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...
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

    • TVUser4691's avatar
      TVUser4691
      Binge Watcher
      3 years ago

      RokuDanny-R Have done this three times now, as previously posted.

      • TVUser4691's avatar
        TVUser4691
        Binge Watcher
        3 years ago

        Roku has promised several times that they are investigating this issue (as several others have reported disruptions as well), but they have not followed up with me. Our tv has been useless for 3 weeks now. It keeps disconnecting from the wif-fi, apps won't load, the home page freezes, and the remote stopped paring. It's clear that Roku needs to rollback the updates, but they are failing to do anything to resolve this.

    • TY1106's avatar
      TY1106
      Newbie
      3 years ago

      Just a quick question. How am I supposed to provide you with this information if all I have is a black, dark screen. I see nothing! How do you suggest I navigate blindly to get this information? If my picture is out I can't see if I'm in the Settings > System > About menu.

      • renojim's avatar
        renojim
        Community Streaming Expert
        3 years ago

        If you can shine a bright light on the screen and see anything however faintly then something within the TV has died and you need to take it up with the manufacturer. Even if you can't, you still need to take it up with the manufacturer.

        Where to get support for your Roku TV™ | Official Roku Support