Work through these troubleshooting checks in order:
- Is Bienvue open on the TV? Roku devices return to their home menu after sitting idle without remote activity. Reopen Bienvue, and turn off Bandwidth Saver on your Roku (open Settings, select Network, and turn it off) so the guide remains on screen continuously.
- Is the TV online? On the Devices page, each screen lists its last seen timestamp. If a TV has not been seen recently, it cannot receive your latest updates. Check the television's Wi-Fi connection.
- Is the TV displaying a pairing code? That means the screen is not paired yet, or was removed from your account. Pair it again by following Pair a TV.
- Did you publish your updates? Saving your work in the dashboard does not update screens on its own. Select Publish at the top of the dashboard, and allow up to 15 minutes for your TV to pull the new version (or just seconds if you published recently).
- Is your subscription active? If a payment failed more than 30 days ago, or if your paid plan ended, your screens will display a resting screen. Check your status on the Billing page.
- Is the property archived? Archived properties display a resting screen until you reactivate them. See Archived properties.
It shows Roku, not the guide, every morning
This happens when the Roku enters its automatic sleep mode. To fix it, disable the Bandwidth Saver feature in your Roku system settings.
Still stuck
Write to support@bienvue.com with your property name, the screen name listed under Devices, and a brief description of what the TV is displaying (a quick phone photo is very helpful).