I have a Roku Premier device and a standard remote. All of a sudden I can't scroll through the channels on my home page. I can use the menu on the left side of the screen, but when I try to toggle right so I can choose a channel it bypasses them all and highlights the right side of the screen. I can still access the channels through the Search function, but that's alot of extra steps. What's going on? The remote is working properly otherwise, as are the channels.

Hi, Smarty-Pants Thanks for posting, and welcome to the Roku Community. We understand that you're unable to access the apps section on your Home Screen using your Roku remote, and we're here to assist you in resolving the issue at hand. For this matter, a troubleshooting step is recommended to address it. System restart your device Press Home on your Roku remote. Scroll and select Settings. Select System. Select Power. If you do not see a Power submenu, skip to the next step. Select System restart. Once your Roku device reboots, please check if you notice any improvements. Let us know what you find out. Best wishes,Kash

Cannot toggle through apps on my Home Page

77 Replies

Replies have been turned off for this discussion

ddubov
Binge Watcher
11 months ago
Having the same issue with my Streambar Pro.
And, yes, I have tried all the recommended fixes to no avail.
After the recent serious issue with the software update, this is highly disappointing and makes me question what Roku is doing.
Roku Streambar Pro
- RokuERey
  Retired Moderator
  11 months ago
  Greetings Community users,
  
  We're sorry for the trouble this issue has caused you. We believe that a software update has addressed this. To manually update your device, navigate to Settings > System > System update > Check now. Then try again to see if that works.
  
  If the problem persists, please report back here along with the information requested by RokuCarly.
  
  We'll be anticipating your update.
  
  Thanks,
  Rey
  - sjl9069
    Binge Watcher
    11 months ago
    What version is the update?? We just checked and there was no update. Do we need to restart the system for an update to kick in?
- Kvalentine68
  Reel Rookie
  11 months ago
  Im actually on my 3rd Streambar. I have had a lot of issues and had hoped the newer models would be less annoying.
  - sjl9069
    Binge Watcher
    11 months ago
    We just had the 3rd device delivered today. Thinking the same thing. Hopefully a newer device. ROKU really needs to figure this out. Maybe another update is needed. I’m beginning to regret my purchase.
- ddubov
  Binge Watcher
  11 months ago
  Have tried all the troubleshooting steps outlined by RokuCarly to no avail. Come on, Roku. My info is as follows:
  
  Model 9101R2
  
  Serial YL003P268852
  
  Software v.12.5.5 build 4174-95
  
  Device ID 3K6213268852
  - ddubov
    Binge Watcher
    11 months ago
    Aaaand now the app tiles are not appearing on Home.
    
    COME ON, ROKU. This is just plain unacceptable.
    
    RokuCarly RokuERey
dandeman
Reel Rookie
11 months ago
Roku soundbar is not allowing me to select any apps. I have access to the home keys but it will not highlight any buttons on the app pages. Selecting the right button just moves me to the right hand side showing highlighted features.
* Pairing the remote does not fix the problem
* System restart does not fix the problem
* Resetting network connection gives me access to the buttons but no network connection. When I connect to my network connection the app buttons are no longer selectable.
Factory reset worked for 1 day and then the problem came back.
Report Tracker Info. ID 43-300-425
Model 910X
Software 12.5.5 build 4174-95
GC version 11.6.21
Any suggestions
BTW - I have two other Roku devices and they work fine on the same network..
- RokuArjiemar
  Retired Moderator
  11 months ago
  Hello! dandeman,
  
  Thank you for your post in the Roku Community!
  
  We appreciate you reaching out to us about your reported issue. We have passed your information on to the appropriate Roku team for further investigation. The team continues to work diligently to investigate the problem.
  
  Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.
  
  Regards,
  Arjiemar
- dandeman
  Reel Rookie
  11 months ago
  UPDATE - 29 July
  Voice activation works on the main apps section. Once the app is open all commands work.
  When I hit the back button or home button that puts me back in the main menu.. No way to select (or toggle noted in other posts)
  Another note: The apps icons disappear when returning to the home page. When I scroll to Live TV and then return back to the home page, the icons appear. However, there is a quick flicker in the page which seems to make me think it tries to activate but then something in the code is blocking any link connections.
ShawnaS7910
Newbie
11 months ago
Hi! I have been having the same issue. I purchased the product brand new on Monday and this started happening Tuesday. I have been watching this chat for possible fixes and have tried everything that has been suggested... restarting, hard reboot, and checking updates. Nothing has worked. Here is the information for my device
Model 9102RW - Roku Streambar
Serial # YL009C247595 (B11429247595)
Software version - 12.5.5 build 4174-95
GC version 11.6.21
Tracker ID 95-297-443
Thank you!
- Brownbevo
  Reel Rookie
  11 months ago
  Thanks for your post. My other devices work fine, it seems be the streambar itself that is effected. I'm returning it later today.
RokuTakashi
Community Moderator
12 months ago
Hi, Smarty-Pants

Thanks for posting, and welcome to the Roku Community.

