Roku setup

[labna]

Hi, saw the post on this subject and did all recommendations, 

symptoms live channel: start the circle of waiting (anticlockwise circle) and stays there,

shows: either ask me to play again or seems to start and just show the label picture on the right of the show, no sound or video, search works and saved to my list

I did the remove Roku channel, restart the device, install the Roku channel , same behavior

factory reset of TCL TV , new Roku account, restart same behavior, all other applications works fine on tv

tcl model 50S453, serial number X01200YMGWDG, SOFTWARE 13.1.4 BUILD 512CG

DEVICE ID S0JR943MGWDG

IP ADD 192.168.1.109 CONNECTED WIRED NOT WIFI

please advise of any other ideas

best regards - Oscar

[RokuJohnB · Accepted solution]

Hi @labna,

Thank you for your first post here in the Roku Community!

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku streaming device?

Hope you'll find this info useful. Please keep us posted.

All the best,
John