New Member
•
8 Messages
Guide
I have 5 TVs- 4 use Roku devices (not sticks) and 1 is a Roku TV. On 3 TVs using devices, when I view the guide the show I’m currently watching goes black/silent- it doesn’t continue to play in the background while I search the guide. On 1 TV with a Roku device and the Roku TV, the program continues to play in the background while I search the guide- I can hear and see the program in the background behind the guide. All TVs are on the home network. My wi-fi signal is excellent. I have been through tech support about 6 times. I’ve updated Roku, restarted/reset Roku, updated the DStream app, tech support updated it on their end (more than once), uninstalled/reinstalled the app, and restarted my modem more times than I can count. There has to be a fix for this.
Comments were turned off on my original post. DTV told me to check compatibility of the Roku devices. Two of the Roku model numbers are 3930X and one is 3930RW but from what I've read these are exactly the same and the letters after the numbers only indicate where the device was purchased (in store vs. online). The 3930 model is compatible with Direct Stream. Two of the TVs are in the same family room/bar area - one is working as it should and one isn't. This makes zero sense.
Jrandomuser
ACE - Expert
•
1.2K Messages
4 years ago
I believe earlier reports indicated this behavior had to do with the performance of the particular Roku device - newer (more powerful) devices were able to display both the guide and the video stream at the same time, while some less powerful devices couldn't. I don't know if that is your issue. (Nor do I understand why some people consider this an important feature, but different strokes...)
0
0
jamielg
New Member
•
8 Messages
4 years ago
It's an important issue because it's how it's supposed to work. If I'm watching the news and want to check the guide but continue to listen to the news while I scroll, I'd like for it to work as it should.
For what it's worth, one of the devices that isn't working is brand new, one is about 6 months old, and the third within a year. The one device that is working correctly is over 5 years old- same model number as the others.
I don't recall asking for an opinion, just for assistance. But thanks for your two cents.
0
0
Ludwick577
ACE - New Member
•
3.7K Messages
4 years ago
Which Roku device (not tv) Model number is working? Are all the Roku's running the same software version number?
0
0
DIRECTVhelp
Community Support
•
255.9K Messages
4 years ago
Of the two ROKU models you mentioned, could you please specify which one of those is having the issue with the guide feature?
Sophia, DIRECTV Community Specialist
0
0
jamielg
New Member
•
8 Messages
4 years ago
All 3 of the 3930 models are having the issue, which are all new within the year. The one that is not is the 3900, which is about 5 years old. All devices are the Roku Express version.
0
0
DIRECTVhelp
Community Support
•
255.9K Messages
4 years ago
Thanks for confirming that to us @jamielg.
We were further investigating and we found that even though your Roku devices are all compatible with DIRECTV STREAM, not all of them are at the same level as the app and the other way around, which is the reason you can only open the guide and simultaneously stream with one of your Roku devices. Any update about the performance of the DIRECTV STREAM app in this devices will be notified to our customers as soon as possible.
Sophia, DIRECTV Community Specialist
0
0
jamielg
New Member
•
8 Messages
4 years ago
So what you’re basically saying is the 3930 Rokus really are not compatible with the app, even though they’re listed as such on your website, and there is no fix. Got it.
0
0