Forum Discussion

Northwatch's avatar
Northwatch
Reel Rookie
2 years ago

Can view channel info but no video and audio.

Hi, bought my Roku TV a 1.5 years ago. I'm having a problem with no audio and video in the Roku Live TV app only. All other apps work fine (Prime Video, Vudu, ESPN, etc.). I get the show's info in the guide as to what show is playing, what the episode is about, etc., but no audio or video. I have reset tv to factory several times, uninstalled and re-installed the Roku Live TV app, checked internet, reset internet, unplugged all cables, waited, then started from scratch. Everything works but Roku Live TV. Antenna TV shows work fine, other apps work fine. Go to Roku TV Live, get spinning circle for a couple seconds and all the channel information just fine, JUST NO AUDIO/VIDEO! Has anyone esle experienced this or any suggestions on what I'm doing wrong?

38 Replies

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  • Chucka's avatar
    Chucka
    Channel Surfer
    2 years ago

    I’m having the same issue been like this for a week. Everytime I call they say wait 1-2 more days and still nothing is happening.

    • Northwatch's avatar
      Northwatch
      Reel Rookie
      2 years ago

      We even bought Roku stick to see if that would fix it and it didn't. My issue started about a week ago too.

      • Richkulasenski's avatar
        Richkulasenski
        Reel Rookie
        2 years ago

        Same here and the run around I am getting from them is complete bull$hit...  

  • satyaprasad's avatar
    satyaprasad
    Channel Surfer
    2 years ago

    Same issue, none of the Roku tv channels and streaming work(keeps on loading)

    same happens with app as well

    issue id - FC-285-014

    software version 12.0.0
    build 4182-DD
    update last checked 7/17/23 6:16 pm
    last updated 7/17/23 5:04 pm
    time zone is EST
    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi satyaprasad,

      Welcome to the Roku Community!

      We would be happy to look further into this issue, but we need more details. Can you please provide us with the following information:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
      • Can you provide a video or screenshot of the issue you're experiencing?

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

      Thanks,

      John

      • Northwatch's avatar
        Northwatch
        Reel Rookie
        2 years ago

        In this last photo, you can see channel info but the screen continues to cycle/load so it's getting some of the signal but no video or audio. Other apps (Hulu, Vudu, Apple +, Prime Video, Disney +, ESPN, Netflix, etc) all work so it's not internet connection. Let it set for hours on this screen and channel info updates but never any video/audio.

  • Terr's avatar
    Terr
    Channel Surfer
    2 years ago

    I have exactly the same issue. It seems since the last 2 updates is when everything went south. I have even taken my Rocu Ultra 2 different cities and still have the problem. Roku support has not been helpful. I'm going to see if can get a older version and see if it works. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi Terr Olssy,

      Thanks for posting here in the Roku Community!

      We're sorry to hear about the issues you've run into with The Roku Channel. We want to assure you that we're committed to helping you resolve the issue. For us to work into this, could you please provide us with the following information below?

      • Who is their ISP (internet service provider)?
      • Where are you located?
      • What is their IP address (from http://whatismyip.com)?
      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • 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).

      The information you provide is essential to us. We'll look forward to hearing back from you.

      All the best,
      Kash

      • Olssy's avatar
        Olssy
        Channel Surfer
        2 years ago

         

        Here is the information:

        ISP - Videotron Ltee.

        Location -  Montreal, Canada

        IP address (from http://whatismyip.com)? 96.22.124.23

        TCL model 55R613-CA

        Hardware ID 7120X

        Serial Number YS00LG685680

        Device ID FV206L685680

        Software Version 12.0.0 build 4182-30

        Tracker ID  80-352-079