now after our vendor had to make an adjustment. If you have content issues other than the live stream, please chat in to our Member Services team so we can address for you.
Respectfully,
Ryan E -
Same issues here and more on Roku. This app is a mess.
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Things were mostly good for me this week, so I wasn't about to complain to @Ryan-Earls about fixing the wrong problem (i.e. nobody was complaining about the live stream). But today I again got the "Can't connect to video service" error message immediately upon launching the Roku app.
Again, this error message appears immediately upon launching the Roku app, not when attempting to watch a video.
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@James-Parsons @Brian-Smith-1 Apologize for the confusion as we were unable to reproduce the issue with many attempts over several days. I alerted our service provider. They are investigating as I type this and we hope to resolve the errors as soon as possible. This is only being reported on the Roku and Android apps. You may use the mobile browser if you have access on these devices. We understand the bad experience you're having and both our Roku and Android apps are being re-written completely in 2019 to mirror our flagship iOS app experience. If you need more immediate assistance in the future, please use our chat feature to get a Member Services team member within ~5 minutes during most business hours.
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Thank you for the update @Ryan-Earls
Looking forward to the redesigned Roku app.