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...
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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.
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
I have had 3 Roku employees respond to this thread asking for more information. I have provided that information each time, but heard nothing in response. The problem is ongoing and so far not a single suggestion has been provided to fix it.
Is there another way of getting support for my Roku TV?
Should I just throw it out?
Anyone?
First thing to do is go to Settings/System/About from within your RokuTV and provide the following info (Model Number, Serial number, Device ID, Software Version and build numbers).
This will help to tailor the potential responses/suggestions and direct you to the proper support as necessary.
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It is a little unclear what your issue is. Need to provide more information when requested, not the same info. Screenshots would also be helpful to narrow down problem. Really have to help us "see" what you are seeing sometimes. (use the little camera icon in the response page to attach screenshots).
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Focusing on the "widget" for now. Roku OS 11 by default added a home screen tile/icon (widget) named "Live TV" to the Home Screen. Many of us had this tile named "Antenna" or some other name, and perhaps had a different icon image associated with it. This was overriden with the OS 11 update with the name "LiveTV" and a different icon resembing a guide.
To change the above OTA/Antenna Input, go to Settings/TV Inputs, select "LiveTV" and then "Rename". You can now choose a different preconfigured name and icon or select a custom name and choose your preferred icon (Set Name and Icon).
You can also choose to include the Roku Channel Live TV channels (streaming channels) when you select this OTA/Antenna tile from the Home Screen. By default, this is enabled already. If you want to hide the streaming channels, go to Settings/TV Inputs/Manage Channels/Hide Streaming Channels.
You can remove the OTA/Antenna tile completely from the Home Screen if you wish from Settings/TV Inputs/LiveTV/[Remove]. However, you will need this Input enabled (on the Home Screen) if you wish to watch OTA/Antenna TV channels.
A recent update to OS 11.5 just changed the EPG guide (the program guide) that users are seeing for their Live TV. (when in OTA/Antenna mode and regardless of whether the streaming channels are hidden or not). On my Insignia RokuTV, seems to work fine. Users with other manufacturers of RokuTV are having other miscellaneous issues such as guide info problems and layout problems, but haven't seen any with freezing/crashing problems reported.
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See if the following procedure helps fix the freezing/crashing issue you are running into.
1. Remove the LiveTV Input from your RokuTV.
2. Restart the RokuTV. (Settings/System/Power/System Restart)
3. Perform a manual System/Software Update. (Settings/System/Software Update/[Check Now]
4. Enable the LiveTV Input. (Settings/TV Inputs/LiveTV). Go ahead and rename it and choose different icon if you wish. (will now call this input "Antenna" to keep the instructions clear).
5. Restart your router and network equipment. Let it connect back to your RokuTV.
6. Scan your Antenna Channels. (Settings/TV Inputs/Antenna/Scan for Antenna Channels). You can skip the cable channels if you do not need them when Antenna is finished scanning.
7. Enter your Zip Code in Settings/System/Zip Code. (this apparently helps program guide info accuracy).
8. Return to Home Screen, select the Antenna tile and see if the issue is resolved. (converesely, note what is and is not working properly and what you selected at the time that caused the freeze/unwanted behavior). Don't just scroll around, be deliberate in your selections so you can see/remember what triggered the condition if still not working.
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I used to keep the Antenna channels seperate from the Streaming Channels (hide), but because of recent updates to the Guide that allows different filters, I have recently just merged the two and hidden unwanted channels from the lineup.
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See in any of the above helps you. Feel free to post back with more info and details what did, did not work for you.
Thanks for the response, but as you will see in the thread, I have responded as requested. I provided the information on my TV. I provided the information by hitting home 5 times and the back button 5 times as requested. I have described exactly what happened and what I have done. I have switched back to antenna TV, I have done a factory reset which by default requires a new channel search.
The problem has not changed, so why would my description of it change?
