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Cortezp_11's avatar
Cortezp_11
Reel Rookie
12 months ago

Hisense Roku tv goes back to Home Screen using any app

Lately for the past 2 months, our Roku Hisense tv keeps jumping to home screen while we are using any app on our tv.  we have tried everything from checking connection , restarting, and even factory...
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Cortezp_11's avatar
Cortezp_11
Reel Rookie
12 months ago

This happens when I use any and every app. I even disconnected from wireless, restarted, the whole thing; and it still does this. What should I do?! 

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    12 months ago

    Thanks for keeping us posted, Cortezp_11!

    We appreciate the steps you have taken to resolve the issue, and we are eager to find a solution as soon as possible. However, we need more details to proceed.

    For us to help you better, we will ask a set of questions to isolate the issue:

    • What is your device's OS version? (can be found in Settings > System > About.)
    • Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
    • Have you tried removing the channel you observed this issue on from the Roku home screen? Then, restart your device. Once it loads up again, add the channel and try playing content again.
    • Do you have another Roku device? If so, are you experiencing the same issue?

    Please keep us posted with the above information, and we will continue to assist you should you need further aid. We look forward to hearing your response.

    All the best,
    Chel

    • Cortezp_11's avatar
      Cortezp_11
      Reel Rookie
      11 months ago

      Version 14.0

      no everything remains the same, I only restarted setup and factory set up.

      yes after the reset and factory restart I had to upload the apps again but it continues to have the same problem. 

      No, I have another Roku tv (smart tv device) but I have no issues with any of the apps. I can watch any app and not deal with this Home Screen problem. 

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        11 months ago

        Hi Cortezp_11,

        Thank you for the response!

        We sincerely appreciate the time and effort you have dedicated to troubleshooting the issue at hand. To help you resolve this matter more effectively, we suggest that you consider the following steps:

        Restart your modem:
        To reset your internet connection, start by disconnecting your modem from the power outlet. Leave it unplugged for a full 10 seconds to ensure a complete reset.
        After the brief waiting period, plug the modem back into the power source.Allow some time for the modem to fully reboot and establish a connection before you attempt to connect your Hisense Roku TV again.

        If the issue persists, kindly provide us with the following details:

        • Roku TV model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
        • Tracker ID (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)

        Please keep us posted.

        Regards,
        Riamie