Forum Discussion

karmutt's avatar
karmutt
Channel Surfer
3 years ago
Solved

TCL Roku TV freezing 15 seconds after startup (not a startup loop situation)...

I have a six-year-old TCL 55UP120. It's had issues now and again and I've always been able to solve them. But today... I turned on the TV and was able to get past the startup screen and onto my home...
  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    djparekh 

    Thanks for the follow up. We appreciate your patience while we looked into the manner.

    The issue you are experiencing may be related to a hardware issue. At this time, we would recommend contacting your TV's manufacturer directly to report this issue and request additional support. Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS.

    For a list of Roku TV manufacturers contact information, visit our Community post here: Contacting Support for Your Roku TV

    Please keep us posted what you find out.


    Thanks,
    Danny

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

karmutt 

Thanks for the post and providing us with your device information.

I have passed along your concerns and details to the appropriate Roku team to investigate further.


Thanks,
Danny

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

karmutt 

Thanks for your patience while we investigate the issue.

For clarification, what devices are connected in your home setup? If you have other devices connected into your setup, we would recommend disconnecting all of the devices and then restarting your TV to see if you are still experiencing the issue. If the issue is resolved, we would then recommend adding each of your devices back again to see if which device may be causing the issue.

Please keep us posted what you find out.


Thanks,
Danny

  • djparekh's avatar
    djparekh
    Channel Surfer
    3 years ago

    Tried it, no devices connected and did not solve the problem. What is your next useless solution?

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi djparekh,

    Thanks for sharing your observation.

    We're sorry to hear that you're having this experience with your TCL Roku TV. We are currently aware of the issue and our appropriate team working diligently to resolve the issue. Rest assured once more information is available I'll be sure to update this Community thread.

    We appreciate your patience while we investigated this issue.


    Best regards,
    Mary

    • djparekh's avatar
      djparekh
      Channel Surfer
      3 years ago

      It has been 4 months since this issue was flagged. How much longer am I supposed to wait? Also, this is the first time someone actually even acknowledged that this is an issue and that you are working on it. This is absolutely terrible customer service. Am I just supposed to sit with a dead TV for 6 months?

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

        djparekh 

        Thanks for the follow up. We appreciate your patience while we looked into the manner.

        The issue you are experiencing may be related to a hardware issue. At this time, we would recommend contacting your TV's manufacturer directly to report this issue and request additional support. Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS.

        For a list of Roku TV manufacturers contact information, visit our Community post here: Contacting Support for Your Roku TV

        Please keep us posted what you find out.


        Thanks,
        Danny