Forum Discussion

degranny's avatar
degranny
Newbie
3 years ago

Roku Ultra Stuck on bouncing logo

My roku just bounces letters i have tried restart and power off nothing is working
app playback
DonnyBoy's avatar
DonnyBoy
Reel Rookie
3 years ago

My Roku 4K is also stuck on the bouncing logo. I've tried removing all cables / holding the rest button / leaving powered off overnight. The device is plugged in to a wall outlet. I've had the device for 4 months.

I'm just trying to get information on how to return the item under warranty. Please advise.

Thanks

RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi DonnyBoy,

Welcome to the Roku Community!

Thanks for the post. We're sorry to hear about the issue you are experiencing with your Roku device, that's not what we aim for.

We want to perform a few steps to make sure we are providing the best service. 

  1. 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
  2. As a last resort, if you are still experiencing an issue, we would recommend 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.

If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team looks into this problem. Kindly include the serial number of your Roku device so we can assist further.

For more information visit our Support page for Step-by-step instructions for returns and warranty replacements.

We would recommend trying to see if that resolves your issue. Please keep us posted.


Best regards,
Mary

  • DonnyBoy's avatar
    DonnyBoy
    Reel Rookie
    3 years ago

    Hi Mary,

    Thank you for your quick reply. I have tried the factory rest, and have now tried resetting the wireless network and am still receiving the same problem of being stuck on the boot screen.

    Just to specify, the device is a Roku 4K Express
    S/N: S07S21C5HKSM
    Model: 3940X

    Thanks

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi DonnyBoy,

      Thanks for keeping in touch and providing the additional information.

      A member of our Support team will reach out to you via email to assist you. Please let the Support team know if you have any other questions so they can assist you further and provide a resolution to this issue.

      Please let us know if there are other related issues that we can further take a look at.


      Best regards,
      Mary