Forum Discussion

TVUser4691's avatar
TVUser4691
Binge Watcher
3 years ago

11.5 Update: Roku TV connection and streaming issues

Our TCL Roku TV has not been working properly since the 11.5 update last week. It freezes, refuses to load apps, buffers constantly, and sometimes just drops the WiFi connection entirely. We have rebooted everything, done a factory reset, but still nothing has fixed this. Roku customer service agents have not been able to fix the issue, though they say they are aware of this impacting many users. Super frustrated by the "update" that made everything worse!

21 Replies

Replies have been turned off for this discussion
  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi @TVUser469

    We're sorry to hear about the issue you're experiencing.

    Please provide us with the following information for further investigation:

    1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
    2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
    3. 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)
    4. Steps to reproduce the issue you are seeing

    With more information, we will be able to assist you further.


    All the best,
    Kariza

    • Dcheney's avatar
      Dcheney
      Newbie
      3 years ago

      We are having this exact problem. Yesterday the Roku channel came up blank, black and today nothing will download. Just wondering if we get a refund for the days lost.

      • Dcheney's avatar
        Dcheney
        Newbie
        3 years ago

        Is there a customer service number we can call?

    • notablenews's avatar
      notablenews
      Newbie
      3 years ago

      I am having a similar issue after updating to 11.5 where the Roku TV (Hisense) often disconnects from Wifi . Software version 11.5.0 build 4235-AF.

      • TVUser4691's avatar
        TVUser4691
        Binge Watcher
        3 years ago

        Roku is now trying to blame it on the hardware and told me to go through a warranty claim with TCL despite the fact that many others are having the same issues since the 11.5 software update. Roku just lost a customer here.

  • LRR3's avatar
    LRR3
    Newbie
    3 years ago

    My guests at our cabin are reporting an issue with guest mode prompting them to reconnect to wifi, enter check out date and then prompts them to start the process all over.  I'm wondering if this is part of the same issue.  Any word on when this may be resolved?

  • Isturt's avatar
    Isturt
    Newbie
    3 years ago

    Our tv is having the same issue will not power on just a black screen. Unable to do any reset. Tv appears to have power but will not boot up. The tv is a tcl 50

    • MacMan1's avatar
      MacMan1
      Reel Rookie
      3 years ago

      I have the exact same issue and currently but on my ROKU Hisense TV. I am currently locked out of all viewing even though I have tried every available troubleshooting method 

      • MacMan1's avatar
        MacMan1
        Reel Rookie
        3 years ago

        I used the reset button on the back of my set and I still have a dead screen with red lights blinking at me from the front. When I push the power on button the light pauses then starts blinking again. That’s the only life here. 
        not a happy viewer anymore 

  • DeltagGal65's avatar
    DeltagGal65
    Reel Rookie
    3 years ago

    That is about the same time my sound went wacko.  It is constantly trying to go louder and louder like it is "stuck".  First I tried to see if it were the remote.  Nope, the TV keeps wanting to increase the volume.  

    I had a soundbar already, so installed it and now I can control sound as a work around, but the icon for the sound is still there, in the top right hand corner saying 100.  How do you get rid of that???

    I hate this - a new update to fix all our problems need to get these things resolved.

    PS - I've done factory resets, unplugged everything for 24 hours.  Rebooted AGAIN, nothing will make it stop.  It's like it is "stuck" in volume up.

    PS las TCL TV I'll be purchasing if this can't be resolved in an update.