Forum Discussion

jkak4000's avatar
jkak4000
Reel Rookie
2 years ago

Re: Roku 4K streaming device shows boot screen then nothing.

Hello, I am having the same issue as described by two other users in this chain.  I have similarly tried all the troubleshooting described above.  I would like to submit a Return/Replace request  under warranty.  I am following the instructions on Roku's support website to request a replacement (this item was purchased from Amazon).  My device shows as eligible for replacement in my account.  However, when I select that device per instructions, I do not get a 'Replace' button.  I am brought to a page titled 'Let's get in touch' and a box that says 'Chat with us'.  However, when I click on the 'Chat with us' box, nothing happens.  I am not able to enter a chat.  I have tried this with 3 different browsers, and none of them work.  How do I get to the 'returns and exchanges' form that the instructions mention?   

app playback

7 Replies

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago

    Hi jkak4000,

    We're sorry for this experience.

    You can send us a PM here at the Roku Community so we can provide you with proper instructions to follow. Also, we might need personal information to assist you better.

    Your response is highly appreciated.

    Thanks,
    Janadee

    • dboutwell's avatar
      dboutwell
      Reel Rookie
      2 years ago

      As I responded to another post, nothing happens at all.  No prompt, no error code.  I have tried different rooms and different tvs. Other Roku sticks work well on all tvs.  What information do you need?  My name, address, purchase date, place of purchase?

      please email me at dboutwel@gmail.com with directions for replacement of device.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi jkak4000,

        Thanks for sending us a PM. We have already sent a response. We'd like to continue assisting you from there, as we may need personal data.

        We're hoping for your response from there.

        Regards,
        Janadee

    • jkak4000's avatar
      jkak4000
      Reel Rookie
      2 years ago

      Hi Nadee,

      I sent you a PM on Sat., but have not received any response.  Please let me know the status of the request to return/replace the device and/or if you need more information. 

       

      Thanks,

       

  • dboutwell's avatar
    dboutwell
    Reel Rookie
    2 years ago

    i am having the same issue.  Can't get a response in the return/replace screen.  Stick purchased less than 8 months ago and suddenly nothing.  Have tried reset, unplugged, moved to another tv, and still nothing. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, dboutwell

      Thanks for posting, and welcome to the Roku Community.

      We're sorry to hear about the experience you had with the Roku Streaming device. May we know if you're seeing any error codes or message prompts? Also, was a factory reset performed as part of your attempted troubleshooting steps? Further, after the Roku device has booted, are you able to see the Roku logo, and able to enter the Home Screen?

      with more information, the better we can assist.

      All the best,
      Kash

      • dboutwell's avatar
        dboutwell
        Reel Rookie
        2 years ago

        No error codes it does not respond at all.  I get nothing but signal not found. However when another Roku stick is attached to the tv it works fine.  it is the stick not the tv or the wifi