Channels & viewing

[DavidFan]

Roku Ultra 4850R is connected to Samsung QN55Q80D and is randomly installing channels when the TV is turned on. I did not request to add these channels.

[RokuJohnB]

Hi @DavidFan,

Thank you for your first post here in the Roku Community!

We would like to gather more details and investigate thoroughly this problem that you had with the new Roku Ultra 4850R since it will be randomly installed channels. Can you please provide the following information below?

• When did the issue start?
• Could you send us a photo or video clip?

Please be advised that if you link multiple Roku devices to the same Roku account, the channels and purchases will be the same on each device. When a channel is added or removed on one device, it will automatically be added or removed on all devices linked to that account that support the channel.

We look forward to hearing from you soon and gathering your details.

Thanks,
John

[DavidFan]

John,

Thanks for replying so quickly! This problem began presenting itself right after setting up the Roku player. It is a random event, usually occurring after the TV has been shut off for a while. It does not happen if there is an initial Roku advertisement at startup. When it does occur I see the loading screen for a random channel (e.g. Pluto TV) giving me the option to select the Cancel button to abort. If this is done it goes back to the usual Home screen, otherwise I'll be connected to the channel and have to exit to the Home screen. (The channel will be added to the Home screen) I'll post a screen shot to this discussion once I am able to capture these events.

[DavidFan]

John,

As additional information, I did have an older Ultra model which I removed from my account prior to the setup of the new device. I also had a Streaming Stick which I just deleted as well. (No longer needed) The majority of the channels being added have never been viewed in the past. Thanks again for helping with this issue.

[DavidFan]

This issue appeared first thing this morning. Here's a screen shot showing Apple TV being installed. It appears these installs occur when the Roku screensaver is visible on initial startup.

Random Install at Startup

[RokuTakashi]

Hi, @DavidFan 

Thanks for keeping us posted and providing further details regarding the issue you have encountered.

Our team would like to investigate further on this issue. Can you please provide the 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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

We hope to hear back from you along with the requested details so this matter can be reviewed and investigated.

Best wishes,
Kash

[Strega2]

I think you're using a screen saver (such as the default one!) that has ads. And if a channel is being advertised in the screen saver, pressing some of the obvious buttons (like OK I think!) means: download the advertised channel. This can get especially confusing, if the TV is turned off and the Roku is still running - and showing a screen saver, but you come in an try to wake everything up and end up telling the screen saver to download the channel, possibly before you even see the screen saver on the TV.

I set my screen saver to be the Roku digital clock, since it has no ads. Other solutions are to be careful and learn which buttons start a download (in a screen saver), or set the screen saver to never activate at all.

[DavidFan]

Here is the information requested: (See screen shot below)

Model #: 4850X - Ultra
Serial #: X02800N4EW84
Device ID: S0VS3474EW84
OS Version: 14.0.4 Build 12222-G6

Tracker ID: 84-487-812

Since the channel install was interrupted when capturing this information (Paramount+) I don't have the corresponding channel build version. I'll provide this the next time the issue occurs.

[DavidFan]

Kash,

I just turned on the TV and the Peacock TV channel was installed. Channel build version is 5.12 Build 11. As information, the only remote key pressed in all of these examples is the power button to turn on the TV. Then I see the screensaver, and shortly after these random channels begin to install. Thanks to you and your Roku team for researching this!

[DavidFan]

Strega2,

Thanks for taking the time to help me out! I just changed the City Stroll default Screensaver to the old Aquatic Life (i.e. "Fish Tank") option. I'll reply back with results once I'm sure of how this works out.