My Feed URL has not updated in 3 weeks
I am having the same issue, customer service email has not responded to me in 3 weeks I feel like they simply do not care about my issues. I wrote about my ads not running in my videos even though it is setup correctly. Why should I even bother writing them about my channel not updating?
I have written over the last three weeks about direct publisher not working , and all I get is …"A new bug ticket has been created. " And nothing further…this really is very unusual but is getting very worrisome.
I absolutely agree. They seem like they’re in over their heads like amateur hour. They’re refusing to answer my questions so I definitely am getting worried myself because my channel has not updated in a month now. My channel is on version 14, but it should be at version 25 yet they’re not updating my newer videos and they won’t respond to my questions about it.
If you check your Feed Status, my guess is you are seeing this message:
“The service is still processing your feed. Please check back again for updated status.”
Same thing is happening on our channel. It hasn’t picked up any feed updates for a couple weeks. Email to support got the following reply, "Thank you for reaching out to Partner Success. We are aware of this bug and our Engineering team is investigating. "
Yes, that is the exact message I’m getting? When I reached out they didn’t even tell me what was going on because I also had another issue as far as no ads appearing in any of my videos.
Any updates? I am getting the same message,
Here’s the latest response from the engineering team:
The last update given to me is there is some sort of bug causing the problem. No timeline given for the fix. This is unbeilable to me that a large company like this could not have an engineer fix this problem. Its been well over a month.
Same issue here
Same issue for me. However, it DOES update the content on my channel and the roku servers shows hitting my server to read the file. But it is not letting me publish a new update until this error is cleared. No response from customer support Check that, they got back to me “A bug…”
Got Response Jan 30, 2023, 2:38 AM PST Hello, Thank you for contacting Partner Success. I’m sorry to inform you that we’re experiencing technical issues. Please bear with us while our engineers investigate and work on a fix. We have yet to determine an estimated time of resolution, but we will keep you informed on this ticket once we have an update to share |
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Thank you for responding, will I need to do something on my part to fix this long term issue? Is everyone having this issue or just a selected few?
There’s nothing you can do about it. In fact, they have not, given me much details other than there’s a bug and they are aware of the issue updating. Clearly they don’t know what they’re doing over there because my channel has not updated in over a month now.
This is the email I just read typical.
Yes the issue with publishing is being looked at as critical as it’s not only impacting your app. You should receive confirmation that it has been addressed shortly but I can’t provide a timeline for that.
Robin Snead
Senior Solutions Engineer Manager
Ad Support, Technical Operations, Advertising
Roku, Inc.
We are having the exact same issue and got the exact same cookie cutter response.
Hit them up on twitter also. Although zero help there too.
“Did you clear your cache or try a different browser?”
“Yes, I am an IT guy, I have tried different computers in data centers across the world, it obviously not a user issue.”
“Did you try incognito or private mode?”
Good News / Bad News
Good news?
I received the following email this morning:
Hi there,
I am pleased to inform you that the issue has been successfully resolved. We apologize for any inconvenience caused by the issue and thank you for bringing it to our attention.
Our team worked diligently to identify the root cause of the issue and implemented a fix. We appreciate your patience and understanding throughout this process.
If you have any further questions or concerns, please don’t hesitate to reach out to us. We are always here to help.
Best regards,
Paulina | Partner Success Manager, International | Contact Partner Success
Bad news.
My channel still isn’t updating and I still see the same “The service is still processing your feed. Please check back again for updated status.” message.
It’s been months since our channel updated. This is ridiculous.
I agree with you. I should have 15 videos on my channel and I don"t even have half. In summary, my channel hasn’t been fixed and updated. I’m thinking seriously of moving to Fire TV.
I absolutely agree. This is beyond ridiculous. This company does not care about us content creators. Like I mentioned in a rant on my Swellcast (RehDogg) podcast and tagged them so they can listen. I doubt they will. One of my points is because we are not a multi million dollar company like a Disney, or pick your choice of any big company that’s on their network, all seems to be good with those channels. complaining hasn’t gotten me anywhere, ranting hasn’t gotten me anywhere like I told them I’ve probably had everyone uninstall my channel by now because all my content can be seen anymore. It’s just a blank channel and I’m not allowed to add anything nor can you see my other videos, I put there to begin with. This is beyond pathetic.
