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

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

      • Sara0209's avatar
        Sara0209
        Newbie
        3 years ago

        We have lost the picture on our TCL 65S425 but the sound remained. Spent hours trying to reset the tv following the online instructions and pressing the rest button several times. Contacted TCL online chat and went through reset with agent, only to result in the same, black screen and sound. Please advise how to fix this problem that the ROKU update has created.

        Response to questions :

        1. ROKU device model : 65S423-CATBAA

        2. Issue on specific channel : No, just went to black screen

        3. Tracker ID : can’t see screen so unable to provide this

        4. Steps to reproduce : see item 2