Forum Discussion

Ziroz's avatar
Ziroz
Channel Surfer
8 days ago
Solved

Stuck on ACR Agreement/Smart TV Experience Screen

When I turned on my TV this morning (with a Roku Ultra device attached to it), I immediatly got a screen asking me to agree to Roku's Automatic Content Recognition (ACR) Policy.  

When I tried to select the "Agree" button, it would not respond to any of my remote commands. I tried both remotes that we use for this TV, and neither worked. I also tried using the Roku app remote function and that did not work either. I am just stuck on the screen shown below.

I tried a hard reboot of the Ultra by disconnecting the power for about an hour and when I reconnect this screen still comes up and it is still unresponsive to all remote inputs. 

I also tried hitting the [Reset] button on the bottom of the player with no results.

One final piece of info:  The Ultra device is blinking like it's not connected to wifi, but since it's stuck on this screen, I cannot get to settings to verify that it is connected to wifi.

I'm at a loss here. Is anyone else having this issue? Suggestions?

 

roku player
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  • renojim's avatar
    renojim
    8 days ago

    Ziroz​ , to be clear, that message has nothing to do with your Ultra device - it's coming from your Roku TV.  I you're using the Ultra, there's probably no reason to have the TV connected to the Internet.  It's trying to snoop on everything you watch from every device connected to the TV.

4 Replies

  • Ziroz's avatar
    Ziroz
    Channel Surfer
    8 days ago

    Update:

    After fussing with this for about 3 hours, I figured it out. Not sure how I did it, but I ended up reconnecting the Ultra device from scratch. It is now reconnected to my wifi and seems to be working as it should.

    What a pain...

    • renojim's avatar
      renojim
      Community Streaming Expert
      8 days ago

      Ziroz​ , to be clear, that message has nothing to do with your Ultra device - it's coming from your Roku TV.  I you're using the Ultra, there's probably no reason to have the TV connected to the Internet.  It's trying to snoop on everything you watch from every device connected to the TV.

      • Ziroz's avatar
        Ziroz
        Channel Surfer
        7 days ago

        Kudos to you, renojim! You're absolutely correct that my Ultra is connected to an older Roku smart TV. (The Ultra device performs MUCH better that the Roku software that's built into the TV.) 

        It never occurred that the message was coming from my TV, and not the Ultra. 

        Thanks so much for clearing this up for me!

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      8 days ago

      Hey Ziroz​ 

      Glad to hear everything is working now! If it happens again, please don’t hesitate to let us know—we’re here to help.

      Happy Streaming!💜

      Roku Community Team