Discussions

[PunchOut911]

Hello everyone, 

My Hisense TV is not working as intended, the image flash and we can see it in double.

The TV is less than a year old, I have 6 years of warranty through Costco but first year needs to be serviced by HiSense.

They are telling me to rollback to Roku Version 11.5, it’s currently on version 12.0. They are asking me to contact Roku by phone to have more information on how to proceed?

If I reset the TV, how do I block auto updates so it does not go back to 12.0?

Thanks

[RokuTakashi]

Hi @PunchOut911,

Thanks for posting, and welcome here in the Roku Community!

We would like to know more about this issue to better understand this. Could you please send us an image with the "image flash" you have mentioned? In addition, when did you first notice this issue start to occur? Furthermore, is this display issue happening to a specific channel of generally throughout the Roku platform?

Let us know.

All the best,
Kash

[PunchOut911]

Hello, when you reset the TV so it goes to a previous Roku version, there is no issue but it automatically updates back to 12.0

It is happening on all platforms, Roku Menu or even hdmi inputs.

https://streamable.com/aibkb2

Here is HiSense email : 

Thank you for contacting Hisense Customer Support. 

 We have received an update that this issue can be resolved by getting the ROKU software update 11.5 version only , since this tv model is a ROKU TV which, since it runs on ROKU's own software, you would be required to contact them for the update.

You can contact ROKU to confirm the steps required  via  ROKU customer service number 1-816-272-8106.

 If you have any further concerns, please do not hesitate to contact us accordingly via email or our customer service line 1-855-344-7367 Monday-Friday 8am-8pm EST. 

 Best regards

 Andre 

[RokuEuniceL]

Hi @PunchOut911,

Thanks for keeping us updated here in the Roku Community!

We're happy to help you with your problem with your Roku TV. We'd like to know more about the issue that you are experiencing. Can you please provide the following information asked by @RokuTakashi so we can assist you further on our end? In the meantime, please try to restart your Roku TV from Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

We'll be waiting for your response.

Kind regards,

Eunice

[PunchOut911]

I replied with the answers and a video link of the issues … 

[RokuCarly]

Thanks for the clarifying, @PunchOut911.

No worries. The appropriate Roku team would be more than willing to sort this out for you, but we need to gather your device's information first. Kindly provide us with the following information:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)

We'll be anticipating your response.

Kind regards,
Carly

[PunchOut911]

Hi here is the information! Thank you

https://pasteboard.co/0T0DVsjc40He.jpg 

[RokuTakashi]

We appreciate the update, @PunchOut911,

Can you please provide the requested information of @RokuCarly In a text comment in this thread?

Thanks,
Kash

[PunchOut911]

Hello, it seems like one of you guys pushed an update or something on the TV? The problem is gone since Friday night.

[PunchOut911]

Hello, the problem is back, can you push the update to version 11.5 please?