Forum Discussion

RokuRey-V's avatar
RokuRey-V
Community Moderator
2 years ago

Missing characters in text boxes

Hi Community users,

Thanks for bringing this to our attention.
 
Please be advised that we are investigating this matter thoroughly. While we had previously resolved an older bug, this new issue has surfaced and is now receiving our full attention.
 
We will reach out to each individual to gather relevant information.
 
We'd like to gather further information so it can be forwarded to the appropriate Roku team who will investigate this case. Kindly provide the details below:

  • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
  • Tracker ID when this issue occurs. (To do so, use your Roku remote's microphone button and say "Get Tracker ID" or press Home 5x and Back 5x in quick succession.)
  • A photo or video clip referring to the issue

The previous thread has been closed, and all future reports related to this topic should be directed to this new thread.

We highly recommend that everyone subscribe to this thread to receive immediate updates. We kindly request your patience and understanding as we diligently work to address the issue.

Best regards,
Roku Community Team
Under Investigation

66 Replies

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  • FooFoo's avatar
    FooFoo
    Binge Watcher
    2 years ago

     

    It seems that Roku is not willing to put much effort into resolving this problem.  That said, I am adding another tracker ID to this thread.    Additionally, I've noticed the channel icons on the home screen occasionally get garbled,  or are missing. 

      

    • Sparklee's avatar
      Sparklee
      Binge Watcher
      2 years ago

      The pictures on the posts here are exactly what I am experiencing too EXCEPT....I use captions a lot not only because I am older than dirt but it helps with perhaps understanding a foreign film actor. When Roku is acting up with the missing text, it also affects captions either by being unreasonably blurred or missing text too. It happens on ALL channels with no particular one where it happens most. Sometimes it will stop for a couple of days, then start up again being ugly and rebooting has no affect in correcting itself.

       

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi FooFoo Sparklee,

        Greetings from the Roku Community!

        We regret to hear about this, and we would be happy to look further into this issue, but we need more details. Please provide us with the following information:

        1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        2. Tracker ID when this issue occurs (when you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID). If done, please disregard.
        3. Troubleshooting steps you have taken to try resolving the problem.

        Once we have this information, we will be able to investigate further.
        Best regards,
        Eunice

    • djt43's avatar
      djt43
      Channel Surfer
      2 years ago

      Reset works, but the problem invariably returns. In addition, unless you know exactly where reset is the scrambling of the screen can be so bad that it’s nearly impossible to find ‘reset’.

      I’ve been dealing with this for about a year now, have been told that it’s a known issue, engineer's are working on it…i’ve been told this at least 6 times. Recently i was told it was the fault of my device! Set up a new S Stick plus, now the new one is doing this as well! 

    • tttrrr's avatar
      tttrrr
      Streaming Star
      2 years ago

      Same issue. Have reset roku stick it’s still happening. Watching weather channel now it’s happening. Is roku doing anything????

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi tttrrr,

        Greetings from the Roku Community!

        We are currently aware, and our engineering team has been investigating this issue closely.
        In the meantime, could you also share with us the details below?

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

        Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

        We look forward to working with you to help resolve this issue.

        All the best,

        Chel

  • DJB321's avatar
    DJB321
    Binge Watcher
    2 years ago

    I purchased a Roku soundbar several months ago and it started missing letters and block style letters that are unreadable.  I restarted, powered up/down and it always works.  
    this happens several time each day.   

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      A warm welcome here in the Roku Community, DJB321.

      We appreciate you reporting this to us, and we'd be happy to look closely at the missing letter you've observed on your Home screen. 

      In this case, we will coordinate this with the appropriate Roku team for further investigation and correction. With this being said, kindly provide us with the following details below:

      • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
      • A photo of the missing letters for reference. 

      We'll be looking forward to your update.

      Best regards,
      Carly

      • DJB321's avatar
        DJB321
        Binge Watcher
        2 years ago

        Can’t seem to change to HTML to post pics, but ID is: 20-199-742

    • bach3's avatar
      bach3
      Streaming Star
      2 years ago

      This has been happening to me too, for the past few weeks. Roku, please fix this if you can!

      Edit:

      Looks like it may have something to do with the 13.0 update on May 14th, a bug that needs to be fixed (full numbered updates often bring bugs, hence the 0.x updates).

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi bach3,

        Thanks for keeping the Roku Community posted!

        We'd like to learn more about this, and thanks for sharing your experience. Could you share a photo of this issue? In addition, we'd like to know if a system restart helps or if it comes back after the reset.

        Please also provide us with the details below once you see the issue.

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

        We'll be anticipating your response.

        Thanks,
        Rey

  • gacw's avatar
    gacw
    Newbie
    2 years ago

    I'm having the same intermittant missing characters on various screens but most noticeably when looking at the summary of a show when maybe half the letters are missing so the text is garbled.  It happens every 3-5 days and will usually go away on its own.  

    The soundbar is only 2 months old.  I have tried updating the firmware and done a full factory reset twice.  I have tried restarting the soundbar through the menus and also by removing the power cable for a few minutes.  The full resets seemed to help for a while but it is not practical to do that every week and reload stations and passords etc.  Restarting does not seem to help.

  • SteveDR83's avatar
    SteveDR83
    Reel Rookie
    11 months ago

    This has been going on forever, the only thing that seems to work is restarting the system and then waiting for it to do it again. I'm not going to upgrade to any more ROKU products, I have some other bugs that they seem to be ignoring also. Looking at other options when these sticks eventually need upgrading, might go into the Google line of products.

    • saltyyarnie73's avatar
      saltyyarnie73
      Newbie
      10 months ago

      We have bought SEVERAL Roku products over the last 10-12 years. Our last two purchases (the previous Soundbar and Roku Streaming Stick+) have both had these missing character issues for well over a year. Since there seems to be no permanent fix or resolution from Roku, I am cutting ties and purchasing an Apple TV. Also, when I try to use Starz through the Roku Channel app on my iPad, the audio language will switch over to Spanish and there does not seem to be a way to switch it back. So tired of this company that seems to have just given up on producing something usable…