Channels & viewing

[XavsXavs]

Hi all.

I purchased an Onn. Roku TV and after I installed it I can't use Disney+ and Netflix.

Disney+ tells me that I need to update the system in order to use it but when I try to update I get the message that the system is already updated.

Also netflix shows an undefined error and I can't use it.

I tried to update through the settings and it didn't work. Also tried through recovery menu and same result.

When I tried to download the update from the roku web site I get the message that the model is not recognized.

Info from my TV.

Model onn. : 100012589

Hardware ID: KD12X

Serial Number: X02700WTADWK

Version: 11.0.0 ver. 2697-H2

Can someone help me?

[renojim]

Your Roku software version is way behind.  I don't know why it would say you're up to date.  Are you sure about that Hardware ID?  I can't find it.

[XavsXavs]

Yes. I'm sure. I took the information from the settings menu. I'm in Mexico that's why the picture is in spanish.

[renojim]

The software version is most likely the problem, but not being able to update may be the bigger problem.  Maybe someone like @RokuTakashi can help.  I don't know why you have a TV with what appears to be an invalid Hardware ID.  You might want to contact onn to see what they have to say.

[XavsXavs]

I already contacted to ONN support but they are asking for the receipt but I don't have it anymore.

Also I noticed that the system version was downgraded by itself and I don't know why.

[RokuRiamie-D]

Hi @XavsXavs,

Thanks for posting in the Roku Community!

Thank you for bringing to our attention the issue with your Roku TV not working with the Disney Plus and Netflix channels. We also appreciate @renojim for tagging us in this thread. We would like to investigate this issue further.

Please provide us with the following:

1. Does this issue occur only on Disney Plus and Netflix?
2. Have you tried watching other channels?
3. If you could provide us a photo of the TV screen showing the error display on screen that would be helpful.

To insert an image in a post:

1. Start a new post.
2. Click Insert Image.
3. Choose an image source location.
4. Follow the on-screen instructions

We look forward to your response.

Thanks,
Riamie

[XavsXavs]

Hi @RokuRiamie-D

1.- Yes, only on Disney+ and Netflix.

2.- Others Channels are working well.

3.- This is the error message.

I checked for system updates today and it still says my system is up to date. 

[RokuTakashi]

Hi, @XavsXavs 

Thanks for keeping us posted.

We appreciate for pinging us, @renojim.

Our team would like to take a closer look at this so we can further investigate.

To assist us in the investigation, 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).

We hope for your continuous engagement in this thread so we can provide you with further support.

Thanks,
Kash

[XavsXavs]

Hi @RokuTakashi

Here are some pictures from the requested information.

Let me know if this is ok for you.

[RokuRiamie-D]

Hi @XavsXavs,

Thank you for providing your Roku device details!

We have forwarded your Roku device information to our Roku appropriate team for further investigation. Rest assured, we will update you once we have information about this issue.

Your patience and cooperation would be appreciated as we work on this matter. Thank you for your understanding.

Cheers,
Riamie