Issue Tracking Board

[RokuMaryEF · Accepted solution]

Hey everyone,

We believe the issue should be resolved for some customers, but we’re still investigating reports that it’s affecting others.

Status Update 3/13: We’re looking into it for those still experiencing the issue.

For better visibility and reference, we'll mark this post as solved.

We also recommend trying to relaunch your live antenna channel to see if the issue is still happening.

If you're still having trouble, please share the following details with us:

• Device info (Settings > System > About)
• Tracker & GC (Press Home 5x, Back 5x)
• Home zip code or TV location

• Snap a screenshot or photo of the issue you're seeing

Also, let us know:

1. Which Live TV channels are affected? Are they all live antenna channels or Streaming channels as well?
2. How many channels are having the issue?
3. When exactly does the issue happen? As soon as you open the channel?
4. How long does the issue last?
5. Which apps are affected? Is it just a live antenna TV channel, or are streaming apps impacted too?

Thanks for your help! We're still looking into this and will keep you updated as we learn more.

Roku Community Team

[DjwOhio]

I have provided all this information in @OTA channel guide not working consistently.

After receiving this notice I verified the OTA channel guide is still not working consistently.

- The software version has not changed since I provided the screen shots.

- No software updates are available.

- The Issue exists across the board on all channels on 4 TCL Roku TV's in two geographical locations.

Do not understand how this issue can be solved by a moderator vs the person having the issue.

[bratface]

Yes I'm using a Roku TV (although I am rueing the day I bought it because it has been nothing but a pain in the **bleep**, especially when you people try to 'improve' things)! Just like the last couple of days it is fine for a couple of hours, then everything starts to go downhill! Today (3-13-25) it started at 5:00 pm, half of the grid says NO INFORMATION!!!! Not sure WHY YOU NEED A PHOTO. I have told you what the grid looks like!!!! IT SAYS NO INFORMATION!

[nmb48150]

i'm still losing seemingly random channels, but after rebooting the entire section of 'Add-ons' reverts back to 'no information' the quickest.

[MotorcycleCindy]

I have a Roku TCL 55 in tv. The problem started with the no information on the live channel lineup about the same time y'all added the tiles located above the TV lineup. You can watch a TV show for a while then go back to the channel lineup and when you do... no information is shown. Sometimes you have to go back to the home screen and go back into the lineup and hope it appears. Otherwise you have to unplug the television set. Please fix the problem it's on your end not ours.

[nmb48150]

i don't know if this helps but i have 'no information' for all channels in the current time slot but starting on the next hour of the guide i have information. ie. 7am has no information but starting at 8am it has values, the current time is 7:45

[mjrrobins]

As of last night, the guide information was working. I will look agian later today and let you know. Thank-you.

[MotorcycleCindy]

Still not working. You can select a channel.. watch TV for a while.. go back to Live Channel Lineup.. NO INFORMATION. 

[Macrokr55]

Ok, well, yesterday evening past 7pm CDT the no information problem returned for the evening, this morning at least for a couple everything is working again.  Looks like they are still rolling in (and out) code fixes.  Seems like kind of a "Tone Deaf" customer service model being practiced here.  At least it's better than it was.  Pro tip, since I got this (My TCL Roku TV)  I have kept it and the other devices in the system running though a surge protecting power strip and I turn this off at the end of the day, otherwise the TV always stays in standby mode.  Just like an old school PC you need a full power off and on to keep these devices reset and updated on a regular basis.  😉

[Bob75]

PLEASE ROKU FIX THIS PROBLEM,

IT IS NOT FIXED