We understand that you're unable to access the apps section on your Home Screen using your Roku remote, and we're here to assist you in resolving the issue at hand. For this matter, a troubleshooting step is recommended to address it.

System restart your device

Press Home on your Roku remote.

Scroll and select Settings.

Select System.

Select Power. If you do not see a Power submenu, skip to the next step.

Select System restart.

Once your Roku device reboots, please check if you notice any improvements. Let us know what you find out.

Best wishes,
Kash
- sebarn01
  Newbie
  11 months ago
  RokuTakashi I was having the same problem with my simple remote. Your instructions worked perfectly. I fact it did an update. It is working great now. Thank you for your Instructures
- MarkTobias
  Newbie
  11 months ago
  Same Issues here.
  Can not toggle through apps on my home page.. Brand new Soundbar, perhaps 3 weeks old - this started a week ago. I have tried the reset functions as suggested. Have unplugged cables and reinstalled as well. Still not working. Please advise!! This is very frustrating. THANK YOU!
  Second brand new Soundbar in house is fine.
  Third new Roku Pro box works fine as well.
  - RokuCarly
    Community Moderator
    11 months ago
    Welcome to the Roku Community, MarkTobias.
    
    Thanks for letting us know. Rest assured that we would be happy to include your device in the process of investigation.
    
    If the issue persists after performing all the troubleshooting steps provided above, kindly provide us with the following details so we can forward these to the appropriate Roku team for further investigation.
    
    Roku device model, serial number, and current software version.
    
    Issue tracker - you may use the voice command (if available) and say "Tracker ID"
    
    A video clip that shows using the remote and your TV
    
    We'll be looking forward to your update!
    
    Best regards,
    Carly
Smarty-Pants
Reel Rookie
12 months ago
That's the first thing I tried. I just tried it again and it did not remedy the issue.
- RokuERey
  Retired Moderator
  12 months ago
  Smarty-Pants,
  
  Thanks for your prompt response. This is likely a remote button issue. To see if the problem relies on the remote alone, try repairing it or changing some fresh batteries and see if that makes a difference.
  
  We would like to know if the issue also happens if you use the Roku mobile app as a remote. Check for more information here on how to use the Roku mobile app as a remote.
  
  Thanks,
  Rey
  - Smarty-Pants
    Reel Rookie
    12 months ago
    I had already changed the batteries in my remote.
    I installed the Roku App on my phone. First I tried it on another Roku device in my house. It worked as it should. Then I switched over to the problem Roku and tried it. Same thing - it jumps over the channels on the home screen. Weird.
Val_F
Newbie
11 months ago
Same thing started happening to me a few days ago. Software is up to date, new batteries, system restart etc. Prior to this my soundbar was working fine.
Contacted customer support and their only solution was to do a factory reset, which I'm unwilling to try because I assume it is a generic response from them and probably won't work either. Plus I will have to re-register all of my passwords etc. Has anyone tried the factory reset?
- sjl9069
  Binge Watcher
  11 months ago
  Factory reset did nothing.
  - Val_F
    Newbie
    11 months ago
    As I suspected. I did the factory reset as well, it did nothing. I contacted customer support again, and was told my only option was to perform another factory reset. So now I'm stuck with a device that doesn't work properly. The agent abruptly left the chat when I asked to speak to a manager. I wonder if filing a complaint with the Better Business Bureau would do anything? Seems severe but seeing as that I have a piece of equipment that is not working properly and the company won't support it, I do feel like it's a giant waste of money seeing as that you're relying on their software to actually continue to work after you purchase...
- Rodie1025
  Reel Rookie
  11 months ago
  Factory reset only helped mine for less than a day. Then it went back to not working.
ChristiY
Reel Rookie
11 months ago
Still having problems. I have the Streambar
Software: 12.5.5
Build: 4174
I've been having the same problems since Wednesday as everyone else here; it's now Sunday. I've been able to get it to work on and off, mostly off; especially if it falls asleep. I've factor reset, rebooted, checked remote, connection, etc. We've had this stream bar a month, regretting my buy. It has got to be a software problem. Especially reading that someone replaced theirs and still has the same problem. There haven't been any new updates.
ChristiY
Reel Rookie
11 months ago
Everyone that is having this problem try plugging in to your ethernet. It is a wireless problem (most likely through an update) even if your modem is sitting next to your Roku. When I am wireless I can't access the "apps" but plugged in I don't have any problems. I have been able to duplicate this. And yes, wirelessly, I have tried resetting the system, the network, to factory reset. IF it worked it wasn't for long.
RokuCarly
Community Moderator
11 months ago
Greetings Community users!

We believe that this issue has been resolved. To refresh your affected Roku devices' systems, please reboot them under Settings > System > Power (skip if unavailable) > System restart.

This thread is now being closed as the matter has been successfully resolved. If you continue to experience the same issue, we encourage you to initiate a new thread. We are more than willing to provide further assistance.

Once again, we highly appreciate your continuous patience and understanding.

Best regards,
Roku Community Team

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Cannot toggle through apps on my Home Page

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