Features, settings & updates

[gumby256]

I have a fully patched TCL TV.  OS 13+. The Backdrops app simply opens and sits on the splash screen for a while and then goes away.  It never shows settings, or anything - it just returns me to the homepage.  Additionally, tapping the power button on the remote just shuts off the TV.  I even attempted a factory reset (amongst all the other normal stuff).  4K TCL TV, Ethernet connected.  

[RokuRiamie-D]

Hi @gumby256,

Welcome to the Roku Community!

We are pleased to have you report the issue with your TCL Roku TV with Backdrops that are crashing back to the home screen. I am more than willing to sort this out for you.

We would like to know the following details so that we can coordinate this with our Roku-appropriate team for review:

• Does it only happen to your TCL Roku TV, or has it also happened to the other Roku TV linked to the same Roku account?
• What internet connection are you using?
• What is the exact Software version of your TCL Roku TV: (This can be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We look forward to your response.

Regards,
Riamie

[Fredericka87]

• G851X Roku tv 
• Wireless
• 13.1.4 build 1512-ET
• Tracker ID ID KE-370-130

Happening to me too. Didn’t factory reset but did restart the system. Still click, opens for a second, closes. 

[AndrewBean90]

I am having the same issue with it on my Sharp branded Roku TV. 

[gumby256]

100% bet this is a firewall issue. What ports must be open to allow it to work?  

[gumby256]

Honestly wonder if this is a firewall port that needs to open. Is there a firewall between you and the internet?  For me there is. Bet that’s it (assuming it isn’t an internal Roku issue)

[AndrewBean90]

That makes no sense. A) there's no firewall on any Roku TV, and B) why would it work one day then not work the next. Like in the event that there was a firewall it doesn't make sense for it to work & then all of a sudden stop working. This is clearly a bug that multiple people have had. 

[gumby256]

Gotcha. Wasn’t saying a firewall on the TV or Roku, and didn’t know it worked once and not again. In my case there is a Palo Alto firewall between the TV and then internet. 

[Orangeblue]

I have the exact problem. It opens and crashes immediately. Frustrating.

[RokuRiamie-D]

Hi Community user,

Thanks for bringing this to our attention, and thank you all for patiently waiting while we work on this issue.

For us to look further investigate your concern kindly provide the following details below.

• The software version of your Roku TVs:
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Your information will be forwarded to our Roku-appropriate team for review, so any additional information is highly appreciated.

We look forward to your response.

Regards,
Riamie