Channels & viewing

[TamaraMcMullen]

I am in canda and yes it was linked i have the app on my phone to beable to link again once the app is installed. But its all the Canadian channels not just one now

[RokuCarly]

Hi, @TamaraMcMullen.

Greetings from the Roku Community!

We appreciate you reaching out for support. We'd be happy to help you access Canadian channels on your Roku device.

Before we proceed, kindly let us know if you were able to access your Canadian channels before. Also, did your device recently receive any software updates prior to this happening that might have triggered this issue? 

Kindly provide us with your current running software version under Settings > System > About > Right arrow button to show the details.

Your response is highly anticipated.

Best regards,
Carly

[RH15]

We are having the same issue.

Used to get CTV Ottawa [where we live] on the app but now we get CTV Toronto and CTV2 Barrie instead

Have reinstalled the app and it works fine other than the wrong location

[RokuCarly]

Welcome to the Roku Community, @RH15.

Thanks for letting us know about being unable to stream your local channels. We'd like to suggest some steps you could try.

You may try entering your zip code in the Settings menu on your Roku device using the steps below.

1. Press Home on your Roku TV remote
2. Scroll and select Settings
3. Select System
4. Select the Zip code and enter your zip code
5. Press OK to update the zip code

Let us know how it goes and we'll go from there. Let us know if you need any help.

Best regards,
Carly

[RH15]

On our TV there is no place to enter your postal code/zip under settings/system There is just time zone etc.

[RH15]

our hardware id is A118x      software version 14.0      TCL model 50S535-CA

[RokuCarly]

Hi, @RH15.

Thanks for the additional information. In this case, we'll coordinate this with our relevant team for additional reinforcement.

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device model, serial number, device ID, and current software 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

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly

[RH15]

tcl model   50S535-CA

hardware ID A118X

serial # XOO3OOODRCK3

software ver 14.0

device ID S05MY08DRCK3

Will send other info later

[RokuCarly]

Hi, @RH15.

Thank you for the provided details. We'll be looking forward to the 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).

Regards,
Carly

[RokuCarly]

Hi, @RH15.

Our relevant team has already looked into this and advised that you directly coordinate this with the channel provider, as Roku does not develop or maintain this app. We can't proceed further with our investigation as we do not have control over this app. 

You may reach out to their Support team here: CTV Support | Contact US

We hope this will be sorted out soon.

Best regards,
Carly