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 al...
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?

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. 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi JLill,

        Thanks for keeping us posted in the Roku Community!

        It is important to keep in mind that we do not program any apps for our channel partners. They will most likely provide a variety of app bundles tailored to the platform, and the channel partner is solely responsible for managing these apps.

        Because there may be some instances in which the particular channel provider demands additional information or facts on the subscribers that we do not have access to, we recommend that our customers get in touch with the channel provider directly.

        Thanks for your understanding!

        All the best,

        Chel

  • 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.