Solving playback issues

[sallchin]

Roku has contacted me and I have given them all appropriate information to correct the issue they simply refuse to do so. I am unclear as to why a company would intentionally desire to alter it's product to an unusable state when it's users are telling it not only the problem but the solution as well. I always thought Comcast cable company was the cross bearer for the worst company service ever but ROKU has nudged them out of first place by not listening to their tech savvy users... 

A retired electrical engineer in Houston...

[sallchin]

All you have to do is disconnect from internet on the TV and do a channel scan... All the channels will scan in.... then reconnect to the internet and redo another channel scan and many channels disappear. If you never reconnect the TV to the internet you retain all the original cable channels that were scanned in

[RokuERey]

Greetings Community users,

"Thank you for keeping us updated on this issue. We are still waiting for the information we requested so that we can escalate this matter to the Roku team for further investigation."

We would recommend reproducing the issue again and sharing 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).
• List of missing channels.

We'll be looking forward to hearing back from you.

Regards,
Rey

[sallchin]

same thing onb oth my ROKU TVS just try it on any ROKU TV  youve already had multiple people tell u its the exact same on their TV after the operating system update. You don't need to put us through all the hoops and hurdles.. just try it on any ROKU TV in your team and its will work as described. its the operating system update that's causing the issue not a particular tv or remote control

[donm168]

My affair with Roku tvs is nearly over.  I, too, have spent hours working to deal with the issue Roku won’t or can’t recognize. I love mostly everything about them but can’t use them connected to the internet without losing nearly half of my cable channels. Most, but not all, of them are odd numbered. I tried removing internet access (We’re on a mesh network.) but that didn’t work for me. All Roku would need to do would be to provide an option to reject system updates. Of course, if advertising revenue is an issue, they have to decide whether losing customers in those cases they are unable or unwilling to correct is going to be most costly. Thank you for the time you spent providing a “fix” that might have worked.

[RokuCarly]

We appreciate your first post here in the Roku Community, @donm168!

Thanks for sharing your concern. The team is currently looking closely into this matter to determine the cause and find you the best resolution possible. 

With this being said, we'd like to include your device in the process of investigation, and if you could provide us with the details requested by @RokuERey above, it would be great.

We'll be looking forward to your response.

Best regards,
Carly

[SunsetBeach]

We truly appreciate your clear and easy-to-follow directions. They helped us regain access to "lost" cable channels. Your expert guidance solved our dilemma. THANK YOU!

[donm168]

Having the same exact problem tv channels scan when factory reset is done. But as soon as the roku updates they go away. On both roku TVs both different models and manufacturers having the same exact problem.

ID 91-381-231 is the id I got from one of the TVs I did the home and back button issue report tracker on

[donm168]

My other tv’s ID is 91-381-240

the system detects all the channels when I do a channel scan. They don’t show up in the channel line up however. I can hold down the mic button and tell my tv to go to one of the missing channels and it shows the channel name and everything but fails to change channels. 

I’ve had a tv tech look at everything signal is perfect. Again when I do a factory reset I get all the channels just fine but as soon as the roku connects to the internet and updates I lose them

[donm168]

Is anyone working on this?  Can it be so elusive that Roku engineers can’t even learn what has changed in their system updates that previously allowed my TVs to function but now doesn’t? DRM issue?  PSK issue? Some condition is not being addressed. Many of us in this apartment complex have preferred the Roku branded TVs, in most cases because of the great “pause” function not well done on other platforms. Sorry to be leaving.