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Markus99's avatar
Markus99
Channel Surfer
3 years ago

Roku Ultra Freezing After Bouncing Logo

Have owned a 2019 Roku Ultra and it's worked fairly flawlessly (minus the late October '22 firmware / audio update issue[s]).  

Starting two days ago, the unit is not outputting video.  I've restarted it, the bouncing logos are visible, but then the picture completely is lost (TV saying no input signal) as soon as the logos bounce for a few seconds.

I've tried different HDMI cables, a different TV, power cycling (plug out for over an hour).  Nothing has worked.

I also, thinking this 2019 unit finally died, just purchased a BRAND NEW 2022 Roku Ultra off of Amazon, which arrived today.  To my surprise, EXACT SAME ISSUE.

The 2019 was hard-wired into my network, as was the 2022 upon install.  The 2022 let me pair the remote, select a language, but as soon as it connected to the network - the video signal was lost.

In an effort to rule out my ad blocker, network issue(s), etc. - I also tried (after a hard reset [holding bottom button for >30 seconds]) to connect to my phone's hotspot wirelessly - but the same issue results - frozen immediately after connecting to the network.  I have hard-reset this new '22 unit multiple times with multiple combinations of wired, wifi, hotspot wifi, hdmi cables, tvs, etc.  Each having the same result - No Signal to the TV.

My assumption is now something is amiss on Roku's end that's essentially 'bricking' the units.  

Anyone else seen this issue, or Roku Support, have a thought?

Thanks in advance.

-Mark

 

app playback

13 Replies

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  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    Hi Markus99, 

    Thanks for reaching out to the Roku Community!

    We recommend unplugging/powering down your wireless router and then booting your Roku device up to see if you get past the bouncing Roku logo. If so, try then plugging back up your wireless network. Make sure to troubleshoot in this order, and then let us know if there's any difference afterward.

    If the issue remains unresolved, can you please provide your Roku device's serial number? Its serial number or device ID is printed on the bottom or back of the product.

    Keep us posted. We'll be able to assist you further from there.


    Regards,
    Nimfa

    • Markus99's avatar
      Markus99
      Channel Surfer
      3 years ago

      Thx for the response.

      As mentioned, I tried using my phone as a Wifi Hotspot to bypass my entire home network - and it resulted in the same freezing / no signal issue. 

      The serial number of the NEW Roku Ultra '22 that I just purchased: S0DA229VGGSV (2nd character could be the letter O, but believe it's the number 0).

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Markus99 

        Thank you for following up. 

        We appreciate the additional details provided. I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

        Your patience and understanding are greatly appreciated.


        Regards,
        Nimfa

    • MWeb's avatar
      MWeb
      Reel Rookie
      3 years ago

      Roku is stuck on bouncing symbol, tried multiple times to hard reset and power cycle to no avail. 

      X0160074LW2W

      Unit is defective and needs replacing under warranty!

  • Jverner's avatar
    Jverner
    Newbie
    2 years ago

    My Roku is also stuck on bouncing symbol, tried multiple times to hard reset and power cycle to no avail.

     

    SN: S07S515VE3G6

    model: 3940X

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Jverner,

      Welcome to the Roku Community!

      We understand that you're having a problem with your Roku since it is stuck on a bouncing symbol. We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

      • What device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV)
      • Is your Roku device or TV currently powered on and connected to a wall outlet?
      • Steps to reproduce the issue you are seeing

      We look forward to hearing back from you soon.

      Thanks,

      John

    • jfautch's avatar
      jfautch
      Reel Rookie
      2 years ago

      My Roku ultra started behaving normal after a few days. I did try a hard reset but I don't know if that helped