Channels & viewing

[shillman]

I've had this Roku device for about 6 months without a glitch. One day it just wouldn't turn on.
When unplugged and plugged back in it only loads to the ROKU symbol screen then turns off and disconnects from the HDMI. I thought it was the remote. Since I have a simple remote, I replaced the batteries and still nothing. I've unplugged and replugged everything. I've tried every other HDMI on the the TV, which work for other devices and still nothing. Any other suggestions?

[renojim]

Try a different power source, especially if you're using the TV's USB port.  Try a USB power adapter/charger from a phone or tablet.

[shillman]

The device is plugged directly into an outlet in the wall which works fine. I tried another power USB power adaptor which did not work. Any other suggestions?

[RokuJohnB]

Hi @shillman,

Thank you for posting here in the Roku Community!

We understand you're having a problem with the Roku Express 4K. We're happy to assist you further. Please try to factory reset your Roku device. A factory reset clears the majority of data from your Roku device and restores it to a factory default configuration. Specifically, the process will: erase your personal preferences; unlink your device from your Roku account; reset all settings; and return your device to a state ready for initial setup. Please locate it on the back or bottom of your device. The physical reset button is either tactile or has a pinhole design that requires a straightened paperclip. Once you locate the Reset button and your Roku device is powered on, press and hold the button firmly for about 10 seconds. When the factory reset is complete, an indicator light or status LED will blink rapidly on most Roku devices.

Please keep us posted on what you find out.

All the best,

John

[shillman]

Unfortunately this does not work. The blue light on the device does not turn off or blink and nothing resets. This device was only purchased last summer and used very infrequently. 

[RokuJohnB]

Hi @shillman,

Thank you for keeping us posted here in the Roku Community!
We want to investigate further this issue that you're experiencing. Could you provide us with the serial number of your Roku device?

We'll wait for your response.

Thanks,

John

[shillman]

SN SOHEK2DNWNA3

[RokuJohnB]

Hi @shillman,

Thank you for the additional!
For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
To send a private message:

1. Sign in to the community.
2. Click the message count or envelope icon to go to your Private Messages Inbox.
3. Click Compose New Message.
4. Enter the recipient's name in the Send to area.
5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
6. Enter the subject for the message in the Message Subject area.
7. Type the reply in the Message Body editor.
8. Click Send Message.
9. You can look for the messages you've sent in the Sent tab.

To learn more about how to send a private message, click this community link: Help: Roku Community
We'll be anticipating it!

Thanks,

John

[shillman]

I’m just gonna say it. This whole system is ridiculous. I returned the product 4 months ago and have not received any correspondance or a new product. I will not be supporting Roku products any more and I hope any one else experiencing this issue sees this thread. At least they won’t waste their time trying to get a replacement.