Streambar SE not compatible with Roku TV?

I connected my new Roku Streambar SE to my 6 month old Roku TV and got a message that they aren't compatible. I've been chatting with Roku support for 3 hours so far - I keep getting disconnected when the support person takes too long to respond.  So far, 4 staff have said they ARE compatible but we need to troubleshoot - then I get disconnected and have to start all over again.  What the **bleep** can I do????

is