Discussions

[RokuERey]

@TN2

Thanks for the update!

I have reviewed your account and made an update to it. This has been forwarded to the right team, and we'll make sure to forward any relevant information here once we have an update about the investigation.

Best regards,
Rey

[JustFrick]

I am having a similar issue. I have 2 Hisense tv's. same model but different years i'm guessing. I can connect the first TV I bought but now just purchased a second and I get the same "something went wrong" message. I have read from previous years that the Roku app only allows one device but then also read recently that they fixed it. (nope) It shows on my Google Home app that I have 2 devices however only one (the original one added) works with "hey Google"... 

[TN2]

When I removed my old TV and just did the new one, it made no difference, the new one would not work with Google.  

To me it seems like an issue with the new software build. 

It happens, I know when doing updates I just copied a line from the last working version which was actually just a patch when what I needed was to go back 2 revisions and get the original file, plus the patch.

It can happen easy enough and with so many different model tv's running in to the same problem, ai am sure an update will come out soon.

[RokuJohnB]

Hi @JustFrick @TN2,

Warm greetings from the Roku Community, and thanks for keeping us posted!

We'd like to gather more information about this issue that you're experiencing. What troubleshooting steps have you taken so far? When did the issue start?

We look forward to hearing from you soon.

Thanks,

John

[TN2]

You have my information and a ticket opened now for awhile.

It's real simple.

Just be honest with the customer.

If the new Roku Tv's do not work with Google Home then tell people, if not then put out a new revision and stop the please give us more information BS that you constantly do because you are not fixing the problem.

I will just say to **bleep** with Roku going forward, return my new 75" and switch it out for a Google TV that works as advertised.   

[RokuJanadeeK]

We understand your frustrations, @TN2.

We're really sorry for the inconvenience.

No worries, @RokuERey has already passed along all the information you have provided to our Roku engineers. Rest assured, our team is working actively to fix this issue as soon as possible.

We sincerely appreciate your patience in dealing with this concern.

Thanks,
Janadee

[lvautier]

I am going through the same bull**bleep** - older devices (5) work perfectly, brand new onn TV won't work with Google.  I am ready to return this POS.  I have worked with Roku, onn and the latest referred me to google support (good luck with that).

[ohpkuser]

I am using a TCL 50S45, Google Home Version 3.10.1.6

Hardware ID: G135X

Serial #: X012002J0D9U

Sofware Version: 12.5.0 - Build 4176-CG

Device ID: S0JRD27J0D9U

GC Version 10.4.45

Report Tracker ID: 9U-002-623

Both the TCL TV and the Google Home device are on the same wifi network. The Roku App on the Google Home device can control the Roku TV, so they are able to communicate. In Google Home, the Roku TV shows as Offline.

[RokuERey]

@ohpkuser,

Thanks for keeping us posted!

We will forward this to the relevant parties as supplementary data for the inquiry.

As of right now, there are no updates available on this, but we'll be sure to check in when there are.

Thanks,
Rey

[RokuERey]

Hi @lvautier,

Welcome, and thanks for joining us here in the Roku Community!

We're sorry for the inconvenience. We have already passed this case along to the appropriate Roku team for further investigation.

We would appreciate it if you could also provide us with the details requested about this.

Thanks,
Rey