When I go to Developer Dashboard and click on my channel, channel sows error “There was an error retrieving channel information. Please try again by reloading your browser or contact customer service for more information.”
Pls help! I need to edit the channel
I am having the same issue it’s very frustrating not getting the help I need. i also need help with my ads not playing. It was setup in my WP Smart TV.
Yeah, I think I might just recreate the channel, tho it is a hassle. ROKU PLS FIX THIS!
Sounds pretty simple, right? Except I looked everywhere and cannot find where I can actually contact customer service please enlighten me?
Recreating the channel doesn’t even seem to help, same error for any other channels. Could it be an account error?
Roku Support … Can’t find any info on it lol. “Contact us, but don’t”
Hola ¿alguien habla espanol en este foro? Tengo el mismo problema y no encuentro como resolverlo. He cambiado de navegador, he reiniciado la red, etc., y sigue igual.
Thank you so much well they did respond to me with the message below.
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Jen (Roku Partner Success)
Jan 5, 2023, 5:38 PM PST
Hi there,
Thank you for reaching out to Partner Success. We are aware of this bug and our Engineering team is investigating.
We will update this ticket as soon as we have the next steps or more information.
Thank you for your patience.
Best,
Jen | Partner Success Manager
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Great news I just got a response from the support helpdesk and the problem has been resolved. Here’s what they said below
Paulina (Roku Partner Success) Jan 6, 2023, 4:52 AM PST Hi there, Thank you for your patience. The issue has been fixed by our engineering team. You should be able to access and update your channels without any errors. |
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problem fixed
Paulina (Roku Partner Success) Jan 6, 2023, 4:52 AM PST Hi there, Thank you for your patience. The issue has been fixed by our engineering team. You should be able to access and update your channels without any errors. |
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The issue hasn’t been fixed - not only I am not able to update my Chanel and receive the same error - I am still in the creation phase, and I am not able to pass the Feed screen. After entering the feed link I am clicking on continue and nothing is happening, I see the loading icon and the page doesn’t move. and when I am forced to log out after waiting for hours, I login and when I can click on edit the channel so I can continue I get the error message that the Chanel data couldn’t be retrieved. So I don’t know what your engineers fixed, because the error for me still there since yesterday. I have tried using Safari, Chrome, Firefox and nothing works.
I get the same thing when I try to create a new channel. I can however access my channel page now, so I’d say they fixed that issue.
I need the channel creation issue resolved tho.
I will check when i am hone if not fixed I will send screenshot and reply to Roku support.
My channel working now
I delete the first channel - just did try to add a new one and still cannot pass the feed link entry screen. When I click on Weiter (Continue) the site just load, but I don’t progress to the next - been like this since yesterday - I got a message from Roku that they are looking into it
I still cannot access some channels and get an error: “There was an error retrieving channel information. Please try again by reloading your browser or contact customer service for more information.”
Refreshing doesn’t work - Doesn’t matter how many times or any browser you try!
Even signing in from another device or trying multiple devices! Doesn’t work!
Roku Partner success partnersuccess@roku.com will answer after a day or so maybe 2 to 3 days! They will then say they cannot reproduce your error. You then will have to do a Loom video or screen record and send it to them. Next, you will get an answer that they placed a bug report and will be stuck in the loop for a few weeks months, and hope not years!
Why does this happen to one or a few channels and not all? Why does this happen to new channels you try to add or update?
Does anyone out there find an answer or solution? I read everything from clearing your cache to rebooting your modem to trying another Internet connection away from your home or office! Trying another device! Good luck with that LOL!
I am having the same problem. Is there a solution for this as yet?
My problem has been resolved for a while now what I did was email them and let them know if my situation and they fixed it. This is the email address you need .
I contacteds partner success and had to send a screen redcorded video. they placed a bug report and I never heard back!
I found a work a round and got the items updated and finally got it working!
That’s great care to elaborate on your work around?
Roku issues and how to work around them!
I had the Roku channel Error issues!
“There was an error retrieving channel information. Please try again by reloading your browser or contact customer service for more information.”
Also “Error trying to Create new channels and pages not updating or freezing!”
I contacted Roku Partner success partnersuccess@roku.com they answered after maybe 2 to 3 days later!
They will then say they cannot reproduce your error.
You then will have to do a Loom video or screen record your issue and send it to them by replying to the email from partnersuccess@roku.com.
Next, you will get an answer that they placed a bug report and you be stuck in the loop for a few weeks months!
Why does this happen to new channels you try to add or update?
How I got aroud the issue:
example: https://developer.roku.com/developer-channels/channels/edit/package/123456
Sign into https://developer.roku.com/
Click your new channel icon or image if you tried to create a channel previously or want to start a new channel and or edit an existing channel with this error!
Look at link: and get channel identifier number: example: 123456
Replace XXXXXX with your Channel ID Number below in each link!
Links = add your Channel identifier number to links and go in and edit each link. Note that even if you clicked to save and nothing happens just go out and back in and go through each link below and always try to save after updates!
Note it has happened to me but even thou i got stuck, frozen behind the scenes it updated!
Replace XXXXXX with your Channel ID Number below in each link!
Links:
1)Properties = https://developer.roku.com/developer-channels/channels/edit/selectProperties/XXXXXX
2)Feed URL = https://developer.roku.com/developer-channels/channels/edit/feed/XXXXXX
3)Branding = https://developer.roku.com/developer-channels/channels/edit/assets/XXXXXX
4)Layout = https://developer.roku.com/developer-channels/channels/edit/layout/XXXXXX
5)Categories = https://developer.roku.com/developer-channels/channels/edit/categories/XXXXXX
6)Channel Store Info = https://developer.roku.com/developer-channels/channels/edit/descriptions/XXXXXX
7)Screenshots = https://developer.roku.com/developer-channels/channels/edit/screenshots/XXXXXX
8)Support Information = https://developer.roku.com/developer-channels/channels/edit/supportInformation/XXXXXX
9)Monetization = https://developer.roku.com/developer-channels/channels/edit/selectMonetization/XXXXXX
10)Feed Status = https://developer.roku.com/developer-channels/channels/edit/feedlog/XXXXXX
11)Preview and Publish = https://developer.roku.com/developer-channels/channels/edit/package/XXXXXX
You should have added your channel ID Number to the links went through each page and added all info and clicked to save!
After going through all links and saving try the last link to publish!
NOTE: I waited to publish and after a day i went back in qand was able to access the channel and go through the edits and pages without issue! I then published the channel!
Roku still has never gotten back to me on the bug report!
NOTE2 This did not happen to all my channels only a few and any new channel I tried to create!
Hope this helps you!
Visit my Support community at
Please come to my free community page and join it for more information!
https://ondemandtvnetworks.massfluence.io/f/ejR8R
We also offer software to automate your Direct Publisher channel development.
Joe Ferdinando
Disclaimer: This is for informational purposes only. We cannot guarantee that this answer will work for you as it worked for us. You can use this process at your own risk! We will not be responsable for your use and actions with these steps listed. Please note that we are not affiliated with or endorsed by Roku Inc, and we are not affiliated with Roku Partner Success and this is not an official anwser for support on your channels, Apps or Direct Publisher Development!
