Forum Discussion

reststop's avatar
reststop
Reel Rookie
2 years ago

[OS 12.5] Spectrum app guide problems after recent update

It appears that after a recent Roku update the channel guide on the Spectrum app has some issues.  When viewing a program and then selecting the guide, the guide does not come up showing the channel you are watching.  It depends on the channel you are currently viewing but when the guide is selected it could come up correct or a few channels off (alphabetic listing) or in the case while viewing broadcast channels, ABC, CBS CW etc., it comes up on 1 of the music channels.  This is frustrating when all you wanted to do is see what is coming on next but have to scroll halfway thru the guide to get back to the channel you are on.  This started about a month ago. I have restarted the devices, rebooted unplugged etc,  Called Spectrum they said its a Roku problem.  Imagine that.  Also this occurs on 2 different devices, a streaming Roku box and a Roku tv.  If there is a setting that could fix this, I haven't found it.  Thanks for reading and any assistance is appreciated.

rlcjr52

app feature

3 Replies

  • RokuBernie-D's avatar
    RokuBernie-D
    Community Moderator
    2 years ago

    Hi reststop,

    Thanks for contacting our support about this. We appreciate you taking the time to troubleshoot the issue with your Spectrum app. 

    We'd like to know what software version you have on your Roku device. To check for the software version, kindly go to settings > system > about. 

    We recommend performing the below steps and see if you can resolve the issue:

    1. Remove the channel: Highlight the channel tile on your home screen and press Star * to open the Options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device: Refer to earlier instructions to restart your Roku device.
    3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
      • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

    If the issue persists, kindly provide the following info:

    • 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).
    • Channel version.
    • Please send us a video of the channel that has the issue. (download the video to Google Drive, then send us the link)

    We'll be looking forward to your update.


    Warm regards,
    Bernie

  • reststop's avatar
    reststop
    Reel Rookie
    2 years ago

    Thank you for you reply.

    Software ver.  12.55 Build 4174-c2
    Model 4802x
    serial # X0100N89A4V
    Device ID SODA23889A4V
    I tried to get the Channel ID it didnt work for me.
    I have removed and reinstalled the Spectrum app with no change.  I have noticed if I opt to have the guide listed by channel number I dont see this issue.
    Just to clarify I have the guide listed by Network Name.  I am using the Spectrum app and as an example if I am viewing my local CBS channel and then select the guide, it will show the guide highlighted at channel 1950 which is the last music channel. The same thing happens if I am viewing my local ABC, NBC CW etc.   If I can provide more info just ask.  Thanks.
    Would issue ID 4V-155_486 be helpful?
     
    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      We appreciate the follow-up, reststop.

      Rest assured, we have collected and forwarded the following details to the appropriate Roku team for review and further investigation. We appreciate your patience and understanding in the meantime. Should an update be available for this concern, we'll promptly let this thread know.

      Let us know if you have further inquiries regarding this.

      All the best,
      Janadee