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