Issue Tracking Board

[Blowenblu]

So if I set up wifi when I'm setting in my driveway at home, there wouldn't be an issue when I'm at a campground connected to campground cable with no wifi? If won't constantly be looking for wifi and popping up on the screen? 

[C0rs3ts]

Hello! So recently I went to this forum to vent about how my tv will not change my wallpaper no matter what I do! But I wanted to share the many other problems I have with this tv, that I would love to resolve(: 

-can’t play anything but YouTube and Netflix, like one would assume when you go to apps you’d see the large variety that we hard working people pay for, yet there’s nothing but Netflix and YouTube. Google told me that it’s because I’m outside of the us or canada. IM IN THE US? THIS TV HAS NEVER LEFT THIS HOUSE? 

- YouTube is constantly buffering, and no it’s not my WiFi, I will go on any other devise in the house including my other tvs and everything runs so smoothly! since I only have Netflix and YouTube, not having one option is severely frustrating. 

-when I turn on my tv it will take no less then 20 minutes for it to realize that I have internet WHEN I KNOW I DO. it will run through this silly little game where it pretends I’m not connected. WHEN I AM. 

-and again my theme/wallpaper is unable to change. 

i believe having this tv to be a privilege, but at this point I’m considering turning people away from Roku as a whole. This “support group” never actually helps and there is no direct email that I can take my matters. PLEASE fix this. 

[renojim]

@C0rs3ts, first things first.  If you're in the US and you're only seeing Youtube and Netflix either something is wrong with you're Roku account or you're using a VPN.  If you're using a VPN, you're going to have problems.  If you're not, something went wrong when you set up your Roku account.  It's all to easy to set up an account in the wrong region through no fault of your own.  If you're not using a VPN, I'd suggest closing your current Roku account, factory resetting your TV, and starting over.  Your experience is not normal.

How to close your Roku® account | Official Roku Support

How to factory reset your Roku® streaming device | Official Roku Support

[renojim]

Only if you tried to launch an app.  If you just wanted to watch OTA channels, it shouldn't be a problem.  You can even have it power on to the last antenna channel watched and you won't even see any of the apps that you wouldn't be able to access anyway.

If worse came to worse (and I don't think it would), you could always factory reset it when your at a campground and just go through the setup telling it you don't have Internet service.  Just make sure you have a working physical remote any time you factory reset a Roku device.

[C0rs3ts]

That’s the thing! I have factory reset my tv OVER 10 times. I deleted every vpn from my phone and even factory reset my phone so I could connect it again. Yet the problem is still occurring after the mannnnyyyy times I have tried. 

[Blowenblu]

Okay, thanks for all the good info. Sounds like what I'm looking for. 🙂

[RokuCarly]

Hi Community users!

Thank you for bringing this to our attention. No worries! We're here to help you connect to your network connection successfully.

Please refer to the troubleshooting steps provided above post by @RokuTakashi. If the issue persists after troubleshooting your TV, kindly provide us with he following details so we can investigate thoroughly. 

• 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).
• A photo or video clip referring to the issue,

We'll be looking forward to your responses.

Best regards,
Carly

[RokuTakashi]

Hi, @C0rs3ts 

Thanks for posting here in the Roku Community.

We understand the issue you have experienced with your Roku TV, and we're here to assist you in resolving the problem at hand. Upon seeing your post, you mentioned that your Roku TV does not play the apps as expected since it buffers due to the network connection. For this matter, let's try to perform troubleshooting steps to address the issue.

Restart your modem

• To restart your router, check the instructions from your ISP or router vendor. In some cases, you can simply unplug it and plug it back in, and in other cases it may require pressing a reset button on the device.

Connect to a different bandwidth on your network

• Roku TVs are dual-band, which means they can connect to both 2.4 GHz and 5GHz. You can try to connect to each of your networks. For further information related to this, you can contact your ISP to successfully connect to your network.

Connect to a mobile hotspot or a different network

• If available, you can try to connect to a different network or a mobile hotspot to see if you're able to access apps without buffering and network connection issues on your Roku TV. If it works seamlessly, the issue might be rooted in your network and not the TV.

We hope you find this information helpful, and let us know on what you find out.

Best wishes,
Kash

[Blowenblu]

If you read my initial statement: I'm having issues with a Vizio TV and am inquiring about a Roku TV to see if it will work for what I want. And it sounds like it will, thanks.

[RokuCarly]

Warm greetings to the Roku Community, @dhamum2!

We appreciate you informing us about this. We'd be happy to provide further information regarding this matter.

Kindly ensure your Wi-Fi connection is stable and performing well. Sometimes, even with fiber optics, fluctuations in speed or signal strength can cause delays or issues such as this. 

In the meantime, we recommend visiting this support article to help you improve the Wi-Fi or wireless internet connection to your Roku streaming device.

Best regards,
Carly