Forum Discussion

pw6's avatar
pw6
Reel Rookie
2 years ago

App Order keeps changing even though it is set to Manual

The App Order keeps changing even though it is set to Manual. I have seen the pop-up question that asks if you want the system to change it automatically, and I select No I want to change it manually...
RokuJechealR's avatar
RokuJechealR
Retired Moderator
2 years ago

Hi pw6,

Greetings from the Roku Community!

Thanks for posting regarding your app order, which keeps changing even though it was too manual. We would be more than happy to assist with this.

For us to help you better, we will ask a set of questions to isolate the issue:

  • When did you notice the issue occur?
  • Does this occur on multiple Roku devices, or does it happen on a specific Roku device?
  • Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
  • What are the specific steps to reproduce this issue?

We suggest running a manual software update by navigating to Settings > System > System update > Check now for troubleshooting purposes.

For more information, check out this support article: How to update the software on your Roku TV or Roku streaming player.

Also, can you please provide us the following information:

  • Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Please keep us posted with the above information, and we will continue to assist you should you need further aid. We look forward to hearing your response.

All the best,
Chel

pw6's avatar
pw6
Reel Rookie
2 years ago

Here are the responses to your questions.

1. When did you notice the issue occur? It began this week. It started occurring this week. This was the first week that I saw the Roku message at the bottom of the screen asking if I want the Roku device to automatically order the apps - I responded by saying that I want to do it manually - not automatic.

2. Does this occur on multiple Roku devices, or does it happen on a specific Roku device? It only happens on the Roku stream bar.

3. Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem? There have been no changes to the setup of the Roku device or my network provider.

4. What are the specific steps to reproduce this issue? I am not sure what you mean by this. All I have to do is turn on the TV and the Roku apps have been automatically rearranged.

5. We suggest running a manual software update by navigating to Settings > System > System update > Check now for troubleshooting purposes. I tried this, but it says the system is up to date. I also tried unplugging and then re-plugging in the Roku stream bar, but the next day the Roku apps were rearranged again.


Do you have any more suggestions?

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi pw6,

    Thanks for your response!

    In this matter, could you please provide the requested information as we mentioned above?

    Once we have this information, we'll be able to pass it along to the appropriate Roku team for further investigation.

    We'll be eager to wait for your update.

    All the best,
    Chel

    • bobojams's avatar
      bobojams
      Newbie
      2 years ago

      This issue has been happening on our Sharp brand Roku tv as of today. It tells me on start up it has automatically rearranged my apps and I have to go into the menu to set it back to manual. It has happened three times in one day.

    • pw6's avatar
      pw6
      Reel Rookie
      2 years ago

      Dear Roku JechealR,

      I already provided answers to your questions. Please take the time to read them.

      Thank you.

       

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi bobojams, pw6,

        Thanks for the post in the Roku Community!

        We apologize for the misunderstanding in the post above this thread, pw6.

        We understand you're having trouble with the app order, which keeps changing even if it was set to manual. We would be happy to look into this issue further, but we need more details.

        Can you please provide us with the following information:

        • Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
        • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

        Once we have this information, we can pass it along to the appropriate Roku team for further investigation.

        All the best,
        Chel

  • bobsimp's avatar
    bobsimp
    Channel Surfer
    2 years ago

    I’m seeing many people mention how their channels menu keeps changing….Is the software going to update, causing things to change?