Forum Discussion

vNoDespair's avatar
vNoDespair
Reel Rookie
3 years ago

[Roku Select Series TV] No signal when pressing home button on PS5

We purchased our Roku - 65” Class Select Series 4k Smart Roku Tv about a week ago. So far it’s going pretty well. The only issue we’ve been is that when we’re playing on our PlayStation 5. When we ar...
vNoDespair's avatar
vNoDespair
Reel Rookie
3 years ago

RokuArjiemar Unfortunately, that doesn’t solve my current issue as I already have “game mode” set to “on” and this problem has persisted despite this. 

RokuJechealR's avatar
RokuJechealR
Retired Moderator
3 years ago

Hi vNoDespair,

Thanks for the follow up regarding your PS5 issue.

We would be more than happy to look further into this issue, but we will need more details.

Can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
  • 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).
  • Can you provide a video or screenshot of the issue you're experiencing?

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Regards,

Chel

  • vNoDespair's avatar
    vNoDespair
    Reel Rookie
    3 years ago

    RokuJechealR RokuArjiemar 

    Thanks for the swift replies. Here is a link with the info you asked and a video of how the issues happens.

    https://imgur.com/a/9c5KiFS

    I also forgot to mention I do have a sound bar connected via ARC. When this issue happens or honestly whenever I press the ps5 home button on the control the sound cuts and I cannot restore it unless I go home on the tv then go back. I hope this issue can be solved as it’s super frustrating and causes me to have to wait 15-20secs as the cycle of no connect happens. 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      3 years ago

      Hi vNoDespair,

      Thanks for following up!

      We really appreciate you providing a video of the issue and adding some details.

      Can you please provide the remaining information that is needed:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • 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).

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

      All the best,

      Chel

      • vNoDespair's avatar
        vNoDespair
        Reel Rookie
        3 years ago

        RokuJechealR 

        Device Model: 65R4A5R 

        Serial Number: X01200ES3SPS 

        Device ID: S0NU431S3SPS

        Software/OS Version: 12.0.0 Build 4182-ET

        As for the Tracker ID I sent it in the previous link but here are 3 more times I recorded it. 

        PS-219-872

        PS-219-166

        PS-218-953

        I hope this will help solve this issue soon as I’m really debating returning the TV if not fixable. Thanks for the help thus far. I appreciate it.