Discussions

[ml51]

Having issues with my 1 month old TCL 32" Roku TV playing Philo.  I called philo tech support and they said that my build version doesn't support Philo any longer. I just bought it, and I've updated it. The supported versions are a much higher number than what I have. The problem is that when watching Philo the screen freezes on the commercials or sometimes during the show but audio continues on.  

This is frustrating and I'm a bit upset, because it is happening some on my Roku stick too!

[renojim]

What's the Roku model number and software version on each device displayed under Settings->System->About?

[ml51]

11.5.0 build 4216-48  TCL model 32s327

[RokuDanny-R]

@ml51

Thanks for the post.

We would be more than happy to assist you further, but will need more details. Can you please provide us 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 on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing 
-was this issue happening before with this Roku TV. when did you start to see this occur happen

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

Thanks,
Danny