Discussions

[mmiller01]

I have been using the Photo Streams screensaver for several months. 

Within the past few days something has changed and when the screensaver kicks on it just freezes on the Photo Streams splash screen and does not display any photos.  We enjoy this screensaver and would appreciate if someone could get the developers to fix.

Thanks

[RokuArjiemar]

How are things? @mmiller01,

We appreciate your post,

We understand that you are having an issue with Photo Stream. We're pleased to assist. 

Please try restarting your Roku device from the Settings menu. Settings > System>Power ( if you there is no Power option)> System restart.

Let us know if that solves the issue!

Thanks,

Arjiemar

[mmiller01]

I already tried that.

[RokuArjiemar]

@mmiller01,

Please follow the instructions below to check for software and channel updates manually.

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System
4. Select System Update or Software Update.

Note: The system update screen displays the current software and build version, along with the date and time of the latest update.

       5. Select Check Now to check for updates manually.

Suppose there is new software available or there are updates for your channels. In that case, your Roku device will download and install them automatically, and once completed, your Roku device will reboot. 

Let's see how it goes,

Thanks,

Arjiemar

[mmiller01]

The TV checks for updates automatically and said it was already up to date.  I manually checked again anyway and it is up to date.

[RokuERey]

Thanks for the update, @mmiller01!

Can you still replicate this case? We'd like to take a closer look at this and need your help.

Could you share with us the details below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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).
• Can you provide a video or screenshot of the issue you're experiencing?

We look forward to your update. Thanks!

Regards,

Rey

[mmiller01]

Device model:  TCL TV 65R615

Serial number: YS00XU034220

Device ID:  FW286X034220

Software version:  12.0.0

Build:  4182

[mmiller01]

It just sits frozen on the purple Photo Streams splash screen.

[RokuJohnB]

Hi @mmiller01,

Thank you for keeping us posted and providing the details!

We'd like to investigate further this issue that you're having with your photostream. Can you please provide the complete details that @RokuERey provided above?

Once we have the complete information, we can escalate this issue to our appropriate Roku team so they can look further into this problem.

Kind regards,

John

[mmiller01]

What information is missing?  What else do you need?

Device model:  TCL TV 65R615

Serial number: YS00XU034220

Device ID:  FW286X034220

Software version:  12.0.0

Build:  4182

When the Roku Photo Stream screensaver triggers it just hangs on the purple splash screen.