Issue Tracking Board

[twistyb]

Tryed the software update, now Version 14.1.4 and build 7709. The problem never went away. Restarteded Roku and the info was there, Ten minutes later the channel menu so no information. If I go toHome then back into Live TV the info is back.

[RokuJharra-Q]

@twistyb Thanks for keeping us posted!

I see you've tried a few troubleshooting steps, but no luck so far. To help you out and pass this along to the right Roku team, I'll need some more details about what's going on.

Please share with us 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 (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).
• Zip Code
• Channels affected

Once we have this information, we'll be able to forward this to the right team.

The Roku Community Team 

[twistyb]

Model: H103X - ROKU TV

Serial number: X0200015A2AE (SOLDM285A2AE)

Software version: 14.1.4 * build 7709-DD

GC version 13.2.11

Timestamp 2025-03-04T17:04:53Z

Please use issue ID AE-0900-304 to report the current issue.

[AvsGunnar]

@twistyb 

There is currently a bug being addressed by Roku where the Screensaver will appear over OTA guide and program about every 10-15 minutes. (Roku apparently working on a patch/update fix.

Wondering if maybe this is related/offshoot of the problem since returning back to Home and then back into guide resolves for 10 minutes at a time.

Try disabling the screensaver under Settings/Theme/Screensaver Start Time [Disable Screensaver].

----

Not sure if related as there have also been instances of the Guide performing similarly to yours even before the introduction of this new bug, but may be worth a shot.

[RokuJohnB]

Hi @Gwils5309,

Greetings from the Roku Community!

We appreciate the troubleshooting steps you have taken so far and would like to gather more details.

Can you please provide the following details below:

• Could you share with us a video clip or photo?
• When did the issue start?
• Did we recently make any changes to your network or network provider?
• Do you have cellular data so we can try connecting your device to your hotspot?

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

Thanks,
The Roku Community Team

[RokuJharra-Q]

@twistyb 

Thanks for getting back to us!

Just wanted to let you know that we’ve passed your concern along to the right team, and they’re on it. We’ll keep you posted as soon as we hear anything from them.

In the meantime, if you have any more questions or need anything else, just let us know!

The Roku Community Team

[garry414]

Starting a couple days, my Roku TCL TV went into kind of like a sleep mode after 10 minutes when watching OTA channels. This does not happen watching Roku live channels or tv apps. This seems to coincide with some type of update Roku pushed since there is now a top row on the guide with suggested channels that wasn’t there before. Also majority the guide is showing no information. I have to turn the TV on and off to get the information but it eventually disappears. I’ve done a system restart, plugged and unplugged the TV…all the usual suspects. Is this a TV issue or a Roku issue?

[mjrrobins]

Hisense: Model 58R6E3 just started losing the channel information after it has been on a while. If I shut if off for 10 seconds, the channel information comes back but after a while 'No information Again'. I use only OTA for the channels. No cable or satellite. I constantly update the OS manually. I have tried unplugging the TV, then plugging in, same thing. I have not tried a factory reset, leaving that as a last resort, if possible.

Any thoughts??? Of course, the TV is OOW. 

Thank-you,

Mike

[Macrokr55]

I’m experiencing the same issues since the beginning of the week.  About every 30 minutes all the channels close to the channel I am viewing including that channel show No information. Only thing to do is go back to Home screen and re enter live tv again and the program information is back for another while.  Been a constant challenge since they changed that screen and added the suggestion panels at the top.  What gives Roku, don’t you guys test stuff before you put it in production?

[RokuJharra-Q]

Hey everyone!

Thanks for letting us know your channel lineup is missing info. 

First, let's try these quick steps:

1. Update your device: Roku Home > Settings > System > Software Update > Check Now
2. Restart your Roku: Go to Settings > System > Restart

Still, missing info? Send us these details:

• Roku device info (Settings > System > About)
• Tracker and GC ID (Press Home 5x, Back 5x, then share the ID with us)
• Zip code/area
• A picture or video of what you’re seeing
• Which app(s) are affected? Is it just Live TV, or are streaming channels also impacted?

Heads up: We'll mark this as solved to keep it tidy

Cheers,
Roku Community Team