Forum Discussion

Northwatch's avatar
Northwatch
Reel Rookie
3 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 th...
RokuTakashi's avatar
RokuTakashi
Community Moderator
3 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
3 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

 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    3 years ago

    Hi Olssy,

    Thanks for keeping us posted!

    We appreciate that you have provided the information needed. Please be aware that we have passed along your information to the appropriate Roku team to further investigate the issue that you're experiencing.

    In the meantime, your patience and understanding will be much appreciated.

    Best regards,
    John

    • Olssy's avatar
      Olssy
      Channel Surfer
      3 years ago

      Any update on the issue?

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        3 years ago

        Hi Olssy,

        Thanks for getting back to us,

        We have made that we provided an update to the appropriate Roku team to review this case and to address this issue. We understand that the issue is still persistent in your end, and our team has been working on this to resolve it. Once more information is given to us, we'll make sure to disseminate it here in this thread.

        Please accept our gratitude for your patience and understanding.

        All the best,
        Kash