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 restart...
Forum Discussion
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
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).
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,
NimfaRokuNimfa-C Hi I have just experienced the exact same issues with my Roku Ultra. I disconnected the wifi (and the hardwire) and continued to have the same problem. My Model: 4670X and SN: KW99A7371936. Is there anything else I should try? Thanks John
Hi jfautch,
Thanks for your first post in the Roku Community!
We appreciate you letting us know about this issue. We will work with you to know what went wrong so we can assist you further and fix the issue.
A few questions here to better understand what you're experiencing:
- How are you powering your Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet?
- Have you already tried performing a factory reset on the device to see if you can get past the bouncing Roku logo screen? For more information about how to factory reset your Roku device, visit our Support page here: How to system restart or factory reset your Roku streaming device | Official Roku Support
- Have you tried disconnecting your wireless network, then rebooting your Roku device to see if your Roku device is experiencing the same issue? Once the device is getting past the bouncing logo screen, try reconnecting your wireless network.
We look forward to hearing from you and assisting you with your needs. Thank you!
Best regards,
Mary
