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DJB321
Reel Rookie

Missing letters on main screens

I purchased a Roku soundbar several months ago and it started missing letters and block style letters that are unreadable.  I restarted, powered up/down and it always works.  
this happens several time each day.   

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5 REPLIES 5
RokuCarly
Community Moderator
Community Moderator

Re: Missing letters on main screens

A warm welcome here in the Roku Community, @DJB321.

We appreciate you reporting this to us, and we'd be happy to look closely at the missing letter you've observed on your Home screen. 

In this case, we will coordinate this with the appropriate Roku team for further investigation and correction. With this being said, kindly provide us with the following 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)
  • A photo of the missing letters for reference. 

We'll be looking forward to your update.

Best regards,
Carly

Carly Y.
Roku Community Moderator
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DJB321
Reel Rookie

Re: Missing letters on main screens

Can’t seem to change to HTML to post pics, but ID is: 20-199-742

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RokuCarly
Community Moderator
Community Moderator

Re: Missing letters on main screens

Thank you for responding, @DJB321.

We appreciate you providing us with an Issue ID. Could you also provide us with information about your device? 

  • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)

We'll be looking forward to your update.

Thanks,
Carly

Carly Y.
Roku Community Moderator
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DJB321
Reel Rookie

Re: Missing letters on main screens

Here it is again 

model: 9101R2

s/n: YL009T717720

device IS: 3K6249717720

software version: 12.5.5 build 4174-95

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RokuCarly
Community Moderator
Community Moderator

Re: Missing letters on main screens

Thank you, @DJB321.

This is appreciated. Rest assured that we have already forwarded this to the appropriate team for further investigation and determining the cause. Once we've been notified of updates from the team, we'll let you know immediately.

Your continuous support, patience, and understanding are highly appreciated. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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