Forum Discussion

JMD2022's avatar
JMD2022
Newbie
4 years ago
Solved

After Update Antenna (OTA) Channel Guide displays "No information available"

It appears after a recent software update (I can only tell because a few icons changed on the Roku OS), the channel information for OTA channels is no longer displaying.  I get only the message "no information available."  I'm using a Hisense 50" Roku TV.

I've tried restarting the system, disabling the "live streaming" channels part of the guide, rescanning all antenna channels and then tinkering with my zip code to see if maybe a zip code in a nearby larger city would work.  Those attempts didn't resolve the issue.  I do recall this happening once before after a software update, but it either resolved itself or I found a fix I can't recall.

I didn't see any super recent posts on this (they all seem to cluster to last year when this likely happened to me as well), so I thought I'd start a new one.  Does anyone have any ideas on how to fix this?  If it requires a software tweak, how do we go about making Roku aware of the issue?

  • 440mike's avatar
    440mike
    4 years ago

    My guide on both my TCLs just stopped. Installed the icon back to antenna from live tv, changed the zip code, had to do a rescan of channels and working for now. 

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    4 years ago

    Hi everyone,

    Thanks for reaching out to the Roku Community. We'd like to investigate and try to help.

    If you have an antenna connected to your Roku TV and the list of "over-the-air" channels you see in the Live TV Channel Guide shows "No Information", try entering your zip code in the Settings menu on your Roku TV using the steps below.

    1. Press Home on your Roku TV remote
    2. Scroll and select Settings
    3. Select System
    4. Select Zip code and enter your zip code
    5. Press OK to update the zip code

    IMPORTANT: After you enter your zip code, you need to set up the Live TV input again and let your Roku TV re-scan the "over-the-air" channels.

    In addition, you may try performing a factory reset on your Roku TV to see if that resolves the issue you are experiencing? For more information about how to perform a factory reset, visit our Support page here: How to system restart or factory reset your Roku® streaming device | Official Roku Support 

    If this issue is not resolved, please help us with additional information provided below that would be helpful for our team to look into this problem.

    -Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    -what region are you located in
    -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)
    -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)
    -steps to reproduce the issue you are seeing
    -what troubleshooting steps have you already taken to try to resolve the issue
    -screenshots of the issue you are seeing

    Please keep us posted and we'll continue assisting you from there.


    Best regards,
    Mary

    • scolson's avatar
      scolson
      Channel Surfer
      4 years ago

      Model - TCL  55C803
      Serial - YS00NY799456
      Firmware Version - 11.0.0 build 4193-30
      Region - ?  USA - Southeast
      ALL Channels
      Tracker ID - 56-239-143
      Steps - Home, Antenna TV, Left button next to OK
      Actions Taken - Changed Zip code, restarted TV, Changed Zip code, unplugged TV

    • Baket's avatar
      Baket
      Channel Surfer
      4 years ago

      Mary,

      Ive done all that you mentioned. I have a 55 inch roku. I also have a 42 inch. It wiped out both guides. I’ve tried all mentioned. Ever since the update, where it populated the antenna icon with the live TV icon. No way to get it fully. Looking forward to anything you folks can do to help. Thank you

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        4 years ago

        Hi Baket,

        Thanks for letting us know all that you've done! Appreciate the troubleshooting steps you've done so far.

        Please help us with the required details below for us to send the case for investigation to our engineering team.

        We appreciate your patience with this matter.


        Best regards,
        Mary

    • djlunn's avatar
      djlunn
      Newbie
      4 years ago

      I have tried ever suggestions given here and on other sites. Nothing works. Why can't Roku figure this out? 

      Doug

      • Slw32317's avatar
        Slw32317
        Reel Rookie
        4 years ago

        It is a server issue with the OTA guide. This same issue with OTA channel guide having incorrect and or missing guide info has happened many times.

  • nancyxraytech's avatar
    nancyxraytech
    Newbie
    4 years ago

    I'm having the same issue. I did a factory reset. Started working until I reinstalled the apps. Than nothing. Did a reset again with out the apps.

  • Macmanjimmy69's avatar
    Macmanjimmy69
    Binge Watcher
    4 years ago

    This just happened to me this evening.... NO OTA or STREAMING Channels... GUIDE is BLANK... Screen is BLACK

    Able to play apps just fine... 

    Reset, reset to factory settings, issue remains.

    ROKU..... Think we're seeing a trend here... UPDATE issue?

    Please investigate ! 

  • jmele's avatar
    jmele
    Reel Rookie
    3 years ago

    After the fairly recent update of the format of the Channel Guide, our local channels just say "No information" when in the Guide.

    On the actual channel, it will show the program info.

    I've done a system restart, re-entered my zip code, re-scanned for channels, re-connected to the Network, nothing has helped.

  • Rjvthunderbolt's avatar
    Rjvthunderbolt
    Channel Surfer
    11 months ago

    I have a 65" Roku brand television. The live, broadcast channel guide always says "No Information" for every channel until I've viewed each channel (cycling through channels manually).

    How can I get it to load the channel information without having to scan through each channel manually? I've tried system restarts and software updates. Neither of these have fixed the problem.

    Please let me know if you need more information.


    Device type: 65" Roku Select Series 4K TV - Model G848X

    Software Version: 13.1.4:1512

    Device ID: SONU43DWDD70

    Added: May 3, 2024


    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      11 months ago

      Welcome and thank you for posting here in the Roku Community, Rjvthunderbolt!

      Thanks for bringing this to our attention. Rest assured that we'll help you determine the cause of the missing channels on your Live TV channel guide and find you the best resolution possible.

      In this case, we will be coordinating this with the team to conduct a thorough investigation. And it would be great if you could provide us with additional information such as follows:

      • A photo of what you are seeing when you open the Live TV Guide.

      • Tracker ID (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)

      We'll be looking forward to your response.

      Warm regards,
      Carly

      • Rjvthunderbolt's avatar
        Rjvthunderbolt
        Channel Surfer
        11 months ago

        I've attached some photos of the guide and the tracker information for ID 70-354-446.

         
        Thank you for your help!