Forum Discussion

Gmcqueen's avatar
Gmcqueen
Binge Watcher
3 years ago

Live TV guide causing problems.

Roku installed their live TV guide/app without asking and it has been nothing but trouble.  I have to start, then restart the app, otherwise it opens to the last live channel I watched and won't let...
dlb502003's avatar
dlb502003
Reel Rookie
3 years ago

how do i get tv viewing

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi dlb502003 

    Thanks for the post.

    We do not have enough details from your original message to make an effective suggestion. Could you tell us more about your concern?

    With more information, we can assist you further.


    All the best,
    Kariza

    • Gmcqueen's avatar
      Gmcqueen
      Binge Watcher
      3 years ago

      I'm not sure what else to add.

      You installed a new Live TV app/widget about a month ago. I had been using Antenna TV up to that point.

      When I opened the app, it took me to the Live TV Guide (this was new)

      After navigating to a channel, all navigation functions froze. I could not change channels, open the guide or anything. The only thing I could do was return to the main menu. 

      After going back to the channel I wanted, it would freeze again (after about 1 minute)

      I tried unplugging the TV - no change

      I tried switching back to the Antenna TV app - no change

      I tried Factory Reset which did fix the problem for a few minutes, until you once again installed the Live TV app and TV navigation froze again.

      This does not seem to affect any of the other apps I use; Netflix, You Tube and others all seem to be working fine.

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello Gmcqueen

        Thanks for reaching out here in the Community!

        Please provide us with the following information for further investigation:

        -Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
        -Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
        -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)
        -Steps to reproduce the issue you are seeing.

        Once we have the information needed, we'll be able to forward it to the appropriate Roku team to investigate further.


        Regards,
        Karla