Channels & viewing

[Vicstix01]

I was watching something on YouTube, and my Roku suddenly stopped working. And when I turned it on and off, it started showing a bouncing Roku logo that would go on for about a minute and then stop afterwards. What could be the issue and how can this be resolved as soon as possible? Below is the serial number in the body.

Roku SN: 507U515NK0F3

[RokuArjiemar]

Hello! @Vicstix01,

A friendly welcome from the Roku Community!

We appreciate you reaching out to us about your Roku device. We're happy to help.

• Have you encountered this issue before, or is this the first time you have experienced it?
• Are you getting error messages or error codes when playing content?

In the meantime, a system restart is the least invasive reset method. By navigating to Settings> System>Power. If you do not see a Power submenu, skip to the next step. System restart.

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[Vicstix01]

Thanks for your response.

I have not experienced this before.

The ROKU device does not display anything at all, other than the bouncing ROKU logo, which goes off also after about 30 seconds.

Like I stated earlier, I am not getting any error message, nothing is just displaying.

I also noticed that the infra red light (I believe )on the Roku device isn't responding to the remote control.

[RokuTakashi]

Thanks for keeping us posted, @Vicstix01

Have you tried performing the troubleshooting steps provided by @RokuArjiemar? If not, we recommend giving it a try to see if it resolves the issue.

Let us know what you find out.

All the best,
Kash

[Vicstix01]

I have explained in my earlier response that I do not get to see anything but the bouncing Roku logo, and I am unable to get to settings. The device doesn't respond to the remote control and even the bouncing Roku logo goes off after like 30 seconds.

[RokuCarly]

Thanks for clarifying, @Vicstix01.

In this case, have you tried to perform a hard reset on your Roku Express 4K to see if it will make any difference? If not, we highly recommend it.

Furthermore, please be informed that resetting your Roku streaming player will set you back to default settings, and you may need to re-link your Roku account and sign in on your channel subscriptions. Also, before doing this step, ensure you know your network connection's name and password.

For further assistance on how to perform this, you may visit our Support article on How to factory reset your Roku streaming device

Keep us posted on how it goes and we'll go from there. We'll be anticipating your response!

Best regards,
Carly

[Vicstix01]

Thanks for your response. I tried the hard reset, but it seems not to work. The led light on the device stays on, it doesn't blink despite my attempts at resetting it, even depressing the button for more than 10 seconds at times.

[RokuERey]

@Vicstix01,

Thanks for the update!

We'll forward this over to our Support team for further assistance. I sent you a PM for more information.

Thanks,

Rey

[Jeffm0123]

i'm having this exact same issue. Can you please post the response that fixed the problem? 

[RokuERey]

Greetings @Jeffm0123,

Hey, thanks for getting in touch about this in the Roku Community. We want to help you out and get you started. Can you let us know exactly what's not working? Is it a problem with a specific channel or the device itself? Also, what steps have you tried to fix it so far?

Let us know more about this so that we can further assist you.

Thanks,
Rey