Forum Discussion

KCbus's avatar
KCbus
Reel Rookie
2 years ago
Solved

Menu interrupts programming

I watch TV with DirecTV Stream on a Roku Express.

Previously, while watching TV, either live or DVR, I could access the menu and browse other programming or look at my recording list or search other content... everything you can do with the menu, and the program would continue in the background.  All of a sudden, if I try to access the menu, the program stops.  It won't resume until I leave the menu.  This is particularly annoying when watching live TV, because if I try to browse during commercials, I used to be able to hear the sound and now when the program is back on.

Is this some kind of technical issue, or did a setting get tweaked somehow and I'm unaware of it?

  • RokuERey's avatar
    RokuERey
    2 years ago

    Hi jmikeh,

    Thanks for joining us here in the Roku Community!

    We appreciate you for sharing your experience and for the effort in resolving this.

    It seems like the issue persists, even after troubleshooting. In this case, we recommend reporting this to the channel support team for additional assistance.

    If an issue is isolated to a specific channel platform itself then this needs to be addressed with an update that the channel provider alone manages directly. Roku only holds the channel available on the platform.

    You can contact the channel team here: DIRECTV Customer Service & Support

    Let us know if they're able to resolve this.

    Thanks,
    Rey

23 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi KCbus,

    Thank you for contacting the Roku Community!

    We are happy to have you here and would like to assist you with the issue you are facing while streaming with the DirectTV Stream channel.

    To help you better, could you please provide us with some more information? When did you first notice the issue? Has there been any recent update that could be causing this issue? Also, let us know if you have tried any troubleshooting steps on your end.

    Please share these details with us to help us understand the situation better and provide you with a solution.

    Thank you,
    Rey

    • just_trying_to_'s avatar
      just_trying_to_
      Channel Surfer
      2 years ago

      Noticed the same thing as of a couple days ago.  Very annoying like many of the issues that seem to increase rather than get better.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi just_trying_to_ jmikeh,

        From the Roku Community, welcome and thanks for keeping us posted!

        We will be more than happy to assist you further with this issue that you had with the Direct TV channel. Please try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and selecting check for updates.

        If the problem still persists, please keep us posted.

        Kind regards,
        John

  • just_trying_to_'s avatar
    just_trying_to_
    Channel Surfer
    2 years ago

    Same here.  Just started a couple days ago.  Add it to the rest of the bugs and design flaws.  I guess fix one this and break 10 others.

    • jmikeh's avatar
      jmikeh
      Channel Surfer
      2 years ago

      Also occurring on my TCL roku tv with sound coming out of Yamaha receiver. the last couple of weeks I have noticed this occurring. On my other Roku tv it is not occurring. I am running direct streaming Roku app build 3920130 version 3.36

      It would be nice to know why this starting occurring. 

      • jmikeh's avatar
        jmikeh
        Channel Surfer
        2 years ago

        I removed and reinstalled the direct stream app. but still no sound going to guide or other menus.

  • bhpmsu's avatar
    bhpmsu
    Channel Surfer
    2 years ago

    I am having a similar issue on my TCL roku tv.  I have 4 sticks and no issue there.  On the Roku tv when I go to the Direct tv  Stream app there is no sound or show in the background when in the guide or menu.  I have no luck resetting the app or updating it.  I have fixed it when I uninstall it and reinstall it and stay in the app.  However as soon as I exit the app and go back into it the issue with no sound or background images is  back.  This is frustrating for the reasons others have stated.  I cannot understand why it is fine on my inside tvs with the sticks but the built in tv has the issue.  It is annoying as well when I delete and add the app it has to be set back up on my other tvs too.  I am looking forward to a fix.

    • just_trying_to_'s avatar
      just_trying_to_
      Channel Surfer
      2 years ago

      Same here.  No longer works correctly on my TCL Roku.  It is stopping the stream.  Works on stick fine.  Very annoying.  I may go away from Roku and\or TCL.  Can't pause anymore and go look at the guide or my saved programs because when you return, it just restarts the stream so you lose everything from when you paused.  Making this thing near worthless for me.

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi bhpmsu,

      Welcome to the Roku Community!

      We're sorry to hear about the experience you've encountered on the Direct TV Stream app, and we appreciate the troubleshooting steps you've taken to try to resolve this issue. Does the issue occur only on the Direct TV Stream app or all the channels installed on your Roku device?

      Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (if you do not see a Power submenu, skip to the next step.) > System restart.

      Please keep us posted on how it goes this time, and we'll continue assisting you from there.

      All the best,
      Chel

      • bhpmsu's avatar
        bhpmsu
        Channel Surfer
        2 years ago

        RokuJechealR 

        as far as I know it is only that app with the issue.  I use it the most so that is why it is so annoying when its not working properly. 

        I just tried the delete, restart, reinstall.  It did what it has been doing.  It works properly at first and then you exit the app and it is still not providing the typical background sound and video in the background during menu & guide scrolling.  I will try it one more time of delete, restart, reinstall before I reset all the other tvs.

    • jmikeh's avatar
      jmikeh
      Channel Surfer
      2 years ago

      Same experience as you bhpmsu

      works fine after reinstall but as soon as you close and go back in sound is gone.

      any luck finding a fix?

      • bhpmsu's avatar
        bhpmsu
        Channel Surfer
        2 years ago

        jmikehno luck fixing it yet.  I have not gone into the bowels of Direct TV as of yet.  I am hopeful that one day it will miraculously be fixed on their end with an update that happens automatically.  I can only imagine it is a Roku TCL / direct tv issue.  The other Roku sticks on my other tv's work fine.  If I feel like hitting a brick wall I might google it some more and go to DTV stuff.

  • RossT's avatar
    RossT
    Newbie
    9 months ago

    Did you ever find the solution for this, I have 2 new TCL tvs, the 43 inch has this problem but the 32 inch does not

    Does anyone have a solution?

    • bhpmsu's avatar
      bhpmsu
      Channel Surfer
      9 months ago

      My solution was to drop direct tv stream. I switched to HULU live after the ESPN Disney blackout last year.  It obviously was a processing issue with TCL tv's.  That is above my paygrade.  Hulu is fine.  I did like DTV better but it is way too expensive for what it is.  I recommend switching to YT or Hulu for live tv.  Neither offer what DTV has but it is what it is.