Issue Tracking Board

[RokuMaryEF]

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.

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
• A photo of what 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?

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Status Update 3/12: We believe that the issue is now resolved, we recommend trying to relaunch your Live TV and see if the issue is still happening.

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Previous Update:

Live antenna channels "No info" issue? Please help us fix it. Send:

• Device info (Settings > System > About)
• Tracker and GC (Home 5x, Back 5x)
• Channels & zip code
• Send us a picture of what you're seeing.
• Which specific app(s) are affected? Is it just Live OTA TV that's affected, or are streaming apps also impacted?

Try restarting your Roku. Go to Settings, then System, and hit Restart.

Thanks for being a part of the community!
Roku Community Team

[Gwils5309]

My channels keep dropping off on my RCA Roku TV I have to keep shutting off turning it on or going to the home screen and go back to the TV for the camp channels to come back online and one by one to go down the list they all drop off pretty soon it's all say no information I've tried restarting it tried updating it I checked all my internet connections and nothing works to do.

[gonsalvesdavidw]

This problem is in Kentucky as well

[twistyb]

channel info disappears after 15 minutes. If I turn off the TV and back on, the TV info is back. This is the second Roku TV I have had in two years. They both started to fail just after one year. Very disappointed. This TV model is 32S355-CA TCL - Roku TV

[RokuJharra-Q]

Hi Community Users!

Thank you for informing us that the channel lineup on your Roku device is missing information. I'm here to assist you!

Let's see if this will work for you.

• Check for a system update
  Go to Roku Homescreen > Settings > System > Software Update > Check Now.
• Restart Your Roku Device/TV
  Go to Settings > System > Power/System Restart.

Let us know how it goes!

Best,
The Roku Community Team

[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