Features, settings & updates

[Allenmcgrew24]

This worked the entire first day I installed my Roku.  Now it shows blank place holders, but will not show any pictures. When screen saver starts, instead of pictures it just shows "Roku Photo Streams" instead of photos like it did the first day.  Instead of back drops showing photos, it's just says "Backdrops"

Model: 4850x-Ultra

Serial number: X028002VLGDX (S0VS348GLVDX)

Software version: 14.04

Build: 12222-G6

GC version: 12.6.32

Timestamp: 2024-11-26T03:00:08Z

Issue ID: DX-475-380

[RokuEmmanuel-D]

Welcome, and thanks for posting here in the Roku Community, @Allenmcgrew24!

We understand that the backdrops and screensaver are not displaying Google albums, and thanks for providing all the information needed to carefully look closely into this.

Please let us know about...

• When did you start noticing this issue? 
• What troubleshooting steps you have tried so far?
• Can you send us a photo or a short video clip of the incident?

In the meantime, try rebooting your router to see if it will display the photos again. Backdrops and screensavers need a stable internet connection to work.

You may also visit this support article: How to use Backdrops on your Roku streaming devices

Please keep us posted.

All the best,
Emman

[Pompey]

Exactly the same here, This has been happening ever since I installed Photo Streams and Backdrops. The oddest thing is that the thumbnails are blank only in the evenings, If I run either app in the morning or during the rest of the day; they work perfectly.

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @Pompey!

We understand that you're also encountering the same behavior when using the backdrops and screensaver on your Roku, and we'd like to look closely into this. 

To help us in the investigation, kindly supply the following information below. 

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Please get back to us soon. 

All the best,
Emman