Forum Discussion

osirus's avatar
osirus
Reel Rookie
2 years ago
Solved

You broke my Roku with your last update

I've had my Roku about a year with no problems. Last night it updated then nothing would play. It kept telling me my internet was slow. I check & I have 100mbps. OK. Then I go on PlutoTV and it's sho...
TV & Player Setup
  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi osirus,

    A warm welcome here at the Roku Community!

    We appreciate you contacting us regarding your device issues after it was updated. We apologize for the inconvenience this may have caused you. No worries, we're here to find you the best resolution possible. 

    Have you tried to use a different email address just to see if it works? Because one of the reasons why you're receiving an error message of 'can't reach your email address' is that Roku can't access your current email address. 

    Let us know if the issue still persists after you've tried a different email address and we'll go from there.

    Thanks,
    Carly

osirus's avatar
osirus
Reel Rookie
2 years ago

It's not connectivity. I'm getting 100 mbps and other apps work fine. Why can't I just login to my device? I have an account. Why do I need to wait for an email? Every time I enter my email it tells me we can't reach that address, even though I just got your reply at that email address. 

RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

Hi osirus,

A warm welcome here at the Roku Community!

We appreciate you contacting us regarding your device issues after it was updated. We apologize for the inconvenience this may have caused you. No worries, we're here to find you the best resolution possible. 

Have you tried to use a different email address just to see if it works? Because one of the reasons why you're receiving an error message of 'can't reach your email address' is that Roku can't access your current email address. 

Let us know if the issue still persists after you've tried a different email address and we'll go from there.

Thanks,
Carly

  • osirus's avatar
    osirus
    Reel Rookie
    2 years ago

    Why would I use a different email address since my Roku account is under the one I'm trying to log in? Apparently Roku can reach that address because that's where your reply was sent to.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      osirus,

      Thanks for your response!

      We would recommend trying an alternative network, such as a mobile hotspot, and then trying again to see if you're still seeing the same issue. As per Strega2 mentioned above,

      If the problem persists, could you please provide us with the device serial number that has an issue? We'd like to take a look.

      Keep us posted!

      Regards,

      Rey