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WP21
Level 7

Replace Roku Premiere due to Power issue

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I need to replace my Roku Premiere- It keeps shutting off, and I get a message on the tv saying the roku cannot be powered via a usb connected to the TV.  The issue is the device is not powered by the tv, it is actually powered via the power cord.

trying to put in a request to place it is under the warranty since i got 11/2019.  But the support site keeps saying There was an error submitting your request. Please try again.  no matter how many time i try the same error message pops up. and there is no live help or chat available for a roku rep

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RokuDanny-R
Roku Employee
Roku Employee

Re: Replace Roku Premiere due to Power issue

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@WP21 

Thanks for the inquiry.

Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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RokuDanny-R
Roku Employee
Roku Employee

Re: Replace Roku Premiere due to Power issue

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@WP21 

Thanks for the inquiry.

Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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WP21
Level 7

Re: Replace Roku Premiere due to Power issue

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Do I just click reply to send a private message?

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makaiguy
Community Streaming Expert

Re: Replace Roku Premiere due to Power issue

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Click on his purple name at the top of his post to go to his profile. Then click the largish purple "private message" button on the right..

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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Amreuti
Level 7

Re: Replace Roku Premiere due to Power issue

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I am having this same issue. I am not sure if ours is still in warranty.  How do I know if I am still in warranty or if I will have to buy a new decice? 

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renojim
Community Streaming Expert

Re: Replace Roku Premiere due to Power issue

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The warranty is only a year, so how long have you had it?

https://support.roku.com/article/208757058

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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kieud
Level 7

Re: Replace Roku Premiere due to Power issue

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I am having the same issue with my Roku premier.  Using all original cables/parts. Purchased Nov. 25, 2020.

Please advise

 

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RokuMary-F
Roku Employee
Roku Employee

Re: Replace Roku Premiere due to Power issue

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Hi @kieud,

Welcome to the Roku Community!

I understand that you receiving an error message of "low power", is that correct?

We recommend starting here to troubleshoot with low power issues: What to do if the red light is flashing, or you see a "low-power" warning | Official Roku Support 

If you are still having any issues after following the steps provided by our Support link, please provide the serial number of your Roku device so we can assist further.

Keep us posted and we'll continue assisting from there if needed.

Regards,
Mary

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