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Sammy-68123
Reel Rookie

Character dropout on channel guides and home screens

Over the last 2-3 weeks (today is 6-229-23), I've had a problem where text characters drop out on the displays for both Pluto TV and Hulu (I haven't checked it on other services I use).  I've seen it in channel guides, on home pages, and in the bottom of screen identifying lines (time remaining, etc).  Doing a system restart on the Roku unit clears the problem, but I've come to a point where I've had to do so at least 1-2 times a day while streaming.

I'm using a Roku Premiere + model 4630X with an Ethernet connection, The latest software version was from 5-10-2023 and is up to date.  

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3 REPLIES 3
RokuTakashi
Community Moderator
Community Moderator

Re: Character dropout on channel guides and home screens

Hi @Sammy-68123,

Welcome to the Roku Community!

Thanks for letting us know about the behavior you are seeing while streaming on Pluto TV and Hulu, and we would be more than happy to assist. We recommend performing the steps below to resolve the issue.

1. Remove the channels affected by highlighting them and pressing the star (*) button.
2. Restart the Roku device from Settings > System > System Restart.
3. Install the channel again by searching the channels in the "Streaming Store."

After you have performed these steps, kindly check to see if you notice any difference.

Please keep us posted on what you find out.

All the best,
Kash

Takashi O.
Roku Community Moderator
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Sammy-68123
Reel Rookie

Re: Character dropout on channel guides and home screens

These measures have not corrected the problem, which has also shown up on the Roku home screens from time to time.  It seems to happen during times I am switching back and forth from one Roku channel to another and can affect the operation of that channel with lags, delayed response, and erratic displays.  

I have tried unplugging both the power cord and the HDMI cable to the TV and reconnecting them, but it did not work indefinitely.

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RokuAnjelie
Community Moderator
Community Moderator

Re: Character dropout on channel guides and home screens

Hi @Sammy-68123

Thanks for posting here in the Roku Community! 

We want to gather more information about the issue you're running into. Can you please give us more details regarding the problem you're having so we can further assist you:

  • Roku device model, Serial number, Device ID, and Software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
  • Steps to reproduce the issue you are seeing
  • When did you start seeing this issue occur
  • Screenshot of the issue you're seeing

Once we have this information, we can pass it along to the appropriate Roku team for further investigation. We are looking forward to your response.
Thanks,
Anjelie

Anjelie A.
Roku Community Moderator
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