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Ponytaft's avatar
Ponytaft
Channel Surfer
2 years ago

Brand new Roku 4k ultra with access and playback issues

The Roku 4k ultra I purchased through someone other than Roku is 40 days old has been glitchy from the start…no home screen appears until I click Netflix button and then back out. At first this was the only issue but then other issues appeared at day 31: When I hit replay System freezes video but not audio. When playing any video I only receive audio but no video in all channels. My other Roku ultra works seamlessly never had these issues. This is wireless set up and I have disconnected and rebooted 2 times to have same issues and more seem to happen with each reboot. I’ve created and sent 3 emails to Roku and received one email that said someone would get back to me, this was a week ago and still not heard back. I know the devise is under warranty for 1 year and I must have customer support attention to return this obviously defected device. Please advise asap

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  • Baldilocks's avatar
    Baldilocks
    Newbie
    2 years ago

    Mine will shut down and than restart, losing all information, over and over again

     

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi Ponytaft Baldilocks,

    Welcome to the Roku Community!

    We're happy to help you with your streaming problem. We'd like to know more about the issue that you ran into. Please provide us with more details.

    • How are you powering your device?
    • Are you getting error messages or error codes while trying to play content?
    • How far is your device from your network router?
    • Do you have cellular data, so we can try connecting your device to your hotspot?

    With detailed information, we will be able to assist you further.
    Best regards,
    Eunice

    • Ponytaft's avatar
      Ponytaft
      Channel Surfer
      2 years ago
      Device is powered by an electric wall plug
      Network router is 12 inches away
      No error codes
      i have cellular data 
      The Home Screen has never appeared at turn on until I hit one of the remote channel buttons..I always use Netflix. Then I back out and Home Screen appears
       
      After my first back to manufacture reboot it seemed to work ok for a day or so; but always and still no Home Screen appears till I hit a remote button channel.
      After a day it started acting up again…for a day it would freeze up when I hit replay….Now when I choose a video to play i get audio and no video.
      Used Roku for 10 years and never had problems like this. I have had several Roku Ultra and currently have a Roku ultra in my front room that works great. Please advise how to return this devise as it’s still under warranty.

      Thank you
      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi Ponytaft,

        Thanks for posting here in the Roku Community!

        We understand that your Roku Ultra is having playback issues. If you don't mind us asking, where and when did you purchase your Roku streaming device? In addition, where did you notice this issue first occurred?

        With more detailed information, we'll be able to assist better.

        All the best,
        Kash