Channels & viewing

[rukiafan]

why does the channel list hide channels when connected to the internet? my roku tv is on the latest update and is hiding 1 sub channel from the list unless i power off my router and then turn off and on the tv.  why is this happening and how do you fix it?

[RokuCarly]

Hi, @rukiafan.

Greetings from the Roku Community.

Thanks for stopping by and informing us about the missing channels when your Roku TV is connected to the internet. We'd be happy to help you determine the cause of this. 

Before we proceed, we'd like to gather further details about this and it would be great if you could provide us with the following information:

• What specific channel is this? 
• Is this an OTA channel? Are you using an antenna?
• Did this happen before? If not, when did you start observing this from happening?
• What is your Roku TV's recent software version? You may check it under Settings > System > About > press the right arrow button to show the details.

We'll be looking forward to your response!

Warm regards,
Carly

[rukiafan]

@RokuCarly it's an ota channel and it's the same issue everyone else has been having for the last year or 2 years.  the ota channel scan finds 62 channels but only 61 show in the channel list.  my tv is an onn 32 inch roku tv model 100012589 hardware id 8522x on the latest software version 13.1.4 1510-an

[rukiafan]

@RokuCarly the channel is 43.4 on wvbt hampton roads

[RokuCarly]

Hi, @rukiafan.

Thank you for the additional information. 

This may require review by the relevant team. Kindly provide us with your device's information so we can investigate:

• 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)

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

Regards,
Carly

[rukiafan]

@RokuCarly 58-385-649 13.1.4 1510-an 8522x roku tv yk003n533758

[RokuCarly]

@rukiafan 

Thank you so much for your cooperation. 

Rest assured that I have already communicated this with the team for investigation. I'll let you know once we have updates regarding this case. 

Thank you for your kind understanding. 

Regards,
Carly

[RokuCarly]

Hi, @rukiafan.

We've received updates from the team and have been advised that we need to do some network configuration. It may be possible that your Wi-Fi may be interfering with this particular OTA channel. 

We highly recommend contacting your Internet Service Provider and letting them change the wireless channel on the router to see if this makes any difference. 

Please keep us posted on how it goes and we'll go from there.

Best regards,
Carly

[rukiafan]

@RokuCarly i solved it by changing the zip code on the tv to another city and then rescanned and the channel stayed in the list

[RokuCarly]

Hi, @rukiafan.

Thanks for sharing your resolution with us. Feel free to reach out anytime you need help or create a new thread for different concerns. 

You may also visit our support website for additional troubleshooting resources.

In the meantime, we hope you continue to have a Happy Streaming! 💜

Regards,
Carly