Solving playback issues

[RokuJanadeeK]

Hi @nhart23452,

Thanks for letting us know.

We acknowledge your concern with Live TV channels. We'd be glad to help but we'll need more details.

Have you made changes to your location? Could you send us a photo of the channel icons? Lastly, Is the NBC channel the only channel missing?

Please keep us updated

Regards,
Janadee

[waynejessee]

I have a new update for this terrible issue.

If I remove the TV from the wireless or wired network, or keep the TV blocked at my Internet router then the over-the-air Antenna channels will work, but streaming channels then fail (obviously).

Once I connect the TV back to the network then the local TV channels stop working.

[Jenniffer]

I just don’t understand why us as customers need to find workarounds to use our TVs. Till now I’ve not yet heard anything from Roku. Are they developing software in the waterfall model still? How do you handle bugs Roku? You dont have product owners to prioritize what the developers should work next? As a customer I’m really disappointeded with the type of support we are getting. 😒

[waynejessee]

Update

Solution found but I am not happy about it and will never buy or recommend another Roku TV if this doesn't get fixed.

The issue seems to be geolocation related to the Roku account.

I have two Roku TVs in my home country and I doubt there is an issue with local channels.

I have three Roku TVs in the country where I am currently located. These three TVs are using the same Roku account as my home country and all three of these have the issue.

There is no option to change the country in the Roku account profile.

Steps to have an improved experience.

1. Create a new Gmail account

2. Create a new Roku account (while physically away from home country)

3. Factory Reset Roku TV

4. Reconfigure TV with new Roku account

5. Rescan antenna channels

6. Reconfigure app accounts

I've noticed the new Roku account on the TV the isn't full featured and is missing some streaming, Live TV, and guide functions.

[renojim · Accepted solution]

@waynejessee, Roku accounts are tied to one region/country and can't be changed.  The region of an account controls what features and apps are available on the linked device and moving a device from its "home" region or using a Roku account that was created in one region in a different region will cause problems.  It's intentional and is not something Roku is ever likely to change.  Additionally, using a device in a region that Roku doesn't officially support will severely limit what features are available.  If you travel regularly from one region to another you either have to have multiple devices linked to different accounts or continually perform factory resets to link them to different Roku accounts.  Sorry, but that's just how it is.

[Jenniffer]

You are a genious! Thanks for sharing this tip with us. I just tried to login with a new roku account/different e-mail and I finally can Watch antenna tv channels. My Tv is up and running again!!! Thanks a lot wayne!! 

[dkp8008]

i have this problem.,,  i would love to know a solution

[Jenniffer]

Just do a new configuration using a new Roku account/ different e-mail. It worked for me.

[dkp8008]

I returned the TV this morning. 

[2ddwro]

I am in zip code 25427. I don't know what screen shot you would need. I am missing all stations/channels below 115.