Channels & viewing

[RokuDanny-R]

@upset1235

Thanks for the posts.

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

In the meantime, can you please check if you are experiencing the same issue across other channels, such as Netflix or The Roku Channel?

Please keep us posted what you find out.

Thanks,
Danny

[upset1235]

Hi Danny,

Hulu works fine. I will check other channels when I get home and let you know.

thanks!

[violet303]

I just checked and Prime is still giving me the same message about the cable.

Still waiting for a solution

[upset1235]

Here is screenshot of the error

[Zanne]

We're having the same issue. It just started this weekend. We have an analog tv and no HDMI cable. Netflix plays fine but I can't get Roku tv to play after I have tried Amazon Prime. When I re-started Roku, Roku Tv would play but then I went back to try Amazon again and it gave me that error message and then Roku Tv wouldn't fire up. They seem to be connected somehow.

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

Can you please provide us the following information:
-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 be selecting the channel on the Home screen and pressing the * button)
-is Amazon Prime the only channel you are seeing this issue occur
-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)
-steps to reproduce the issue you are seeing
-when did you start seeing this issue

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

Thanks,
Danny

[violet303]

Hello Danny!

Thanks for your help.

I just tested Prime and it still gives me the message "There is a problem with the connection to your tv. Try using a different HDMI cable." Not using an HDMI cable as I'm connected with composite cables to my tv.

Tested Netflix - working fine.

Tested Roku Channel - working fine,

Ran Prime on my laptop - went directly to Amazon website without Roku - working fine.

Ran Prme on my i phone - went directly to Amazon website without Roku - working fine.

[Zanne]

Hi Danny, thank you.

Here's the info you asked for.

Can you please provide us the following information:
-Roku device model, 3910RW Roku Express +

serial number,  Y9005H450897

device ID,   C53915450897

and software OS/version ,  10.5.0 Build 4201-51

Issue# ID 97-459-287

Noticed the issue on 11/14/21 after being away for the weekend. It was working fine on Thursday 11th.

The HDMI cable error notice only comes up on Amazon. Netflix is fine and the Roku and Tubi channels are fine as long as I haven't tried to play Amazon. After I try to play Amazon, neither Tubi or Roku start and the Roku system even went into a re-start cycle on its own.

[aromkee]

Danny -

All other channels work just fine, it is only Amazon Prime that will not play at all...

[upset1235]

All other channels work fine. Problem is only with Prime app.