Apps & viewing

[MightyDolphin]

I have an Express 3930X who it is now stuck on the bouncing Roku logo after turning on the TV, this happened after the prompt appeared to restart to finish an update. I have already tried other troubleshooting steps suggested in this forum and elsewhere:

• Using an external power adapter instead of the USB port on the TV
• Switching USB and HDMI cables
• Using a different monitor instead of the TV
• Disconnected all cables from the Roku to let it power cycle
• Even tried a factory reset, the LED blinked fast and the display output refreshed, same bouncing logo.

Any other thing I can try, or is the device now bricked because an update (this happened on April 26).

Thanks.

Update for anyone finding this.

Support was of no help, the device stopped working, decided to buy a Fire Stick, can't trust a product that completely bricks after a software update.

[RokuJohnB]

Welcome, @MightyDolphin!

Thanks for reaching out about your Roku Express being stuck on the loading screen after the update. We appreciate the troubleshooting you've done so far.

Can you send us the details below?

• Roku device info (Settings> System> About)
• Tracker and GC ID (Press Home 5x, Back 5x, then share the ID with us)
• A picture or video of what you're seeing

Can't wait to hear back from you.

Thanks,
Roku Community Team

[MightyDolphin]

Hello @RokuJohnB 

This is what I'm seeing after I turn it on:

https://imgur.com/a/669lzYH 

Can't give you more information as I don't have access to the system as you can see.

I have let it on during 2 hours aprox., still the same bouncing logo.

Thanks.

[RokuJohnB]

Thanks for keeping us posted, @MightyDolphin!

Every Roku player and audio device has a serial number or device ID. This number is usually found on the bottom or back of the product, on a label attached to the device, or printed directly onto it.

Can't wait to hear back from you.

Roku Community Team

[MightyDolphin]

The serial number in the back of the device is S011298SDAED.

Thanks.

[MightyDolphin]

@RokuJohnB 

Any update on the matter?