Forum Discussion

Rblanken3's avatar
Rblanken3
Binge Watcher
3 years ago

Lost Ability to Navigate “channels/apps”

I have a Roku TV Model 50S535, purchased Sept 2020. We’ve had no issues until this week and it’s now impossible to navigate to any of our apps. It is NOT a remote problem: the issues are identical if I use the digital remote on my iPad AND I purchased a brand new remote just to exclude that as the problem.  We have unplugged the TV 3 times, waiting 60-120 seconds before plugging back. We have restarted through the Settings Menu.  We have cleared the cache so many times its belly is close to growling from being emptied. Once in a long while I’ve been able to select a channel but something entirely different shows up.  Also, because the Options button remains grayed out, we can’t delete anything, even if we wanted to.  Basically, we’ve followed every recommendation except a factory reset, which I would love to avoid.  Any other things to try?

16 Replies

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  • PawPawRon's avatar
    PawPawRon
    Streaming Star
    3 years ago

    You may wish to begin following the thread that another person started a few days ago who is having the same issue - I have been adding my comments to it as well and have also contacted Roku support. They got back to me this morning with suggestions that revolved around the remote being the issue despite the fact I stated in my support ticket that I have a generic remote also paired with the Roku unit and it too has the very same issue of not being able to navigate the Home menu - here is a link to that thread:

    Re: Unable to select channel on Home screen - Roku Community

    • Rblanken3's avatar
      Rblanken3
      Binge Watcher
      3 years ago

      Thank you.  I am now following your similar Roku issue.  In my initial problem description I did not mention that we had also checked multiple times to see that our system was running the latest software version. Each time there was no update version given.  Today, when I saw the latest version identified in another post, I could tell that our 10.5.0 / Build 4210 was outdated.  I have attempted multiple time to download the latest (now identified) software.  Frustrating on multiple levels!

      I can not get the system to update.  I’ve unplugged the TV and I’ve restarted the TV through the System.  Nothing!

      I know I have ample (very ample) internet connectivity through my wired connection, so that issue can be excluded.

      • renojim's avatar
        renojim
        Community Streaming Expert
        3 years ago

        Rblanken3, did you also get rolled back to 10.5 to solve some issue a while back like PawPawRon ?  It appears that once you get on some kind of "rolled back" list you're stuck on it forever.

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Hi Community users,

    Thanks for the posts.

    As renojim mentioned, it would appear that you are on a very old OS which can possibly be why you are experiencing this issue as the previous OS was 11.0 and you are still on OS 10.5.

    Can you please provide the device serial number/device ID on your Roku device and we can make sure your Roku device is updated to the latest OS.


    Thanks,
    Danny

    • Rblanken3's avatar
      Rblanken3
      Binge Watcher
      3 years ago

      Danny,

       
      THANK YOU!
       
      Following all the chatter on the Roku forum, I truly did not expect to get a response.  You’re restoring my faith… now, if we can just get my TV’s OS to update, I’ll be ecstatic.
       
      Just so you know, I’ve done just about every “help hint” I’ve found except doing a factory reset, which many said made the problem worse.
       
      I even purchased a new remote simply to be 100000% sure that was not the problem.  I also switched the TV to wireless and then back to wired to disprove the hint that it was probably a network issue…. nothing— absolutely nothing will unlock the brick wall firmly established between the 10.5 OS and the 11.0 OS I know is probably the problem, as you state.
       
      Here is the data you request that is associated with my Roku TV:
       
      Serial number: X00300GPJ57G
      Device ID: S05MY06PJ57G
    • Rblanken3's avatar
      Rblanken3
      Binge Watcher
      3 years ago

      Danny,

      I provided you with the Serial # and the Device ID to my Roku TV and notice that the OS is still running on 10.5.

      I assume your tech team may be having challenges getting the OS on my TV updated or the issue resolved, at least.

      I don't know that it makes a difference, but the message on the screen says the OS was last updated December 23. I'm assuming that may be 23 Dec 2022 rather that 2021, but I'm not sure.

      rblanken3

      Ruth

    • Rblanken3's avatar
      Rblanken3
      Binge Watcher
      3 years ago

      Danny--  Our TV is still meandering around, lost in the OS 10.5 never-never land.

      Are you all anywhere close to finding a solution to why my Roku TV can not upgrade from OS 10.5 to the latest OS?

      Because of this, we are paying for apps we can not use or close out!!!  

      Each day that's passing is stirring the "I'm hot" coals a bit more.

      Hope to hear from you soon!

      --- rblanken3, the 75-year-old grandmother who is trying really really hard to stay positive

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Rblanken3

        Thanks for the post.

        At this time, can you please check for a manual update on your Roku TV and let us know what OS your Roku TV is on after?

        For more detailed information about how to check for a manual update, visit our Support page here: Update the software on your streaming devices

        Please keep us posted what you find out.


        Thanks,
        Danny

  • Rblanken3's avatar
    Rblanken3
    Binge Watcher
    3 years ago

    After attempting every possible solution with no resolution, I finally gave in and did a factory reset.  This did resolve the problem; however, none of the apps associated with my user profile carried over. It took over an hour to reset the apps to return usage to what I used prior to the factory reset.  But.... a factory reset did resolve the issue of the TV not being able to update the OS from 10.5 to the current OS.