Forum Discussion

Ckerch's avatar
Ckerch
Reel Rookie
2 years ago

Lost background video with latest 4800X update

I stream video on the Fubo app and the fanview option worked great prior to the Roku update that happen a couple of days ago. When my 4800X Ultra updated to version "12.5.0 build 4178-C2" , I lost the background video option that is needed for the fanview capability. My other Roku Ultras (older model), still have this capability. Is this a known problem and is Roku going to bring that capability back?

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Ckerch,

    Thanks for reaching out about this about this. We'd like to help. Could you please 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).

    We look forward to hearing back from you.

    Thanks,

    Rey

    • Ckerch's avatar
      Ckerch
      Reel Rookie
      2 years ago

      Information provided by system>about

      Model                  4800X - Roku Ultra

      Serial Number     X010004VA1R0

      Software              12.5.0   build 4178-C2

      Device ID              S02A208VA1R0

      Information provided by Tracker (5 time home and 5 times back)

      Model                   4800X - Roku Ultra

      Serial Number      X010004VA1R0 (S02A208VA1R0)

      Software Version: 12.5.0  build 4178-C2

      GC version:            10.2.30

      Timestamp:           2023-10-30T20:16:58Z

      Please use issue ID RO-436-096 to report the current issue

      Note: I did not see anything labeled Tracker ID.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Ckerch,

        Thanks for providing us with these details. We'll take it from here, and we'll forward this case to the appropriate Roku team for further review.

        Thanks,

        Rey