Channels & viewing

[bobnancyturner]

I though that this was taken care of, but my father-in-law is having this problem.  We did a factory reset and even replaced the device.  Nothing else has changed.

EXPress 4k+3941rw

s/n soah427AMMN1

Device N1-117-564

Software 11.50 build 4312-CR

[RokuNimfa-C]

Greeting @bobnancyturner, 

We're glad you are here so we can best assist you. 

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.

Please let us know if it helps. 


Regards. 
Nimfa

[bobnancyturner]

It is plugged into the wall.  The internet is WiFi which was working fine then all of the sudden quit.  I did a factory reset and switched to a new Roku (same model as before) and still have the problem.  The older one worked fine for over a year.

[RokuNimfa-C]

@bobnancyturner

Thanks for the update. 

We suggest you restart your Roku device alongside your router and see if there's any difference. For restarting the device. we would recommend doing this from the Settings menu by navigating to Settings > System > System restart. You could also try to plug the device into another HDMI port on your Roku TV to see if helps and for us to isolate the issue.

Keep us posted.


Regards, 
Nimfa

[bobnancyturner]

Still no luck

[RokuKarla]

Hello @bobnancyturner

Thanks for the post

If you are still unable to resolve the issue after the suggestion above by @RokuNimfa-C, please let us know along with any additional information you may have that would be helpful for our team looks into this problem. Please provide us with the serial number of your Roku device from Settings>System>About?

 

Regards,
Karla

[bobnancyturner]

s/n X01600GAMMN1

[RokuKarla]

Hello @bobnancyturner

Appreciate the response.

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

Thank you for your patience and understanding as we try to resolve your issue.

Regards,
Karla