Discussions

[Cortezp_11]

Lately for the past 2 months, our Roku Hisense tv keeps jumping to home screen while we are using any app on our tv. 
we have tried everything from checking connection , restarting, and even factory restart. But our tv continues to make the same error: back to Home Screen.

we need someone to come down and fix this please. 

[RokuEmmanuel-D]

Hi, @Cortezp_11.

Welcome, and thanks for posting here in the Roku Community!

We'd like to help you out with this issue you're currently having with your Hisense Roku TV, which keeps kicking back on the home screen when trying to stream any app. 

To investigate further, kindly supply all the following information below:

• What troubleshooting steps have you tried so far?
• What are the specific apps you have tried that are experiencing the same behavior?
• Does the issue happen before or after the latest software update? 
• Do you have a photo or a short video clip of the incident? 

We are waiting for your prompt response. 

All the best,
Emman

[Cortezp_11]

https://share.icloud.com/photos/092wUUio9vUiUIelAMcYnCcsA 

[Cortezp_11]

This happens when I use any and every app. I even disconnected from wireless, restarted, the whole thing; and it still does this. What should I do?! 

[RokuJechealR]

Thanks for keeping us posted, @Cortezp_11!

We appreciate the steps you have taken to resolve the issue, and we are eager to find a solution as soon as possible. However, we need more details to proceed.

For us to help you better, we will ask a set of questions to isolate the issue:

• What is your device's OS version? (can be found in Settings > System > About.)
• Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
• Have you tried removing the channel you observed this issue on from the Roku home screen? Then, restart your device. Once it loads up again, add the channel and try playing content again.
• Do you have another Roku device? If so, are you experiencing the same issue?

Please keep us posted with the above information, and we will continue to assist you should you need further aid. We look forward to hearing your response.

All the best,
Chel

[Cortezp_11]

Version 14.0

no everything remains the same, I only restarted setup and factory set up.

yes after the reset and factory restart I had to upload the apps again but it continues to have the same problem. 

No, I have another Roku tv (smart tv device) but I have no issues with any of the apps. I can watch any app and not deal with this Home Screen problem. 

[RokuRiamie-D]

Hi @Cortezp_11,

Thank you for the response!

We sincerely appreciate the time and effort you have dedicated to troubleshooting the issue at hand. To help you resolve this matter more effectively, we suggest that you consider the following steps:

Restart your modem:
To reset your internet connection, start by disconnecting your modem from the power outlet. Leave it unplugged for a full 10 seconds to ensure a complete reset.
After the brief waiting period, plug the modem back into the power source.Allow some time for the modem to fully reboot and establish a connection before you attempt to connect your Hisense Roku TV again.

If the issue persists, kindly provide us with the following details:

• Roku TV model, serial number, device ID, and OS 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)

Please keep us posted.

Regards,
Riamie