Forum Discussion

Nicawilliam's avatar
Nicawilliam
Reel Rookie
2 years ago
Solved

Black screen after update

Hi,

I have a roku express from a few years ago that said it needed to update. When I tried it, it restarted, showed the roku screen for a few seconds, then went black. I unplufed it and pluged it back in and it still needed to update. This hapened doesns of times. I finaly reset the device to see if it would help, but it made it worse. Now I can't even set it up.

Any ideas how to fix it?

 

  • RokuERey's avatar
    RokuERey
    2 years ago

    Hi Nicawilliam,

    Thanks for getting in touch and welcome to the Roku Community!

    We see that you're having an issue with your Roku Express after the update, and we'd like to learn more about this. Could you share with us if you're still seeing any power indicator on the device when it's being powered? If you're still seeing the light indicator, you may use different power cables and then connect it to a power outlet and see if that helps.

    If the issue persists, please report back here along with the serial number; this can usually be found at the back of the device. We'll be able to assist you from there.

    Thanks,
    Rey

3 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Nicawilliam,

    Thanks for getting in touch and welcome to the Roku Community!

    We see that you're having an issue with your Roku Express after the update, and we'd like to learn more about this. Could you share with us if you're still seeing any power indicator on the device when it's being powered? If you're still seeing the light indicator, you may use different power cables and then connect it to a power outlet and see if that helps.

    If the issue persists, please report back here along with the serial number; this can usually be found at the back of the device. We'll be able to assist you from there.

    Thanks,
    Rey

    • Nicawilliam's avatar
      Nicawilliam
      Reel Rookie
      2 years ago

      Hi,

      The white power light stays on but the screen stays black. I have tried 3 or 4 different power adapters and cables and have had no difference. 

      As for the serial number, it is not clearly listed, but I believe it is C53940517907

      Thanks

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Nicawilliam,

        Thanks for the prompt response!

        We'll take it from here and forward this over to the appropriate Roku team for further investigation, and make sure to get back here for any update available.

        Thanks,
        Rey