Forum Discussion

JLill's avatar
JLill
Streaming Star
3 years ago
Solved

Mini Guide error: TVAPP-00500

Is anyone else getting this error code when they bring up the Mini Guide on a Roku Express streaming device?  It’s intermittent, but frustrating nevertheless, because the guide cannot be viewed at all when this happens. I get the error code with the following message:  “Sorry!  Something went wrong. Please try again later.” (Well, no kidding!!). Another problem I’m having is the audio will drop out for a few seconds, but when it comes back on the audio and video are terribly out of sync. Example:  you see a person speaking on the screen, then 4 or 5 seconds later you hear the words. To correct it, I have to back out one screen to the ‘Last Watched’ screen, then select the channel I was watching. It NEVER self-corrects. Just wondering if anyone else is having these issues?

app playback
  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi JLill,

    Thanks for keeping us updated!

    We understand the issue you have experienced. Please be advised that the error code you are experiencing is an Xfinity channel error code. It might be a better option to contact the channel provider's Support directly and let them know about the problem you have so it can be addressed.

    If there's anything we can further assist you with aside from this, let us know.

    All the best,
    Kash 

  • fcox101966's avatar
    fcox101966
    2 years ago

    I am having ALL the same issues you all are having!  Guide won't load, out of sync picture vs. voices.  I've tried rebooting, un-installing, re-installing, everything.  I only have one Roku but, two TV's with XFinity. The only TV that's affected is the one that has Roku on it. So, I'm wondering if it is the Roku?

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  • fcox101966's avatar
    fcox101966
    Newbie
    2 years ago

    I am having ALL the same issues you all are having!  Guide won't load, out of sync picture vs. voices.  I've tried rebooting, un-installing, re-installing, everything.  I only have one Roku but, two TV's with XFinity. The only TV that's affected is the one that has Roku on it. So, I'm wondering if it is the Roku?

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi Community Users,

      We sincerely apologize for the inconvenience this has brought. This is not what we aim for.

      As per a thorough investigation, this error code is specific to the Xfinity streaming app. As this error is known to them, we believe they are the best ones who could provide assistance in resolving it. Please be advised that channels, apps, or content on the Roku platform are developed and maintained by the channel providers themselves. It is best to raise this one with them and inquire further.

      If you have other issues, please feel free to create a separate thread.

      All the best,
      Janadee

      • JLill's avatar
        JLill
        Streaming Star
        2 years ago

        No, Janadee, it’s NOT the customers’ responsibility to fix these problems!  Roku, as a company, should be applying DAILY pressure on Xfinity to get these ridiculous issues fixed once and for all!  WE are the paying subscribers, plain and simple, and have been complaining about this problem for months (as evidenced on this forum). Roku needs to address the issues directly with Xfinity as they are the ones failing. Please, Roku, do the RIGHT thing by your customers and be an advocate. 

    • JLill's avatar
      JLill
      Streaming Star
      2 years ago

      I think it’s been narrowed down to the Xfinity app that we install on the Roku boxes. I’ve tried the same things that you have, to no avail. And now I’ve got a newer problem where when I select a channel, say…703, it now ‘defaults’ to the same network, but the number reads 1003.  735 (ESPN) turns into 1435. My audio-sync problems still exist, but the guide not appearing issue seems to have corrected itself. For now. It’s very disappointing to me that Roku hasn’t jumped all over Xfinity about this issue. Many Roku customers are having these same problems with the Xfinity app. 

  • sampson28's avatar
    sampson28
    Newbie
    2 years ago

    Yes, I am having the very same issues and it is becoming very annoying.  Thinking about going to Firestick because I haven't been able to get support from Roku.

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    JLill 

    Thanks for the post regarding the issue you are experiencing.

    Is this error that you are seeing occurring within a specific channel on your Roku device as this error code is usually associated with the Xfinity channel. If this is the case, you'll want to reach out to the channel provider for further assistance for more information about that channel's features and functionality. Many channels on Roku are developed and maintained by the channel provider themselves. 

     

    Thanks,
    Danny

    • JLill's avatar
      JLill
      Streaming Star
      3 years ago

      Hi Danny…thanks for reaching out. This error code occurs frequently when I’m using the Xfinity app, as they are our cable provider here, and attempt to view the MiniGuide.  It started about 8 months ago. I’ve had the Xfinity technicians out twice since then and they’ve replaced every connector from the main cable hub (which is on our property) to the house. They also replaced our router/modem, and ran a signal test to each of our Roku devices and they are receiving more than enough signal. Is it possible that these Roku devices ‘wear out’ over time?  Here’s a picture of what I see  

       

       

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        3 years ago

        Hi JLill,

        Thanks for keeping us updated!

        We understand the issue you have experienced. Please be advised that the error code you are experiencing is an Xfinity channel error code. It might be a better option to contact the channel provider's Support directly and let them know about the problem you have so it can be addressed.

        If there's anything we can further assist you with aside from this, let us know.

        All the best,
        Kash 

  • develis's avatar
    develis
    Newbie
    2 years ago

    Same issue here on/off for over a year now on multiple Roku's at multiple properties, so the issue is with Xfinity, not you.  The only solution I've found so far, is to unplug the tv or perform a reboot from the Roku setting menu under "power". This will immediately clear up the issue but it doesn't last too long (a few hrs at most).  

    With regards to the voice being out of sync with picture, just go into "last watched/previous channels" and choose the same channel.  It will immediately sync.

    Hope this helps