Forum Discussion

Carin's avatar
Carin
Newbie
6 months ago

Re: [SOLVED] 3/13/25 Service Interruption

I have just purchased a JVC Roku tv. I have excellent internet connection. However, I cannot activate my Roku tv. I have tried everything including resetting factory settings more than once and everything suggested in the ‘ get help’ section. I keep getting the same response  ‘ we can’t seem to reach you at’ followed by my email address, I have a gmail acct and 2 other Roku devices that are already connected to this. I have tried to activate with QR code too but no QR code comes up and tried different email addresses but no activation code gets sent. Please can someone advise where I go next, does it have anything to do with the TV itself? Or is this purely a Roku issue. Many thanks 

19 Replies

Replies have been turned off for this discussion
  • atc98092's avatar
    atc98092
    Community Streaming Expert
    6 months ago

    It's not an activation code that it's trying to send. Roku stopped using those a number of years ago because of scammers. It is trying to send you a hyperlink to confirm it's you trying to activate the TV.

    Now, as to why it's failing. The first of course is to ensure you haven't made a typo on the email address you're entering, and it's the one used by your Roku user account. You can't send it to an email address that isn't used by your Roku account.

    Assuming there's no issue with your email address, the next thing to try is using a different method of connecting the Roku to the Internet. The simplest way to do this is to connect the Roku to a mobile hotspot, which most cell phones offer. I know that doesn't make sense, but it's worked for many people that could not connect to their home network but it worked fine from a hotspot. Once it's linked to your account, you can then switch back to your home network and it should work fine.

    • Carin's avatar
      Carin
      Newbie
      6 months ago

      Connecting to my hotspot on my mobile worked! Thank you so much. Hooray! 

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        6 months ago

        Again, it makes zero sense. But for whatever reason it has worked many times. Glad it worked for you!

    • Habbers's avatar
      Habbers
      Reel Rookie
      6 months ago

      Tried regular internet get the same problem.   Tried connecting to another network including phone hotspot same issue.  Roku seems to not be working. Also email I put matches the one on my account.  It won’t send the link and it won’t generate a QR code

       

      atc98092 hopefully knows a remedy

      • Destinygraham64's avatar
        Destinygraham64
        Newbie
        6 months ago

        That’s exactly what is happening with mine. I double checked everything, tried a different WiFi and as soon as I click connect to sent the email, 3 seconds later it automatically says we cannot reach you. Every time

    • 42wolves's avatar
      42wolves
      Channel Surfer
      6 months ago

      It's not a problem with wifi or email. The problem is on Roku's end. The QR code won't generate, and no email is being sent. A message pops ups within seconds saying, "Please try again. We can't seem to reach you at blank." 

      Note: Don'y factory reset. It DOES NOT fix the issue

      • pnketia2020's avatar
        pnketia2020
        Newbie
        6 months ago

        Actually changing from my home network to my mobile phone hotspot was the only thing that worked!  Mine is back to normal now, but I cannot help thinking the reason it only worked on my phone hotspot was somehow to gather my personal data!