Channels & viewing

[upset1235]

Roku Model 3910RW Roku Express+
Serial number YG00CR483072 (C5379C483072)
Software version 10.0.0 build 4209-51
Device ID C5379C483072
Issue ID 72-384-543

This issue started on 9/18 at about 12:00am at least that's when I noticed it. Every channel on my roku was giving me the same error "Can't run channel becuase it could not be reinstalled from the network." On 10/4 I deleted some of my apps and changed wallpaper to "default" and screensaver to "digital clock" sounds are "default.

Now I am able to load Netflix Version 5.0 build 980211420 (was working previously), Showtime Anytime Version 2.18 build 26, Starz Version 3.15 build 45, AMC+ Version 1.0 build 14, Roku App, and True Crime Channel. However, I am still not able to load the following apps:

Hulu Version 6.50 build 0 (now getting different error - "Can't run channel because there is not enough space")

Prime Version 12.0 build 2021090212 (same error "Can't run channel becuase it could not be reinstalled from the network."

HBO Max Version 5013 build 3 - (now getting different error - "Can't run channel because there is not enough space")

Discovery + - (now getting different error - "Can't run channel because there is not enough space")

It seems like deleting some apps freed up some space to allow my device to load some of the channels, I am getting a "loading" when they open, but they do open after a few seconds.

For some reason my roku thinks it doesn't have enough space to run all of the channels. I have never had a problem running all of these apps prior to 9/18. And I have had them all installed for at least a year or more without a problem. I have been checking for updates and restarting/unplugging my device several times a day.  I am still on the same software version 10.0.0 build 4209-51, last updated June 30 7:03am.

Update: 
At around 8am today I unplugged my roku and left it that way until about 6pm. When it booted up I checked for updates and sure enough, it finally pushed the update through. I am now running 10.5.0 build 4174-51. After it restarted itself I checked again for updates and got a few channel updates. Restarted again and everything works. 

However, I do have a new problem now. When I enter in and back out of both Prime and Netflix my home screen turns gigantic. I can only see the top left corner of the screen. The background color is gray and there are no logos on the apps that I can see. I figured out that if I then enter in and out of the Hulu app the home screen returns to normal. Rebooting the roku also works. It is quite annoying. But compared to the problems I’ve been having these past few weeks I will take it. I just want Roku to be aware that this is happening so that they can fix it.

Roku Model 3910RW
Serial number YG00CR483072
Software version 10.5.0 build 4174-51
Device ID C5379C483072

Apps giving me the problem:
Prime Version 12.0 build 2021090212
Netflix Version 5.0 build 98021425

[upset1235]

Update: 
At around 8am today I unplugged my roku and left it that way until about 6pm. When it booted up I checked for updates and sure enough, it finally pushed the update through. I am now running 10.5.0 build 4174-51. After it restarted itself I checked again for updates and got a few channel updates. Restarted again and everything works. 

However, I do have a new problem now. When I enter in and back out of both Prime and Netflix my home screen turns gigantic. I can only see the top left corner of the screen. The background color is gray and there are no logos on the apps that I can see. I figured out that if I then enter in and out of the Hulu app the home screen returns to normal. Rebooting the roku also works. It is quite annoying. But compared to the problems I’ve been having these past few weeks I will take it. I just want Roku to be aware that this is happening so that they can fix it.

Roku Model 3910RW
Serial number YG00CR483072
Software version 10.5.0 build 4174-51
Device ID C5379C483072

Apps giving me the problem:
Prime Version 12.0 build 2021090212
Netflix Version 5.0 build 98021425

[RokuDanny-R]

@upset1235 

Thanks for the post.

We would be more than happy to investigate this issue. How are you connecting the Roku device to your TV? Are you using a component cable or through HDMI? Can you please provide us with a photo of the issue you are seeing, as well as a tracker ID when the issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times).

Once we have this information we will be able to pass it along to the appropriate Roku team to look into further.

Thanks,
Danny

[upset1235]

Please see attached photo of the home screen issue. I am connecting with composite cables. Unfortunately, I can't provide you with the tracking ID because you can't see that part of the screen when this happens.

[upset1235]

This is happening when I go in tothe Prime or Netflix app and then go out again. It causes the hime screen to turn gigantic where you can only see the top left corner of the screen. It doesn't happen with any of my other apps. Just Prime and Netflix.

[RokuDanny-R]

@upset1235 

Thanks for the posts.

I have passed along your information to the appropriate Roku team to investigate further.

Thanks,
Danny

[upset1235]

Hi everyone,                                                    

Any updates on this?

[upset1235]

Hi Danny, 

I have run into a new problem now with the Prime app. App opens fine but when I start playing any content within the app. It starts playing the show for about a second and then I get this error: "There is a problem with the connection to your tv. Try using a different HDMI cable" It's an error from the amazon app. I am not using an HDMI cable though. I am connected with composite cables to an older tv. This device was not listed as one of the ones that wouldn't be supported by the Prime app anymore. And I have had no problem playing anything up until today

Roku Express 3910RW

Serial number YG00CR483072

Software 10.5.0 build 4201-51

Device ID C5379C483072

Prime app Version 12.0 build 2021090212

Please help.

Thanks, 

Heather

[JoyfulWatching]

I am having the same problem as of today.  I have the same software versions, and I am also using an older TV with a composite connection.

Danny, please advise.

Thank you.

[RokuMary-F]

Hi @upset1235,

Thanks for reaching out and providing me with your information.
We'll go ahead and send this over to the Roku team for an investigation. We'll get back to you once we have an update is available I'll be sure to let the Community know.

We appreciate your patience for the time being.

Sincerely,
Mary