TVs & players

[MikeN159]

My TCL Roku TV is less than one year old. While watching programs on apps, the program fast forwards uncontrollably. When I press the home button, it exits the app, and the app menu scrolls continuously. Only thing that disrupts the cycle is to turn off the TV and unplug it.

I have replaced the remote batteries several times. I have reset the system and cleared the cache. Have even downloaded the Roku Remote app to my phone. Nothing works. Only thing I can watch normally are programs via the cable box.

I'm ready to dump this, eat the loss and find a better (not TCL or Roku) product.

[RokuCarly]

Welcome to the Roku Community, @MikeN159!

Thanks for bringing this to our attention. Rest assured that we'll coordinate this with the team for review. 

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Does this also happen even if you use the Roku mobile app?
• When did you start observing this happening? 

We'll be looking forward to your update as these details will help us with the investigation.

Best regards,
Carly

[MikeN159]

Thank you for the response. I incorrectly stated that the TV is less than a year old. I researched and found that I purchased it 22 months ago. In response to your message, the following is provided:

Device Model 65S555

Serial No. X021005NW21M

Device ID S0MLH2ANW21M 

Software Version 13.1.4 build 1510-DK

Tracker ID will be provided when I can capture it.