Channels & viewing

[mmooradian]

Over the weekend I tried watching HGTVGo and TLCGo after selecting the app the screen won't load and you cannot maneuver through the app then it eventually takes me back to the home screen. I've rebooted my router and modem. My Roku has been updated and I've disconnected Roku from the power source and still those two apps won't work.

[RokuERey]

Hi @mmooradian,

Thanks for your first post to the Roku Community!

We appreciate you letting us know about the experience you had when trying to access those channels and the troubleshooting steps you've taken so far.

Have you tried to remove the channel and reinstall it? If not, try to navigate from Home on your Roku remote, highlight the channel tile, press the * sign button, and then select remove. Make sure to restart your device before adding the channel back from Home>Settings>System>System restart. Then try to add the channel back.

Refer to this article for further troubleshooting steps: How do I resolve channel playback issues?

Let us know if the suggestion above clears up the issue, so that we can further assist you from there.

Warm regards,

Rey

[mmooradian]

I tried uninstalling and reinstalling and it still will not load the videos. Netflix, Hulu and Prime are working fine.

[mmooradian]

Do you think it could be the version of Roku? Those two apps work on my Google Smart TV'S 

[RokuERey]

Hi @mmooradian,

Thanks for the response and the attempts at resolving this issue. We'd like to look further into this.

Give it a try to check for a software update first and see if it works, from Settings > System > System update.

If the issue persists, please provide the details below so that we can further investigate this:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
• tracker ID when this issue occurs (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).
• steps to reproduce the issue you are seeing
• errors that you are experiencing on screen
• can you provide a video or screenshot of the issue you're experiencing

We'll be eager to wait for your update. Thank you!

Regards,

Rey

[mmooradian]

When I checked the last system update I noticed it was on 5/19/23 on 5/20/23 I found the problem with the channels. I then looked up my version of Roku and it was from 2018! Today I bought a new Roku and the channels seem to be working. Thank you for trying to assist me in resolving the issue.