Forum Discussion
Profile Settings Not Holding
Anyone having issues with profiles not holding when selected on TELUSTV-21T Android Optik TV+ I have a Main profile and one additional. When I turn off box or it goes to sleep and was last viewing...
Tried deleting the second profile and added it back...no sucess.
Will try deleting main and second profiles...if that doesn't work, then will resort to factory reset as final attempt.
TELUS_Support
Official Support Team
Official Support TeamHi! Optikal_Speak - Any luck?
New box...same old problem.
New box is a TELUSTV-24S...old one was -21T. My other (2) boxes are also 21T's.
Interesting observation:
The secondary profile was initially a "blue" butterfly icon. When I set up the new 24S box and when I factory reset the 21T's I chose a "green" butterfly icon.
When initially setup (24S) or subsequently doing a factory reset (21T's) or doing restarts to resolve the issue (no matter which of the boxes) it defaults to the old "blue" butterfly icon under Settings on the Home Screen (really odd!) Yet, when you press Settings it shows the main profile icon and the new "green" butterfly.
However, to get main profile you still have to select the secondary "green" butterfly, then go to Home/Settings again then "green has replaced blue" butterfly, and repeat selection to finally load the main profile.
That said, stands to reason by process of deduction....it's, a behind the scenes, system issue.
It's App version 1.26.4.300 and Config timestamp 2026-03-13T16:36:02
- TELUS_Support
Thanks for the update Optikal_Speak - we will share this with the team
Issue may have been resolved.
Haven't seen anyone in Neighborhood experiencing similar so I decided to do another factory reset, sequentially over the weekend, on all (3) boxes...(2) 21T's and (1) new 24S.
The profiles have been holding and working normally when boxes are powered down or gone to sleep. 🤞
No luck. Deleted and recreated alternate profile as a first step. Then deleted and recreated main and alternate profiles.
Resorted to factory reset. In doing so lost color... everyone and everything was predominantly Shrek Green.
Called support and they are sending replacement box.
I have (3) boxes total. Not going to troubleshoot the other (2) until the replacement is installed received and installed.
- TELUS_Support
Please keep us updated.
