Forum Discussion

Denise_leber's avatar
Denise_leber
Newbie
4 years ago

Express 4K+ Has bouncing Roku logo

Dealing with a bouncing Roku logo for days.  Unplugged cords, did the reset for 30 seconds.  It’s plugged into a power adaptor into the wall. what else can I try? it’s only 4 months old 
bouncing logo
TV & Player Setup
mrsmith097's avatar
mrsmith097
Newbie
4 years ago

I can not get this device to go past the jumping logo.  I've tried resetting it, restarting it, and I even tried resetting my modem.  I called my internet provider to make sure they had not made changes that I wasn't aware of.  Can you please help me?

RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
4 years ago

Hi everyone,

Thanks for the posts.

If you are experiencing an issue regarding stuck on the bouncing Roku logo, can you please provide us with the following information:
-Roku device model and serial number/device ID (these can be found on the Roku device)
-when did you start seeing this issue occur
-steps to reproduce the issue you are seeing 
-what troubleshooting steps have you already taken to try to resolve the issue

Once we have this information, we will be able to investigate the issue further.


Thanks,
Danny

  • dejaylucid's avatar
    dejaylucid
    Channel Surfer
    4 years ago

    Same issue as everyone else. Model 3941X. X01600FP3G3D is s/n list in roku account but physical s/n is SOAH217P3G3D. Started today.

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      4 years ago

      dejaylucid

      Thanks for the post.

      It doesn't look like you've provided all of the information that I've requested in my previous post. Can you provide more details about what you are experiencing so I can pass the information along to be investigate further?

      Please keep us posted.


      Thanks,
      Danny

      • Jodyw's avatar
        Jodyw
        Reel Rookie
        4 years ago

        I purchased the Roku Express 4k+ model:3941x 4 months ago and worked previously.  Now it is stuck on the bouncing Roku.  I’ve done all things listed on the support page (unplug for period of time, factory reset) and nothing is working.  I see this is a common issue with the 3941x.  Has there been a resolution to the problem?

  • Couzo's avatar
    Couzo
    Newbie
    4 years ago

    Hi Danny. 

    We are experiencing the same issue.

     

    Roku device model and serial number/device ID: Model 3941x, an: s07p21ac5y93


    when did you start seeing this issue occur: today. We used it a few days ago with no problems


    steps to reproduce the issue you are seeing: I’m not sure what this means. It has been stuck on the bouncing logo since we tried to start it.


    what troubleshooting steps have you already taken to try to resolve the issue: It is plugged into the wall outlet. We tried unplugging it for some time. We also tried the factory reset button on the back of the device. No change.

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      4 years ago

      dejaylucid Couzo

      Thanks for the posts and providing us with your information.

      I have passed along your concerns and details to the appropriate Roku team to investigate further. Once more information is available, I'll be sure to update this Community thread.


      Thanks,
      Danny

      • paraodiegoBR's avatar
        paraodiegoBR
        Reel Rookie
        3 years ago

        Olá Dani. 

        Estamos enfrentando o mesmo problema.

         

        Modelo do dispositivo Roku e número de série/ID do dispositivo: S0AH41CU35Y0. Modelo 3941x.


        quando você começou a ver esse problema ocorrer: hoje. Usamos há alguns dias sem problemas


        etapas para reproduzir o problema que você está vendo: Não tenho certeza do que isso significa. Ele ficou preso no logotipo saltitante desde que tentamos iniciá-lo.


        quais etapas de solução de problemas você já executou para tentar resolver o problema: Ele está conectado à tomada. Tentamos desconectá-lo por algum tempo. Também tentamos o botão de redefinição de fábrica na parte traseira do dispositivo. Nenhuma mudança.