Issue Tracking Board

[bran24]

I have this problem as well. I contacted support, they don't understand what Live TV means, support kept saying I need a cable box plugged into the coax. wow, really?

[jkalbach]

Tracker id’s

61-185-074

UX-185-075

[RokuJharra-Q]

Thanks for keeping us posted, @jkalbach!

We appreciate you for providing us with the requested details. Rest assured, we will forward your information to the appropriate Roku team for review. We kindly request your patience and understanding while we work on this issue.

If you have any other concerns, feel free to let us know. We're always here to assist!

Thanks,
Jharra

[TalleysCabins]

Same here:  Stating problem for ROKU Techs.

In Guest Mode;  Home Screen:  Channel Tiles are no longer being displayed. 

[RokuCarly]

Hi, Community users!

Greetings from the Roku Community.

We appreciate you reporting this to us, and we apologize for any inconvenience this may have caused you. We would be happy to provide some troubleshooting steps for your device.

We suggest rebooting your Roku players to see if this will resolve this. Kindly try to navigate to your Home screen. Scroll up or down to select Settings > System > Power (skip if unavailable) > System restart. 

We'll be looking forward to your updates!

Best regards,
Carly

[psal]

No difference after System Restart.  I did it again anyway just to humor you, but had tried this multiple times.  My player is Hisense Roku TV.

[RokuCarly]

Thanks for the added info, @psal.

We appreciate you taking the time to reboot your Roku player.

In this case, we'd be happy to coordinate this with the appropriate team for further investigation. With this being said, kindly provide us 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)

We anticipate your response.

Thanks,
Carly

[TalleysCabins]

**** ROKU CUSTOMER SUPPORT -  READ THIS ****  You have a system wide issue or you have changed mode of operation with last update in regards to this problem.

Problem:  In Guest Mode:  Home Display does not show default Channel Tiles.  For example, The Roku Channel.  Default Channel tiles use to be displayed for a Guest starting point.

Start of Problem:  Approximately 22Apr2024

Troubleshooting:

1. Problem exist on multiple TCL ROKU Devices.
2. Problem exist across multiple networks
3. Reboot of device did not fix problem.
4. Turning Guest Mode on/off/on did not fix the problem.
5. Reactivation of ROKU device did not fix the problem.
6. Problem does not exist when NOT in guest mode.  Only exist in Guest Mode.
7. Guest Mode only displays the following on Home screen
   • HDMI1, HDMI2 HDMI3 HDMI4 (ARC)
   • AV
   • Live TV
   • Add Channels
   • Sleep Timer

Case Management: 08MAY2024

1. Contacted Support via Chat:  No Help.
2. Contacted Support via Phone:  No Help, Disconnected
3. Contacted Support via Phone 2nd Time:  Still no progress and not even sure support team understands issue.
4. Communication barrier exist with support staff for English speaking customer
5. Help Desk Ticket # 9728373

[psal]

Device Model:  G204X Roku TV 6Series-58

Serial number:  X01900MHT62D

Device Id:  S08C637HT62D

Software version:  12.5.5 build 4174-CH

Tracker Id:  2D-185-472

[RokuCarly]

Thank you, @psal!

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

In the meantime, your continuous patience and understanding are highly appreciated. 

Best regards,
Carly