Issue Tracking Board

[RokuRey-V]

Hi Community users,

Thanks for bringing this to our attention.

Please be advised that we are investigating this matter thoroughly. While we had previously resolved an older bug, this new issue has surfaced and is now receiving our full attention.

We will reach out to each individual to gather relevant information.

We'd like to gather further information so it can be forwarded to the appropriate Roku team who will investigate this case. Kindly provide the details below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Tracker ID when this issue occurs. (To do so, use your Roku remote's microphone button and say "Get Tracker ID" or press Home 5x and Back 5x in quick succession.)
• A photo or video clip referring to the issue

The previous thread has been closed, and all future reports related to this topic should be directed to this new thread.

We highly recommend that everyone subscribe to this thread to receive immediate updates. We kindly request your patience and understanding as we diligently work to address the issue.

Best regards,
Roku Community Team

[FooFoo]

It seems that Roku is not willing to put much effort into resolving this problem.  That said, I am adding another tracker ID to this thread.    Additionally, I've noticed the channel icons on the home screen occasionally get garbled,  or are missing. 

  

[Sparklee]

The pictures on the posts here are exactly what I am experiencing too EXCEPT....I use captions a lot not only because I am older than dirt but it helps with perhaps understanding a foreign film actor. When Roku is acting up with the missing text, it also affects captions either by being unreasonably blurred or missing text too. It happens on ALL channels with no particular one where it happens most. Sometimes it will stop for a couple of days, then start up again being ugly and rebooting has no affect in correcting itself.

[RokuEuniceL]

Hi @FooFoo @Sparklee,

Greetings from the Roku Community!

We regret to hear about this, and we would be happy to look further into this issue, but we need more details. Please provide us with the following information:

1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
2. Tracker ID when this issue occurs (when you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID). If done, please disregard.
3. Troubleshooting steps you have taken to try resolving the problem.

Once we have this information, we will be able to investigate further.
Best regards,
Eunice

[FooFoo]

@RokuEuniceL 

Did you NOT read my post?   There is a screenshot with all the information.  This is a very long thread about an issue, and you respond as though it's the first time Roku has heard of it.  I apologize for ranting but canned responses to customer posts get old.

[Sparklee]

@FooFoo     @RokuEuniceL 

I've noticed they do this quite a bit so thank you for ranting for me, FooFoo!

[RokuEuniceL]

Hi, @FooFoo, @Sparklee,

Thanks for keeping us posted here in the Roku Community!

We appreciate your feedback, and we apologize for any inconvenience that this may have caused you. This was supposed to be resolved with the 12.5 update, but since the issue persists on your end, please allow us to escalate this to our appropriate Roku team once more to follow up regarding this issue on your end.

We have updated your information, and we have your details. Thanks for this update, @FooFoo.

Please provide the following information so we can forward your information and concern to the appropriate Roku team, @Sparklee.

We appreciate your patience and understanding.

Kind regards,

Eunice

[FooFoo]

@RokuEuniceL 

A couple of additional items:

As before, rebooting temporarily restores the text.

In Paramount+, when an ad is playing there is a text overlay in the upper left corner (something like Advertisement 1 of 3, for example).  This is also affected.

[RokuJechealR]

Hi @FooFoo,

Thanks for keeping us updated!

Please note that we have passed along this additional information to the appropriate Roku team for further investigation. We'll be sure to update you on this thread once feedback is available.

Your patience and understanding are greatly appreciated.

All the best,

Chel

[tttrrr]

Same issue. Have reset roku stick it’s still happening. Watching weather channel now it’s happening. Is roku doing anything????