Forum Discussion

gumby256's avatar
gumby256
Reel Rookie
9 months ago
Solved

Backdrops Opens and then Closes

I have a fully patched TCL TV.  OS 13+. The Backdrops app simply opens and sits on the splash screen for a while and then goes away.  It never shows settings, or anything - it just returns me to the homepage.  Additionally, tapping the power button on the remote just shuts off the TV.  I even attempted a factory reset (amongst all the other normal stuff).  4K TCL TV, Ethernet connected.  

TV & Player Features
  • RokuRiamie-D's avatar
    RokuRiamie-D
    8 months ago

    Hi Community users!

    Greetings from the Roku Community!

    We would like to share an important update from our Roku-appropriate team regarding the Roku TV that consistently crashes when attempting to use the Backdrops application.

    To help you resolve this problem, we strongly encourage you to carefully follow the detailed troubleshooting steps provided below. These steps are designed to address the issue and restore your viewing experience:

    Uninstall the Backdrops app:

    • Navigate to the Backdrops app tile on the home screen so that is in focus

    • Click the star (*) button on the remote control

    • Select “Remove app” from the context-modal that appears

    Check to make sure that the device is on the latest version of the OS

    • From your Roku home screen, select Settings > System > Software update > Check now

    Reinstall Backdrops onto the Roku TV using the shortcut in the OS settings

    • Select Settings > Backdrops > Open the Backdrops app
    • Backdrops should get reinstalled onto the Roku TV
       

    We thank you for your patience and understanding as we work diligently to resolve this matter. Your cooperation during this time is invaluable to us.

    If you continue to experience any issues, please don’t hesitate to reach out. We are fully committed to providing you with the assistance you need.

    Regards,
    Riamie

37 Replies

  • Orangeblue's avatar
    Orangeblue
    Newbie
    9 months ago

    I have the exact problem. It opens and crashes immediately. Frustrating.

  • Fredericka87's avatar
    Fredericka87
    Channel Surfer
    9 months ago
    • G851X Roku tv 
    • Wireless
    • 13.1.4 build 1512-ET
    • Tracker ID ID KE-370-130

    Happening to me too. Didn’t factory reset but did restart the system. Still click, opens for a second, closes. 

    • jol666's avatar
      jol666
      Reel Rookie
      4 months ago

      they know and will never fix it its been like this forever 

      really embarrassing to have a native roku app thats unusable lol

      • NINETEENEIGHTY9's avatar
        NINETEENEIGHTY9
        Channel Surfer
        4 months ago

        Correct.  And their useless and incompetent 'techs' who post nothing but canned responses that they cut and paste have given up even trying. What a scam company. All the billions in profit and they cannot even create a working app.

         

    • Sforce's avatar
      Sforce
      Reel Rookie
      4 months ago

      Unplugging the TV and plugging it back seems to have fixed it - for now.

  • NINETEENEIGHTY9's avatar
    NINETEENEIGHTY9
    Channel Surfer
    7 months ago

    The Roku support continues to lie and pretend they are interested in solving this problem but they not going to. Many people have complained and they keep suggesting things that never have worked as though they should. Roku support is a fraudulent scam.

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    9 months ago

    Hi gumby256,

    Welcome to the Roku Community!

    We are pleased to have you report the issue with your TCL Roku TV with Backdrops that are crashing back to the home screen. I am more than willing to sort this out for you.

    We would like to know the following details so that we can coordinate this with our Roku-appropriate team for review:

    • Does it only happen to your TCL Roku TV, or has it also happened to the other Roku TV linked to the same Roku account?
    • What internet connection are you using?
    • What is the exact Software version of your TCL Roku TV: (This can be found in Settings > System > About)
    • Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

    We look forward to your response.

    Regards,
    Riamie

    • AndrewBean90's avatar
      AndrewBean90
      Channel Surfer
      9 months ago

      I am having the same issue with it on my Sharp branded Roku TV. 

      • gumby256's avatar
        gumby256
        Reel Rookie
        9 months ago

        Honestly wonder if this is a firewall port that needs to open. Is there a firewall between you and the internet?  For me there is. Bet that’s it (assuming it isn’t an internal Roku issue)

    • gumby256's avatar
      gumby256
      Reel Rookie
      9 months ago

      100% bet this is a firewall issue. What ports must be open to allow it to work?  

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      9 months ago

      Hi Community user,

      Thanks for bringing this to our attention, and thank you all for patiently waiting while we work on this issue.

      For us to look further investigate your concern kindly provide the following details below.

      • The software version of your Roku TVs:
      • Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

      Your information will be forwarded to our Roku-appropriate team for review, so any additional information is highly appreciated.

      We look forward to your response.

      Regards,
      Riamie

  • goosar19's avatar
    goosar19
    Reel Rookie
    4 months ago

    I too have been having this problem.  I have the Roku Ultra however.  It would start as it should but after displaying the image for about 3 seconds, the screen would go black.  This would correspond with when the ability to control the images became available.  The navigation icons would appear but no picture.  An uninstall/reinstall of the app did not fix the issue.  Disabling/re-enabling it did not help.  Launching it manually did not help.  A reboot of the device did bring functionality back but an issue like this on their most powerful device for this long is unacceptable.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      4 months ago

      Hey everyone!

      Thanks for reporting back that you're still experiencing this issue with backdrops. We're sorry this hasn't been addressed yet, and we want to get this sorted out immediately. 

      To all users that are still affected, could you provide the latest information on your devices such as follows:

      • Roku device model, serial number, device ID, and Software 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)

      This updated info will help the team dig into this and figure out what’s causing the issue.

      Please get back to us soon!

      Best,
      The Roku Community Team

      • wcastle's avatar
        wcastle
        Binge Watcher
        3 months ago

        Similar problem.

        keep uninstalling backdrop and it keeps getting reinstalled.

        but neither does it work.

        just opens and closes.

        Uninstalled 3 times already 

        So very annoying.