Longtime ROKU user here, writing from the US. I first reported in May that my Home Screen contents were being mostly erased across all devices in my home (one ROKU tv, the other three are ROKU Ultras from 3-4800-series).
Here on the community forums it was suggested someone might be using the remote app to mess with my Home Screen because new content like Disney and Spotify would be added but my custom content would largely disappear. I reset my ROKU password multiple times and also even changed my router security and home network passwords.
On 7/9 there was an update and now my four ROKU devices have lost about 70 percent of the tiles on the Home Screen. Since the original incident, I have not been able to retrieve any of my purchased screensavers and content. (Here on the website, if I visit that purchase history it results in an error. It cannot be retrieved apart from confirming the purchase dates. I have no way to get it back!)
I am asking a moderator to step in and escalate this issue because the key combinations and resets DO NOT account for why every ROKU in my house ends up losing the same content and having other content added.
Please note that there are other support posts about Home Screen tiles disappearing (grayed out or turned into empty boxes). This is NOT what I am reporting. The content is not hidden. It's gone. When this happens, even my zip code drops out from the ROKU settings. When I download my channels, I have to login all over again to everything that was deleted. By the time I rearrange the tiles on my Home Screen on all four TVs, it easily takes an hour. I then get about 1-3 weeks only for the problem to happen again. (It's happened about four times since May.)
I could understand one ROKU acting up and requiring a factory reset but all of them?
Apart from the automatic update that was downloaded on 7/9 when this latest event occurred, I had recently changed wallpapers. (Could just be a coincidence though.)
In closing, this is getting OLD. I am tired of the "solution" consisting only of how to press the key combination on the remote to trigger a restart (which does absolutely NOTHING).
Help!
