Cannot factory reset Roku Ultra
Several years ago I got the Roku Ultra because our ageing Samsung TV didn't support Amazon Prime. Recently it stopped working, probably because the Visa card for monthly payments had to be cancelled due to suspected fraudulent use. So my question is how do I get Roku working again. I've read some previous post, including this one, but remain puzzled. For example, post say to key in carious things but I don't know exactly where to do this.. on the TV? at my computer?
Can someone here point the way forward?
jag_man653 first, there's no requirement to have a valid CC attached to your Roku account. Your Roku device will work just fine without one. I haven't had a valid CC on my account for years.
Now, you've asked two questions. One is a misbehaving app/channel (Prime Video). You also asked about performing a factory reset. Before doing a complete reset, let's try to resolve the Prime Video problem first. You need to remove the channel, reboot the Roku, then add the channel back in. To remove the channel, move the cursor on the screen over the Prime Video channel then press the * button on the remote. One of the options will be to remove the channel. Go ahead and do that. When it's done, either unplug the Roku for 30 seconds or use the menu option renojim mentioned to restart the Roku. Once it's rebooted, then add Prime Video back and it should hopefully work and allow you to log back into Prime.
If removing the channel does resolve the problem, you can then try a factory reset. Remember that this will wipe everything from this specific Roku and you have to set it up as if it's brand new. It keeps the current version of the Roku OS installed, so you don't have to update it again. You can factory reset by finding the recessed button (inside a small hole on the back) and hold it for a minimum of 30 seconds. Not one second less. There's also a menu option to perform a factory reset. Once that is done, you set it up like a brand new player, linking it to your Roku user account. When it is linked, it will automatically reinstall all channels you have on your account (and Roku usually throws a few more on that you may want to remove once it's done).
After that, everything should work correctly. If there's still problems, you may have a defective Roku. If it's still under the one year warranty, you should be able to get a free replacement. If it's out of warranty, then reach back out to RokuJohnB and see if he can assist.
