Discussions

[JCmom]

The cable tv screen is frozen.  When I click on it to connect to cable there is a HBOMAX Ad that is stuck on the screen.  I turned off the cable box and the HBOMAX ad is still displayed.  I've tried every button on the remote and it will not move.  I have even disconnected the power cord from the TV for about a minute and it still is displaying that stupid ad.  Should I just go ahead and do the factory reset or is there anything else I can do?

[RokuDanny-R]

@JCmom

Thanks for the post.

Can you please provide more information about the issue you are experiencing? What Roku model device are you using? Is the TV a Roku TV?

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

Thanks,
Danny

[JCmom]

Hi Danny,

Thank you for reaching out.  I have a TCL Roku TV.  I will try to explain as best I can.  When I turn on the TV, the Cable TV box on the home screen has been constantly displaying a HBOMAX ad (please see photo below) since Friday night.  At first I thought it was the cable but I have turned off the cable box and the ad is still displayed.  I tried troubleshooting and I followed the reset instructions by disconnecting the power cord from the TV and then reconnecting after 30 seconds but that did not help.  Is there anything else I can do?  Thank you for any assistance you can provide.  

[RokuDanny-R]

@JCmom

Thanks for the post.

That is indeed a very strange thing to see. Does this issue still occur if you unplug the TV for 5-10 minutes then plug it back in again?

If your are still unable to resolve the issue, 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)
-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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[JCmom]

I unplugged the TV for 90 minutes and I'm still getting the same result.  Below is the requested information from your previous email: 

Roku device model: 8102X
TCL Model: 32S301
Serial #: YK0095489663
Device ID: AT4829489663
Software OS/Version: 10.5.0 build 4201-48

Tracker ID: 63-463-905

As far as what steps to reproduce issue: Whenever I turn on the TV and go to the Cable TV box, the HBOMAX ad appears.  

Thank you so much for continuing to assist me with this matter.