[Under investigation] Background play no longer showing on YouTube TV
Hey everyone! There have been reports about the YouTube TV app, which is not showing background play. Status update: Our team is currently investigating the issue. Roku device model, Device ID, Serial Number, and Software version (Go to Settings > System > About) Tracker ID (Press Home 5 times, then Back 5 times when the issue occurs) YouTube TV app version (highlight the app, then press the Star* button) Any additional info you could provide would be helpful. Thank you, Roku Community Team
[Under investigation] Roku Live TV Channel Crashing
Hey everyone, We've received reports about a crashing issue on the Roku Live TV Channel, and our team is currently looking into it. Status Update 8/26: Under investigation To help us look closer, please share the following details if you're experiencing this issue: Roku device model, Device ID, Serial Number, and Software version (Go to Settings > System > About) Tracker ID (Press Home 5 times, then Back 5 times right after the crash) Are you seeing this issue on streaming apps (like Hulu, Netflix, etc.) or only on OTA antenna channels? Thanks for your help, we’ll share more updates as we learn more! Mary, Roku Community Team
[Under investigation] Speakers/Streambar Not Connecting After Update
Hey everyone! We’ve received reports that some Roku speakers and soundbars aren't connecting after a recent update. Status Update: Under Investigation In the meantime, try power cycling the device by unplugging the power cable, waiting a few seconds, and then plugging it back in. After that, check for a system update by going to Home > Settings > System > Software Update > Check Now to ensure you’re running the latest version. Try these steps first, and if you’re still having trouble connecting your audio device, please provide the following information: Roku device model, Device ID, Serial Number, and Software version (Go to Settings > System > About) Tracker ID (During the issue, press Home 5x, then Back 5x) We will share updates as soon as we have more to share. Thank you! Roku Community Team
[Under investigation] Audio dropouts on Dolby Digital/Atmos show on Fandango at Home after an update
Hi everyone! Status update 8/14: We’ve seen reports from some folks that the shows on Fandango at home with Dolby Digital/Atmos are having some dropouts since the latest software update. We’ll pass this on to the engineering team so they can check it out. Could you fill in a couple more details so we can proceed? Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About) Tracker ID (Press Home five times, then press Back button five times when the issue occurs) App build version (Highlight the app from the Home Screen and press the Star * Button) Sample shows that are affected by the issue, so we can get it replicated. Hoping to hear from you all soon! Stay tuned to this thread for more updates. Roku Community Team[Under investigation] NowTV App Picture Quality issue
Hey everyone! There have been reports of a picture quality issue with the Now TV app. Status update: Our team is currently investigating the issue. Please share the following details if you're still experiencing it. Roku device model, Device ID, Serial Number, and Software version (Go to Settings > System > About) Tracker ID (Press Home 5 times, then Back 5 times when the issue occurs) NowTV app version (highlight the app, then press the Star* button) Any additional info you could provide would be helpful. Thank you, Roku Community Team[Under Investigation] Unable to connect to the internet, Error 014
Hey everyone! We're aware that some users are experiencing trouble connecting their Roku devices to the internet, specifically encountering Error 014. Status Update – Our team is investigating the issue. In the meantime, please try the following: Verify your Wi-Fi password is correct Try connecting to a different mobile hotspot, if available Try connecting to Recovery mode. Press and hold the reset button on the back of your device for at least 20 seconds If there's a reset pinhole, use a paperclip or similar tool Your device will restart in Recovery Mode Use your remote to select your language and follow the prompts to reconnect to Wi-Fi Once connected, select Update now to reinstall the system If you’ve tried all the above and still see Error 014, we could use your help collecting some technical info to assist our engineers. We’re looking for people who: Are still seeing Error 014 after all the troubleshooting Have an Apple MacBook Are comfortable with technical terms and installing programs Can spare 15–30 minutes for a Zoom call with one of our engineers If you have verified information above and would like to help us out, please reply to this thread or send a PM to RokuMaryF. We'll reach out directly to collect your contact details and schedule for contact. Thanks, Roku Community Team[Under Investigation] UK - Live TV Guide reappears after removing
Hey everyone! We've received reports of some folks experiencing issues with the Live TV guide Tile reappearing after removing it on their Home screens. Status update 10/06: The team is aware, and it is currently under investigation. If you're experiencing the same behavior, please reply to this thread and let us know the following info. Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About) Tracker ID (Press Home five times, then press Back button five times when the issue occurs) Thanks for your help! Roku Community Team
[Under investigation] Smart Home Camera Connection Issue (Error Code -45)
Hey everyone! We've received some reports about users seeing error code -45 or having trouble connecting their Smart Home Camera. Status update 09/05: We're currently looking into it. Some users have reported that the issue seems to be resolved on their end. Our recommendation: If you were experiencing this, please try connecting again and let us know if it’s still not working. Still having trouble? If the issue persists, please help us investigate by sharing the following info: Roku Camera model MAC address (found on the device or in the app) Firmware version Roku Smart Home app version Log ID: Open the Roku Smart Home app > tap Account > Roku Support > Submit a Log Router make and model Your phone model (e.g. iPhone 13, Samsung Galaxy S21) Thank you, we’ll keep this thread updated! Roku Community Team[Under Investigation] Distorted Screen on Roku
Hey everyone! Status Update – 6/20: We’re currently investigating reports of a distorted screen appearing on some Roku devices. If you're able to access your device settings, it would be a big help if you could share the following info: Roku device info: Device model, Device ID, Serial number, and Software version (found under Settings > System > About) Tracker ID (press the Home button 5 times, then the Back button 5 times) In the meantime, please try the following: Connect your Roku to a different TV to see if the issue persists. If it continues, try performing a factory reset and let us know if that helps. We’ll keep this thread updated as we learn more. Thanks again for your help and for being part of the Roku community! Roku Community Team