Forum Discussion

Bcuz's avatar
Bcuz
Reel Rookie
4 years ago

Express 4K+ will not get past boot screen

This topic has been posted but I guess I need to make my own before being able to get any support. 

Roku Express 4K+, been plugged into surge protector strip and the wall using the provided power adapter since July 2021 purchase. Strangely the purple light on the front was on one morning without us recently using it. Turned on the TV and it showed no input. Tried holding the reset button for 60 seconds. Light didn’t blink, when released nothing happened. Unplugged and re-plugged the power and it’s stuck on boot screen for hours  

Tried factory reset again and after holding button for 60 seconds, the screen loses the input but nothing comes back on. 

Is the device broken? How do I initiate a warranty return if so? From reading the forum looks like there aren’t many ways to fix these things if they refuse to boot. 

thank you. 

TV & Player Setup

20 Replies

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  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    4 years ago

    Hello Bcuz

    Thanks for bringing this to our attention.

    Please reply here with the serial number of the affected Roku device. It can be found at the back or underneath the player itself. Once we have the information needed, we'll be able to forward it to our support team for further assistance.

    We look forward to hearing from you soon.


    All the best,
    Kariza

    • Bcuz's avatar
      Bcuz
      Reel Rookie
      4 years ago

      S07P216HSLM4
      the model is 3941X

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        Bcuz

        Thanks for the reply.

        I have forwarded your concern and information to our team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

        We appreciate your patience and understanding.


        All the best,
        Kariza

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        Hi FiddleDeeDee

        Thanks for the post.

        Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

        Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

        Let us know how it goes!


        All the best,
        Kariza

    • Davidharrisphot's avatar
      Davidharrisphot
      Newbie
      4 years ago

      Hello Roku Employee,

      Same issue.

      stick on logo screen. Plugged into the wall. Tried all resets.

      Express 4K+
      S07P515YFJTC

      please assist.

      thanks, David harris

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        Hi Davidharrisphot

        Thanks for reaching out.

        I have passed along your information and concern to our Support team. They will follow up and further assist you through email.


        All the best,
        Kariza

  • Gklovato's avatar
    Gklovato
    Reel Rookie
    3 years ago

    My express 4K plus is doing the same. Is there a solution or a way to get it working again? My serial and model number is as followed:

    SN: SO7P21AJEFSE

    MN: 3941X

    I was given this as a gift and would like to either replace it or get a new one.

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

      Gklovato

      Thanks for the post.

      How are you powering the Roku device? Is the device plugged into a wall outlet or is it connected to the TV USB port?

      Please keep us posted and we will be able to assist you further.


      Thanks,
      Danny

      • Gklovato's avatar
        Gklovato
        Reel Rookie
        3 years ago

        I am powering my Roku through the USB charger provided in the box. I was able to get it working again by holding the reset button while plugged into my laptop. I had to go back-and-forth between my laptop and the USB charger about 8-10 times with each time holding the rest button for 60s. I don’t know what happened but the unit started blinking purple and displaying my account again without the loading screen.