Features, settings & updates

[Monix2024]

Good Evening!  I have had my 65in Hisense Roku tv for over 2 years.  I have been able to cast seamlessly until a month ago.  Now my tv does not show on my list for either my computer or my Android Flip or S20 plus phones.  This has occurred within the last month.  There is no network issue, I have restarted phones, laptop, and tv multiple times.  I even completed a Factory reset on the tv.  Nothing is working.  I use casting A LOT as I test Escape room simulations on my laptop and sometimes I need to see on a larger screen.   

I also see that I am not alone.  It seems that this is a know issues.   DO you know when a patch will be released to resolve the issue?  

[RokuCarly]

A warm welcome here in the Roku Community, @Monix2024.

It is highly appreciated that you brought this to our attention about the casting issues you've been experiencing with your Hisense Roku TV. No worries! We're here to find you the best resolution possible.

We also appreciate all of the troubleshooting steps you've performed. In this case, we will coordinate this with our relevant Roku team for further investigation and correction. With this being said, kindly provide us the following details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• All of the affected devices were used when casting. (Model, OS version, and the App build version)

We'll be anticipating your response as we are more than eager to help you utilize the casting feature on your Hisense Roku TV. 

Best regards,
Carly

[Monix2024]

TrackerID: 0U-068-385

Model: 65R6+

Serial: X001005RSF0U

Device ID: S05VF14RSF0U)

Software Version: 12.5.5 (Build4174-94)

I used a dell laptop, an Android Z flip4, and Android S20+  

[RokuCarly]

Thank you, @Monix2024.

We appreciate you for providing us with the precise requested details. 

Rest assured that we will forward this to the appropriate Roku team for further investigation and correction. Once we've been notified of updates from the team, we will make sure to let the community know.

In the meantime, we sincerely apologize for any inconvenience this may have caused you and appreciate you bearing with us as we work on this.

If there's anything else we can be of assistance with, please don't hesitate to let us know and we'd be more than happy to continue doing so.

Best regards,
Carly

[PA-dude]

I switched from a Hisense Roku TV to a Roku TV since the former TV died. Casting worked seamlessly on the Hisense TV.

I'm a software engineer who has years of experience setting up networks and devices on networks. The new TV does not show up as an option on the network as a device in which to cast to. The network address of both my Microsoft Surface tablet and Google Pixel 6 Android phone is 192.168.50.N. It is the same subnet as the TV. I've tried connecting the TV on both wired and wireless networks. All devices have the latest software. I can ping it, but it still is never listed as an option to cast to from any device. All Roku devices show up on Windows Explorer as part of the network from all my PCs. I have 3 Roku devices.

Roku has a bug or two that is preventing casting to this TV. It shouldn't be this hard for the average user to connect and cast. I think your QA team has some work to do and then pass it onto the developers to address this issue.

[RokuCarly]

A warm welcome here in the Roku Community, @PA-dude!

Thanks for bringing this to our attention and we apologize for the inconvenience this has caused your streaming. 

We are aware of this occurring issue and the appropriate team is in the process of investigation and correction. In this case, we'd like to collect further information for us to include your device in the process. With this being said, kindly provide us with the following details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We'll be looking forward to your update! 

Best regards,
Carly

[PA-dude]

Carly,

I appreciate Roku reaching back out. As is said, the device does not show up in the device list for my Microsoft Surface Pro and my Android Google Pixel 6 (not the 6A). My former Hisense TV with the Roku OS had no casting issues with the Surface Pro. I never used the phone to cast. Note: my spouse's iPad has no issues seeing and connecting to the TV.

Roku Model: 55R4AX

SN X012006AVAUD

Device ID: S0NT43CAVAUD

OS version: 12.5.5 - build 4174-ET

I'm a fan of the Roku interface and that is why I specifically bought a Roku TV. I have a different Hisense TV and it has Google OS. I am not a fan and likely to attach a Roku Streaming device to get around the annoying interface.

Thanks in advance for any further assistance.

Mark

[RokuCarly]

Thank you for the quick response, @PA-dude.

This is acknowledged and appreciated. Can you also provide us with the OS version for your Microsoft Surface Pro and Android Google Pixel 6? Furthermore, a Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID) this will serve as your report ticket. 

Best regards,
Carly

[PA-dude]

Google Pixel 6 OS version: 14

Microsoft Surface Pro OS: not applicable. I just tried it again and it worked this time. 

Tracker ID: UD-136-632

My only issue is with Android at this time. Thanks

[RokuCarly]

This is appreciated, @PA-dude.

Rest assured that we have already included your device in the process of investigation. Once we've been notified of updates from the team, we will make sure to let you know. 

in the meantime, your patience and understanding are highly appreciated as we work on this.

Best regards,
Carly