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 reb...
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?

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

      Hi everyone,

      Thanks for the posts.

      In order for us to investigate the issue, we will need more detailed information. Can you please provide the information that RokuKariza-D requested in her post above?

      Once we have more details about the issue you are experiencing, we will be able to pass it along to the appropriate Roku team to look into further.


      Thanks,
      Danny

  • 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.

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

        notablenews TVUser4691

        Thanks for the post.

        As previously posted in this thread, if you are experiencing an issue with your Roku TV internet connectivity, 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 look into the issue.


        Thanks,
        Danny