Greeting bobnancyturner,
We're glad you are here so we can best assist you.
Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.
Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.
Please let us know if it helps.
Regards.
Nimfa
It is plugged into the wall. The internet is WiFi which was working fine then all of the sudden quit. I did a factory reset and switched to a new Roku (same model as before) and still have the problem. The older one worked fine for over a year.
Thanks for the update.
We suggest you restart your Roku device alongside your router and see if there's any difference. For restarting the device. we would recommend doing this from the Settings menu by navigating to Settings > System > System restart. You could also try to plug the device into another HDMI port on your Roku TV to see if helps and for us to isolate the issue.
Keep us posted.
Regards,
Nimfa
Still no luck
Hello bobnancyturner
Thanks for the post
If you are still unable to resolve the issue after the suggestion above by @RokuNimfa-C, please let us know along with any additional information you may have that would be helpful for our team looks into this problem. Please provide us with the serial number of your Roku device from Settings>System>About?
Regards,
Karla
