Channels & viewing

[Redcat13]

Suddenly all the channels have disappeared and the only option being shown is the turn off tv. If I try to add a channel, eg hulu by using that button on my remote the installation fails. I restarted the streaming stick and now it is completely frozen. Any ideas what might have happened and what might unfreeze the stick?

[RokuMary-F]

Hi @Redcat13,

Thanks for posting in the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running. To better understand the issue you are experiencing, can you please provide us with more detailed information about the issue you are experiencing? How are you powering your Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet? Have you tried plugging the Roku device into a different HDMI port on your TV or a different TV, to test and isolate the issue? Have you already tried performing a factory reset on the device?

We would recommend disconnecting your wireless network, then rebooting your Roku device to see if your Roku device is experiencing the same issue. Once the device passes the freezing screen, try reconnecting your wireless network.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[Redcat13]

Thanks for all the ideas, Mary. Unfortunately none of them were successful in unfreezing my device. I’ve since read that others are having issues due to a rollout of a new upgrade - could this be the same problem?

[RokuMary-F]

Hi @Redcat13,

Thanks for keeping in touch and providing the additional information.

We'll have a member of our Support team reach out to you via email, they will continue assisting you from there and provide a resolution to this issue.

If you need any additional help and we’ll follow up to continue assisting you.


Best regards,
Mary