Define the single failing function
Choose the exact action: captions, watchlist, autoplay, sign-in or a playback control. Note whether ordinary playback still works. A feature failure is not automatically an installation or network failure.
Record the Roku model, software, app name and current version if displayed. Use a programme known to offer the relevant track or function so absence of content is not confused with a control defect.
Inspect the app-specific action
Roku's current feature-troubleshooting guidance describes highlighting the app on Home, pressing Star and checking for updates. Use the action actually offered on the model. Allow the process to finish before reopening the app.
Repeat the identical function on the same item. Changing programme editions at this point can alter captions or other availability independently of the update.
Separate app and device maintenance
Roku also provides a software-update check in system settings. It is a separate layer from an app-specific feature. Record what was offered and what version results. If both layers change, keep that sequence in the report.
A system restart is another separate action. Use the supported restart route when appropriate, not a factory reset that removes setup. Do not remove a working app before understanding its recovery requirements.
Report the remaining scope
State whether the function fails on every known suitable item, only one item or only after a particular transition. Mention whether the interface control is absent, selectable but ineffective or followed by an error.
Provide that evidence to the app developer through its legitimate support route. A working app tile does not establish account entitlement, and an app update does not prove every feature is supported on every model. This is a documentation-based workflow with no physical Roku or IPTV Canada service test.
Preserve a stable reference
A live programme can change tracks, advertising and programme segments during the test. If the feature permits it, use a permitted on-demand reference with the same timestamp. Where only live content is available, record the programme and approximate event time so support understands the comparison's limit. Do not describe two different broadcasts as an exact before-and-after test of one app version.
Sources and scope
Scope notes distinguish published documentation, supplied information and editorial methods. They do not report a hands-on service test.
- Roku streaming-app feature problems — Official current support excerpt: app-specific update check and distinction from device software updates.
- Roku system restart — Official support excerpt: supported system restart rather than a factory reset; menu varies with power submenu.
