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?
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.
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.