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JohnWLMT
Reel Rookie

Roku Live Tv channels are all black after selecting from the guide

I can see the guide and select the channel but they are all just black. 
in Canada with a valid credit card on my profile. 
It is happening with two different tvs on my account and with a few different WiFi services as well as IPhone hot spot. 
never been able to see a free channel?

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7 REPLIES 7
renojim
Community Streaming Expert

Re: Roku Live Tv channels are all black after selecting from the guide

It's possible that your Roku account isn't associated with Canada.  When you go into the "Streaming Store", do you see the apps only available in Canada like Crave and CTV?

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
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I am not a Roku employee.
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JohnWLMT
Reel Rookie

Re: Roku Live Tv channels are all black after selecting from the guide

I am seeing Crave and CTV apps.
The only part of the TV settings that still seem to be USA is the Zip code option in the TV settings. There doesn’t seem to be a way to enter letters there.  

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RokuCarly
Community Moderator
Community Moderator

Re: Roku Live Tv channels are all black after selecting from the guide

Hi, @JohnWLMT.

Greetings from the Roku Community!

It seems like you are having playback issues with streaming your Live TV channels. No worries! We'll have our relevant team look into this.

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

  • Roku device model, serial number, device ID, and current software 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)
  • Is this an OTA Live TV channel? If so, what is your antenna's make/model? If not, are you accessing the via The Roku Channel?
  • Were you able to access this before?

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly

Carly Y.
Roku Community Moderator
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CoopPop
Newbie

Re: Roku Live Tv channels are all black after selecting from the guide

Hello,

Thank You for the Help.

I went to Settings>System>About

** It did have Wrong Zip Code, However, No Change😔

Preformed “Tracker ID”

Response was;

ID CE-440-518

?? Can you Help ??

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RokuCarly
Community Moderator
Community Moderator

Re: Roku Live Tv channels are all black after selecting from the guide

Welcome to the Roku Community, @CoopPop!

Thanks for reporting the playback issues you've experienced on your Live TV channels. We'll make sure to look closely into this and help you get back on streaming. 

Please provide us with the complete details requested above so that we can proceed with the investigation. 

Note: Never post any personally identifiable, private, or sensitive information publicly, including passwords, email addresses, or payment information. Community content is visible to all Community members

We'll be looking forward to your update.

Best regards,
Carly

Carly Y.
Roku Community Moderator
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JohnWLMT
Reel Rookie

Re: Roku Live Tv channels are all black after selecting from the guide

Issue report tracker

Model: H505X - Roku TV

Serial number: X02000VK4X9S (SOME437K4X9S)

Software version: 14.0.4 • build 12221-E5

GC version: 12.5.25

Timestamp: 2024-11-04T23:50:38Z

Please use issue ID 9S-444-950 to report the current issue.

 

RCA model

RTR4262-B-CA

Hardware ID

H505X

Serial number

X02000VK4X9S

Software version

14.0

Uptime

4 days 1 hour 22 minutes

Roku TV support

https://www.curtisint.com/product-support/

 

1-800-968-9853

Device ID

SOME437K4X95

Network name

BusterBoo

IP address

10.0.0.48

Wireless MAC address

B4:61:9:02:EF:71

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RokuCarly
Community Moderator
Community Moderator

Re: Roku Live Tv channels are all black after selecting from the guide

Hi, @JohnWLMT.

Thanks for providing us with the requested details. Could you also tell us the make/model of your antenna? Or were you streaming this via Live TV on The Roku Channel

Looking forward to your update. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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