Forum Discussion

walkoffhomerun's avatar
walkoffhomerun
Streaming Star
2 years ago

How is the missing app icons and blank screen issue STILL not fixed even after Roku posted it was?

So there are numerous discussions on this forum about people can't use their TVs because the missing icons don't allow you to select any apps or see the live tv guide and it forces people to do constant restarts on their roku devices and Roku finally acknowledged on this forum that there was a known issue and they think they had taken care of it and that was last Friday and the problem still hasn't been fixed yet. How has this not been fixed yet? People have posted photos, posted model numbers and it's not one specific brand of TV. it's  also streaming players, it's TVs and it is a huge issue that's affecting a lot of people and it still has not been fixed by Roku. What is going on? this should be fairly straightforward to resolve and it's getting to the point where people are about to get lawyers involved because they've got expensive TVs they can't use. And for Roku to keep telling people just to restart the TV every time it happens is a bogus workaround and it is not a solution. To tell people it's a hardware issue is a bogus workaround and it's not correct. This is an issue inside roku's Network or programming and it needs to get fixed so why has it not been fixed?

They all seem to respond around one central theme which is before this problem started their Roku TV switched to a four grid wide icon pattern and made the app icons smaller it didn't last very long but when it returned back to the normal three grid wide column all the icon started to either disappear or turn into gray boxes or flicker on real quick then flicker off and disappear. At the same time other functionality had the same issue like the live TV would not display the TV guide. Other sections as well had blank screens.

Other forum topics on same issue:

1) Channel tiles missing from Home Screen (*** Roku actually responded to this thread last Friday and said the issue was resolved but it's not. people are still having problems including myself)

2) Lost icons on Home Screen

3) 5 Roku tvs unwatchable 

4) Icons disappearing on Homescreen

5) Icons resized on home page (this is the start of when app icons started to disappear is after the four grid wide glitch)

6) Channel Icons Are Very Small Now

6 Replies

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  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi walkoffhomerun,

    Greetings from the Roku Community!

    We appreciate you letting us know about this issue. Please provide us with the following information so we can investigate further:

    1. Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About.)
    2. Tracker ID when this issue occurs. (When you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID.)
    3. A photo or video clip referring to the issue.

    We'll be waiting for your response.

    All the best,
    Eunice

  • walkoffhomerun's avatar
    walkoffhomerun
    Streaming Star
    2 years ago

    The missing or greyed out tile icons and missing tv guide issue is officially resolved - FOR NOW - but only after software build # 4172-88 but it does NOT come as a software update but as a channel app update where the first 2 updates are no name app updates.

    So, Software 12.5.0 Build 4172 - NO FIX, icons and tv guide still missing

    But, Software 12.5.0 Build 4172-88 - YES, fixed

    I have 3 Tv's fixed to 4172-88 but i still have 2 Tv's stuck on 4172

    But.... with 4172-88 you are converted to a 4 grid wide app icon menu so the app icons are smaller and there is a whole other topic on this support site people dont like it.  Also with 4172-88 you get the continue watching icons above the app icons.  those have come and gone over the last 2 weeks.

    So, as i suspected and posted earlier this has been a GUI menu design mess up from Roku developers all along.  Not a network issue but a graphical design error that has caused this problem to linger into it's 3rd week.  Unacceptable to have Tv's unwatchable for that long.

  • Kerinbot's avatar
    Kerinbot
    Channel Surfer
    2 years ago

    I also absolutely hate the new setup! Why change something that worked? Why make it harder to read? This is just stupidly changing things to change things. Before you change something that's basic to the interface you should set up options to let people change back if they don't like it.

    It's not like you have to program something new... you obviously already had the programming to show it the old way!

    Please either revert, or give people the option in Settings to switch between icon sizes!

    I would bet that those of us who are bothering to inform you of our displeasure are just a small proportion of those that are frustrated with the change... There are most certainly many, many more unhappy customers who haven't figured out how to report their unhappiness yet!

    Those of us who have figured out where to report problems here, are probably the more tech savvy, or the early adopters.

    The ones who haven't been able to speak out yet are probably the ones that are even more unhappy.

    This is the sort of thing that makes people move to other platforms!

    Incidentally, I was also having the problem that certain channel  icons, especially my most used ones (YouTube), were disappearing, and I had to reboot and cycle power (not the identical thing, as it turns out) my system multiple times to get the ones I most needed back... and that wasn't even all of them! Some are still missing!