Issue Tracking Board

[RokuCarly]

Welcome to the Roku Community, @JetBl4ck9!

Thank you for letting us know about the issues you're currently experiencing on your Hisense Roku TV. I'd be happy to coordinate this with our appropriate Roku team for further investigation.

Kindly provide me with the following details:

• 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)
• A photo or a short video clip of the issue happening. 

I'll be looking forward to your response.

Thanks,
Carly

[JetBl4ck9]

Thanks Carly,

• Model D204X - Roku TV
• S/N X00700G3JA5W
• Software 13.0.0 - build 24062-CP

I’m not sure what the device ID is. GC Version is 11.6.21 and there is an Issue ID. Also another string after the S/N S07C9183JA5W. 

I’m also not sure how to link an image but I’ve uploaded a photo to an image host  if you need it through another method let me know. When the TV is turned on this is what I see:

https://ibb.co/cgLjft6

[grahamscott]

My screen is blank on the home page not sshowing any of the installed apps or my hdmi inputs.

Model: 8652X - Roku TV

Serial number: X009004YDPJM (S05TV00YDPJM)

Software version: 13.0.0 - build 24062-64

GC version: 11.6.21

timestamp: 2024-06-11T21:10:44Z

Issue ID: JM-234-550

[RokuJohnB]

Hi @grahamscott,

A warm welcome here in the Roku Community, and thanks for the additional information!

We would like to gather more details regarding this problem that you had with your Roku TV since the screen is blank. Can you please provide the following information below?

• Could you provide us with a photo or video clip of your issue?
• What troubleshooting steps have you taken so far?

In the meantime, you can also attempt the following steps using your remote:

1. Press the Home button (five times)
2. Up button
3. Pressing Rewind (twice)
4. Fast Forward (twice).
5. This should prompt an automatic restart of your Roku device.

We look forward to hearing from you and looking closely into this issue.

Thanks,
John

[Irus]

I have the same issue. Resetting using the button command does not work. Resetting through recovery mode does not work. Unplugging my TV for an hour and re-plugging does not work. Changing outlets does not work. It really seems like my TV is soft locked now and I have access to nothing except the volume buttons.

[SavageDragon]

I am having the exact same problem! Same model and troubleshooting steps taken. Help!

[taymay88]

I am having this same issue and the advice didn’t work. I cannot access my settings as I can only see the TCL Roku TV and the time in the top corners. I can use the apps on my remote, but there are other apps that I want to use. 

[RokuCarly]

Hi, @JetBl4ck9.

Thank you for providing the details requested. Rest assured that I will coordinate this with our appropriate team to investigate your Hisense Roku TV. Once I've been notified of any updates from the team, I will let you know immediately. 

In the meantime, I request your patience as we work on this.

Best regards,
Carly

[RokuCarly]

Welcome, and thank you for posting here in the Roku Community, @SavageDragon.

I appreciate you sharing your concern regarding your Roku TV. I'd be happy to include your device's information in the process of investigation. 

Kindly provide me with the details requested above so I can effectively forward that information to the team.

I'll be looking forward to your response. 

Thanks,
Carly

[kgihring]

Are you still there?  Are you still trying to offer any help?

I sent you the issue ID you requested three days ago but I haven't heard anything back from you since then.

Actually, the issue ID was included in the very first communication I sent you, so I have to wonder why you need to ask for it again.