Discussions

[RokuTakashi]

Hi @Pedro1234,

Congrats on your first post here in the Roku Community!

Thanks for providing elaborated information regarding the issue you've experienced. We would be more than happy to look into this issue and we'll need more information. Can you please provide us with 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 specifically on the Roku TV channel? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
• 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, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate further.

All the best,
Kash

[Pedro1234]

Device model: 50S425-CA

Serial number: YN00S7533946

Device ID: J3996S533946

Software OS/version: 12.0.0 build 4182-30

Roku channel: version 9.3 build 10

Tracker ID: 46-407-289

[RokuERey]

@Pedro1234 ,

Thanks for providing us with this information. In addition, we'll need to confirm if you are connecting your device to an alternative network, such as a mobile hotspot, and then try again to see if there are any differences. If the issue persists, provide us with your current ISP and IP address (whatismyip.com). 

Please keep us posted!

Thanks,

Rey

[Pedro1234]

This won't be necessary since there is already another Roku TV on the same network, on the same subnet as well, with the app that works properly, ruling out connection problems.

Also note that every other app using the internet works properly on the TV with the problem. 

[Terr]

I am totally frustrated with the support. I have done everything asked and nothing seems to work. Can they not re-create the problem??? Or are they not putting the right resources into it??? 

[Pedro1234]

Are you in Canada as well? I realised that it seems the TV that does not work has american channels in rokuTV app and the other is populated with canadian channels. Maybe thats the reason it doesnt work properly, even after a factory reset.

[RokuJohnB]

Hi @Terr @Pedro1234,

Thank you for keeping us posted about this issue that you're experiencing with Roku Live TV.

Have you tried the troubleshooting steps that @RokuERey provided above? If not, please try and provide the IP address or ISP (whatismyip.com).

With detailed information, we will be able to assist you further.

Thanks,

John

[Pedro1234]

Hello @RokuJohnB 

I did try an alternative network but it does the same thing. I am not providing ISP and IP for obvious reasons but I can assure you that another roku TV is on the same network and subnet and the rokuTV app works well, ruling out connection problems.

Now my questions: How do you populate which channels are available in the live TV section? Is it based on IP location, serial number? Place of purchase? 

[RokuCarly]

Thanks for informing us, @Pedro1234.

Please be aware that the Live TV channel is based on your current location. 

No worries. We have already noted the device's information that you have provided, and we will ask for additional reinforcement from the appropriate Roku team for further review.

We will surely let you know once we have additional information and updates from the team. 

Thanks,
Carly