Features, settings & updates

[jillianroh]

I had been using Airplay with both my iPhone and MacBook perfectly fine, and now my Roku TV will not screen mirror. The TV shows up as an option in the Airplay menu, but when I click it, the icon only spins/loads and then says, "Could not connect to 'Roku TV'". 

I have done all the possible things to troubleshoot this issue: Airplay is turned on in settings, all devices are on the same network and have been disconnected/reconnected multiple times, I have changed Screen Mirroring Mode to Prompt multiple times, no devices are blocked, I have restarted the TV, unplugged the TV.

Anyone have any advice on how to fix this? The most frustrating part is that it was working fine (so I know the devices are compatible), and then all of a sudden has stopped. I could do a hard reset of the TV if absolutely necessary. 

It is a Westinghouse model WR32HT2212 updated to software version 13.1.4.

[RokuJohnB]

Hi @jillianroh,

Thanks for raising this concern directly to us, and welcome to the Roku Community!

We want to further investigate this issue that you had with the Airplay not loading. Can you please provide the following information below?

• 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, and provide us with this ID)
• Could you elaborate more about the troubleshooting steps that you have taken so far?

Once we have this information, we can pass it along to our appropriate Roku team for further investigation.

Thanks,
John

[jillianroh]

Hello, here is the information regarding my Roku TV:

- Model: KD26X - Roku TV

- Serial Number: X02700PFPG8K

- Device ID: S19ES43FPG8K

- Software version: 13.1.4 - build 1515-EY

- Issue ID 8K-426-231

Troubleshooting steps taken: Airplay turned on/off, changed Wifi networks (all devices are on same network in order for screen mirror to work), disconnected and reconnected to Wifi Network, Restarted Roku device as well as pairing device, changed Screen Mirroring Mode to Prompt/Always allow/Prompt, unplugged and replugged TV into power source, made sure no devices were blocked. 

Any help would be appreciated, thank you for your help!

[RokuJohnB]

Hi @jillianroh,

Thanks for the additional information!

Please be aware that we have passed along your information to the appropriate Roku team for further investigation.

Your patience and understanding are much appreciated.

Thanks,
John