Your Digital Media Has Never Looked So Good

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erinb2525
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Joined: Wed Aug 17, 2016 2:35 pm

TCL Roku TV crashing

Wed Aug 17, 2016 2:40 pm

I searched the forum and did not see anything specifically about this topic so if I have missed it I apologize.

Last month I purchased a 55-inch UHD Roku TV by TCL.  When I am watching TV, be it either via one of the apps or via the cable box connected to the TV, it will crash and go back to the home screen.  I have already done a factory reset and it is still happening. TCL says it is a Roku problem and a new software version is coming out on the 22nd which will fix it. 

Is that true or is TCL just deflecting?  I'm sure I can get a new TV but would rather not go through the hassle since I bought if off Amazon on Prime Day and would have to ship it back.  
 
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RokuShawnS
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Re: TCL Roku TV crashing

Wed Aug 17, 2016 2:51 pm

Yes, it's true.

C. Shawn Smith
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
 
erinb2525
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Re: TCL Roku TV crashing

Wed Aug 17, 2016 2:53 pm

I'm glad to hear I don't have to return the TV!

Thanks for the response!
 
EnTerr
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Re: TCL Roku TV crashing

Wed Aug 17, 2016 4:28 pm

Can you like, mention the model# affected and the firmware version (d)effected?
I have TCL RokuTV and have not seen crashes, what should i beware of?
 
erinb2525
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Re: TCL Roku TV crashing

Fri Aug 26, 2016 12:16 pm

Model number 55US5800, most recent software version 7.2.0, build 4143-22

Just updated the software on 8/23, still experiencing crashing.  I am waiting to hear back from TCL, thinking I am going to need to get the TV replaced unfortunately.  Unless anyone else can think of something I might try?
 
EnTerr
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Re: TCL Roku TV crashing

Fri Aug 26, 2016 12:28 pm

Try describing the behavior in details, not just "crashing". 

Roku can mis-behave in multiple ways and most of them are not crashing. Roku player crash is only when you see it restart (the bouncing purple Roku logo). Much more often it's individual apps having problems but you must describe what exactly see happening (black screens, blue screens, purple screens, any messages etc)
 
erinb2525
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Re: TCL Roku TV crashing

Fri Aug 26, 2016 12:36 pm

While streaming the app stops and goes back to the Home screen.  It can be YouTube, Netflix, and it has happened when I was watching live TV via my cable box.  All of a sudden whatever I am watching is gone and I am looking at the TV's home screen.  
 
EnTerr
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Re: TCL Roku TV crashing

Fri Aug 26, 2016 12:42 pm

It almost sounds as if you (or a family member) pressed the Home button on the remote (or in remote app for mobile). I have never seen RokuTV on its own volition exit from HDMI input.

When these exits happen, do you hear the "clunk" sound, as when Home was pressed - or do they happen silently?
 
erinb2525
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Re: TCL Roku TV crashing

Fri Aug 26, 2016 12:46 pm

EnTerr wrote:
It almost sounds as if you (or a family member) pressed the Home button on the remote (or in remote app for mobile). I have never seen RokuTV on its own volition exit from HDMI input.

When these exits happen, do you hear the "clunk" sound, as when Home was pressed - or do they happen silently?

It is silent, it does not make the sound that I hear if the home button is pressed.
 
erinb2525
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Re: TCL Roku TV crashing

Tue Sep 20, 2016 3:33 pm

I am still having this problem.  I have purchased a new router, had my internet service provider out twice to ensure my network was working properly, and even added a powerline adapter to create a wired connection to my router....nothing has worked.  The TV keeps returning to the home screen while I am in the middle of watching something with no warning, and it happens EVERY SINGLE DAY.  I bought the TV in July, it is brand new.

I feel like I've tried everything...is there anything else I can do?  Is the TV defective?  
 
erinb2525
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Re: TCL Roku TV crashing

Tue Sep 20, 2016 3:41 pm

Roku TV 6102X
Model number - 55US5800
Serial number - YW005W303266
Serial number of TV - 1605GTO000172A00040
Device ID - 549005303266
Software version - 7.2.0
Build - 4143-22
Last Updated 9/11
 
EnTerr
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Re: TCL Roku TV crashing

Tue Sep 20, 2016 6:14 pm

So you are on 7.2 already, the newest.
Ask TCL support "what now?"
Also let's see what RokuShawnS thinks, since he commented earlier as if this was a known issue?
 
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RokuShawnS
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Re: TCL Roku TV crashing

Wed Sep 21, 2016 12:41 am

Unfortunately, I don't have any further information than what I posted above.  I just know that the fix is coming.

C. Shawn Smith
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
 
erinb2525
Topic Author
Posts: 8
Joined: Wed Aug 17, 2016 2:35 pm

Re: TCL Roku TV crashing

Wed Sep 21, 2016 4:30 am

RokuShawnS wrote:
Unfortunately, I don't have any further information than what I posted above.  I just know that the fix is coming.

C. Shawn Smith

That is still helpful info, thanks! 
 
DK7871
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Re: TCL Roku TV crashing

Thu Sep 29, 2016 8:18 am

I have also been experiencing this issue. I purchased a TCL 55UP120 at Costco three weeks ago. Apps unexpectedly quit and device enters the home screen. This occurs most frequently in Netflix.

Roku TV: 6110X
TCL model: 55UP120
Software version: version 7.2.0 * build 4143-22
Last updated: 9/11/16

I have never experienced this issue with any of my Roku stand alone devices or sticks.
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