Issue Tracking Board

[RokuJohnB]

Hi @mjdbb1,

Thanks for posting here in the Roku Community!

We will be delighted to assist you further. Can you please provide the following information that @RokuJechealR provided above? Please also try the support article that has been provided above and see if that is able to fix the issue that you're having.

Please keep us posted on what you find out.

Kind regards,

John

[mjdbb1]

Sure:

Roku 4800X - Device ID S02A215NYP5L - Software 12.5.0 build 4175-C2

Tracker ID is 5L-406-163

I can also reproduce this on another Roku Ultra, if that helps.

Thanks

[RokuEuniceL]

Hi @mjdbb1,
We appreciate you providing these details in the Roku Community!

We'd like to take a closer look into this issue so we can assist you further. Can you please provide a photo of the issue you're experiencing as a reference? Also, can you please specify or enumerate the channel tiles that are missing?

We'll be waiting for your response.

Kind regards,

Eunice

[mjdbb1]

Sure.  All of the channels are gone:

[RokuBen]

We've determined the cause of the problem with channel tiles missing when the device doesn't have a network connection.  This was a regression caused by the emergency bug fix for the original "no channel tiles" bug, and we apologize for not catching this before the fix was released.  Roku will deploy an update that addresses this as part of our regular system library updates over the coming weeks.

If you want to check version numbers, the easiest way is to hit home x5, back x5 on your remote to bring up the issue report tracker dialog.  The "GC version" field indicates what version of our system support library is on your device.  The GC version with the problem is 10.2.30.

[mjdbb1]

@RokuBen Great, thanks for the thorough follow up and for getting to the bottom of this!  Looking forward to the fix. Thanks again.

[Bismarck318]

I only see this "glitch" for about 5 seconds, on power up as likely the device has not connected yet. Appears to be something in the boot sequence, though within 5 seconds everything appears normal. 

[msj]

When will this be rolled out? I am still stuck on 10.2.30 as of 2023-10-25. @RokuBen 

[VLH1]

My device ID is S008316H92HL.  It does not show a GC version.  The serial number is X00400PH92HL.

This begin happening when I tried to restart the ROKU.  

[Dfh1]

Afraid not.  I just had to reset my Roku yet again due to disappearing tiles on home screen.

I have an issue ID, but can't find anywhere to enter it.  It shouldn't be this difficult.

Model             3941X Roku express 4K+

Serial No.       X01600YRW26J

Software version  12.5.0  build 4175-CR

Last update          10/19/23 12:47pm

Uptime                 7 days 7 hours  
(since last reset was needed)        

Issue ID:  6J-430-577

this has been going on for months.