Discussions

[chasbrid]

We've had our TCL TV for about three years with no problems. 

About a week ago we turned on the TV and the home screen had reverted to the generic red and black geometric pattern. All my apps were gone!

Restarted TV several times with the same result. First I had to reregister the TV then re-sign into all of my app accounts. There was no themes available other than the default. ???

It's done the same thing several times since then. We have to reregister everything again. Today in the middle of a YouTube video it dropped everything again. 

ROKU works on my other devices without a problem. Internet connection appears to be excellent. It just continues to drop all the accounts. 

I have performed the factory reset and it hasn't corrected it. Still only has the one "theme" available and unexpectedly drops all the accounts!

Any suggestions are appreciated!

[Anonymous]

Hi @chasbrid,

Thanks for the posts.

We would be more than happy to look into this issue, but will need more information. 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
• screenshot of what is being shown on screen

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


Warm regards,
Lianna