Discussions

[mmiller01]

The Photo Streams stopped working on my TCL Series 6 Roku TV.  When the Photo Streams channel attempts to start it just immediately returns to the home screen.

Model: 7121X - Roku TV

Serial Number:  YS00XU034220

Software Version:  12.5.0 * build 4176-30

GC Version:  10.4.37

Timestamp:  2023-12-10T01:36:20Z

Issue ID 20-494-016

[mmiller01]

Please advise.

[RokuERey]

Hello, @mmiller01 

We appreciate you updating us!

We apologize for any difficulty caused and for the wait for our reply. We are available to assist.

Could you tell us what didn't work in any troubleshooting attempts you may have made with this TV? Do your other devices still function with the photo stream?

Kindly update us!

Regards,

Rey

[mmiller01]

No, it doesn't work at all now.  When the Photo Streams channel attempts to start it just displays the Photo Streams splash screen and immediately returns to the home screen.

I tried updating the Photo Streams channel and I tried removing and re-adding the Photo Streams channel.  Neither fixed the problem.

We enjoy this feature and would really like to have this fixed asap so it is working over the Christmas holiday.

I assume you have the issue tracking information above?

Regards

[RokuCarly · Accepted solution]

Thank you for the added information, @mmiller01.

We appreciate the troubleshooting methods you have taken. No worries! We're here to find you the best resolution possible.

Just to clarify, mentioning you have removed and reinstalled the app, have you performed a system reboot in between? We need to make sure that this troubleshooting method has been done precisely to work. (remove > reboot > reinstall)

In addition, as we check, there are multiple devices linked to your Roku account other than your TCL Roku TV, may we know if you are having the same playback issue with your other Roku players? 

We'll be anticipating your response as we are more than eager to help you resolve this.

Best regards,
Carly

[mmiller01]

It's working now.  Whatever you did fixed it.  Thanks!

[RokuCarly · Accepted solution]

We appreciate you for keeping us posted, @mmiller01!

Your satisfaction and convenience are what we always aim for which is why we're grateful to hear your update.

For future assistance, please don't hesitate to reach out to us again. We'd be glad to help you in any way.

Best regards,
Carly