Forum Discussion

Rockybao's avatar
Rockybao
Binge Watcher
9 months ago

Brand new roku Expresss, I can't view free channel, but i can watch other APPS

I look for solution on all thread and tried all the measures with no success. This issue is for all channels , you can see a channel but when you play it load and go dark. I tried to reset, check for system updates, check for the network, some recommend about adaptor but none of those works.
Looks like a lot people have the same problem for years and there is no straight solutions.

I tried to use roku on my phone and it does work but not sure why it doesnt work on TV.I also try hotspot but nothing.

Information about my product
Model :3960CA -Roku Express

Serial number : X02600S50E6A

Software version: 13.1.4 .build 1510-ED

UPTIME :2 hours 5 minute

Device ID: S0KE34550E6A

IP   :10.0.0.252

location :Living room
Canada

This is so frustrating when you can't get hold of customer support when you call them

 

 

TV & Player Setup

20 Replies

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    9 months ago

    Hi Rockybao,

    Welcome to the Roku Community!

    We understand you are having trouble accessing the free channels on your Roku device. Thanks for the steps you took to resolve the issue.

    We appreciate you reaching out to us. We'd like to take action on this, but we need more details to determine if there are any options we can investigate further.

    Refer to these questions to better identify the issue you're experiencing:

    • What specific channels are you unable to access?
    • When did you start experiencing this issue from happening?
    • Did your Roku devices recently receive any software update that might have triggered this issue before this happened?
    • Who is your ISP? (Internet service provider)

    With more detailed information, we'll be able to assist you further.

    All the best,
    Chel

    • Rockybao's avatar
      Rockybao
      Binge Watcher
      9 months ago

      Refer to these questions to better identify the issue you're experiencing:

      • What specific channels are you unable to access?

               -All channels

      • When did you start experiencing this issue from happening?

                -First day i bought it

      • Did your Roku devices recently receive any software update that might have triggered this issue before this happened?

                 -Yes

      • Who is your ISP? (Internet service provider)

            -Shaw

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        9 months ago

        Thanks for the response, Rockybao.

        In this case, we recommend following the troubleshooting steps to see if they help resolve the problem.

        1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove."
        2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
        3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
        4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
        5. You can reinstall the channel by pressing the home button on your Roku remote, scrolling, selecting "Store," and then adding the channel.

        Suppose you consistently experience poor video quality or rebuffering on multiple streaming channels. In that case, it may be due to a slow network caused by a weak wireless signal, router issues, or internet service quality. Review the tips for improving the wireless connection to your Roku device.

        Note: Please ensure that your router broadcasts a 2.4GHz Wi-Fi network for the device to connect. The Roku Express/Premiere is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum.

        Feel free to keep us posted on how it goes.

        All the best,
        Chel