Channels & viewing

[hankpb]

Hello. I’m having the same problem in the last two weeks. Apple TV and YouTubeTV no longer show-up as apps in my Home Screen.  I have Model 3810x. If that model is not supported, how is it that both still can work perfectly when launched  from the search area?  Also they were in my Home Screen apps just a couple weeks ago. And I confirm I do not have  a tile viewing problem. 

[RokuTakashi]

Hi, @hankpb 

Welcome to the Roku Community!

We appreciate you for reaching out here for support regarding the missing app tiles on your Roku device, and we're here to assist. For this matter, let's take the steps below to ensure that this issue is resolved.

Ensure that the apps (Apple TV and YouTube TV) are installed on your Roku device.

To add applications to your Roku device, please refer to the instructions below:

1. Press Home   on your Roku remote
2. Scroll and select Store 
3. Select Channels, then browse by genre, recommended, featured, top free, and other categories
4. When you want to learn more about an app, press OK on your remote
5. If the app is free, select Add channel; if the app requires a subscription, select OK to start a free trial or purchase a subscription

The app will be added to the bottom of the list of apps on the home screen. If you prefer, the app can be moved higher up the list.

An additional troubleshooting step we would recommend after ensuring that the apps have been successfully added is to perform a system restart. To do this, navigate to Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).

We hope this works, and let us know if you have further concerns or inquires.

Best wishes,
Kash

[hankpb]

Hello Takashi.  Thank you for taking the time to help solve this issue. I do see the YouTubeTV and Apple TV apps already have the check mark indicators at the bottom right of their tiles but no option to install the app which tells me they are already installed since I can launch them from the Search area. They currently only have the option to open the app and nothing else.  After restart through Settings as you advised, they still do not show-up anywhere in the Home Screen and are still only accessible through the Search menu.

As a test, I was able to install other apps that did not have the check marked indicators like YouTubeTV and AppleTV. These other apps did successfully show-up on the Home Screen unlike YouTubeTV and Apple TV.  So the mechanism of putting installed apps onto the Home Screen seems to be working— just not for YouTubeTV and AppleTV.  

Best,

Hank

[RokuTakashi]

Thanks for keeping us posted, @hankpb 

Our team would like to investigate on this issue so we can provide you with an effective resolution to address this matter. Can you please provide the details below?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
• Image referring to the issue. (On the channel tile list and search option)

We hope for your response along with the requested details so our team can work on this issue further.

Best wishes,
Kash

[hankpb]

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)  
• 3810X - Roku Streaming Stick+
• YHO0H9531663

• 2130CH531663
• 14.0
•  

• TRACKER ID 63-495-182

• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

YouTube TV

Version: 2.22.130000084 • Nov 4, 2024

Apple TV

Version: 15.0 b 66 • Oct 7, 2024

unable to send any pictures to inherently show the problem unless it was a video.  Your support will need to provide a better capturing method if you cannot provide video upload method.  We can also do FaceTime  if your support has that capability. 

Best,

Hank

[RokuRiamie-D]

Hi @hankpb,

Thanks for providing your Roku device details precisely!

We have forwarded your information to our Roku-appropriate team for review. Rest assured that we will update you once we have further information about this. In the meantime, your cooperation and patience would be appreciated as we work on this issue.

Thanks,
Riamie