Forum Discussion

ZiggyZooks's avatar
ZiggyZooks
Reel Rookie
2 years ago
Solved

Forced software update relocated entire row of pixels. Was completely fine!

LC-43LBU591U7201X

Software Version 12.5.5 build 4174-38

 

Yeah, i got forced a big update and doing so, it relocated an entire few rows of pixels. The TV has not been moved, damaged, touched, tampered with, etc. The new update went out and a big line of pixels from the middle area of the screen is now 3/4 up the screen in the wrong spot.... wth.

photos at

https://www.reddit.com/r/Roku/s/nKvSwh9JjQ

 

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Thanks for the quick response, ZiggyZooks.

    We appreciate all the information you've provided. In this case, since this is a Sharp Roku TV, it will be highly effective if you raise your concern directly with your TV manufacturer as they support the hardware of your TV. Roku only supports the software operating system of it. 

    Kindly visit this link to help you reach out to Sharp TV Support: Contacting Support for Your Roku TV

    We hope you get everything sorted out soon and appreciate you bearing with us in the meantime.

    Best regards,
    Carly

5 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    A warm welcome here in the Roku Community, ZiggyZooks!

    We appreciate you for bringing this to our attention and we'd be more than happy to look closely into the pixelated screen you are seeing on your TV screen after a software update. 

    In this case, we'd like to collect further information about this and with this being said, kindly provide us with the following details below:

    • When did this initially start and when did the software update prompt? Is this during playback?
    • A photo of it as we can't seem to open the link you have provided.
    • Roku device model, serial number, and device ID. (this can all be found in Settings > System > About)

    We'll be anticipating your response as we are eager to help you find the best resolution possible.

    Best regards,
    Carly

    • ZiggyZooks's avatar
      ZiggyZooks
      Reel Rookie
      2 years ago

      Problem started IMMEDIATELY after downloading a big update about 2-3 weeks ago- the second the TV reset, we saw the line across the screen. TV has not been physically touched. 

      The line, spanning across the entire TV is a slim section of pixels that were placed at the wrong Y coordinate in the pixel range 

       

      Again, This ONLY started after a major update. I have since factory reset, reset picture settings, and ANY other settings. I have reseated / tried different HDMI cables, The TV was never physically moved, or touched. In fact, we turned it on, was prompted to install a new update, reset, and bam- Line across the topTV

      Model: LC43LBU591U

      Hardware ID: 7201X

      SN: YN008G971283

      Software Version: 12.5.5 Build 4174-38

      Device ID: 9G4798971283