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a6mjc
Level 7

Fire tv cube freezes on hisense roku tv

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Fire tv cube freezes on startup at fire tv logo, then no response from remote or Alexa.the light on Cube stays blue. tried everything to sort this.if i add another tv to the setup instead of hisense tv, it works perfectly again.Any ideas as I hitting a brick wall here.thanks

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RokuMary-F
Roku Employee
Roku Employee

Re: Fire tv cube freezes on hisense roku tv

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Hi @Awhitlock21,

Thanks for posting in the Roku Community!

For more help and assistance with this type of issue, you'll need to get in touch with the manufacturer of your Roku TV. You can locate their support contact information here: Hisense Support 

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

Best regards,
Mary

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RokuKariza-D
Roku Employee
Roku Employee

Re: Fire tv cube freezes on hisense roku tv

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Hello @a6mjc

Thanks for posting here in the Community.

Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS. Since your affected device is a Hisense Roku TV, we suggest reaching out to Hisense Support to report the issue and for further help.

You can contact them here: https://www.hisense-usa.com/support/ or at 1-888-935-8880.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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GuitarMan
Level 11

Re: Fire tv cube freezes on hisense roku tv

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@a6mjc wrote:

Fire tv cube freezes on startup at fire tv logo, then no response from remote or Alexa.the light on Cube stays blue. tried everything to sort this.if i add another tv to the setup instead of hisense tv, it works perfectly again.Any ideas as I hitting a brick wall here.thanks


By any chance are you using a soundbar?  I had a similar problem with my TCL Roku TV.  I have an Apple TV 4K and it would freeze and show a black screen.  After hours of troubleshooting I found that the problem wasn't the TV or the Apple device, but rather the soundbar.  It was a TCL Alto 9+.

I had the Apple TV 4K connected to the TV's HDMI 1 port, the soundbar connected to the TV's HDMI ARC port, and for whatever reason, the soundbar was causing the whole problem.  TCL sent me four replacement soundbars because the first three were all defective. 

I also tested those soundbars as PC monitors, also connected from PC > HDMI ARC port, and every time I'd switch to the PC my screen would go black, the PC would stop responding, and I'd have to restart the computer to get it working again.

The fourth replacement soundbar finally worked fine. 

So if you have a soundbar connected to the TV via HDMI, the soundbar might be the problem.  Otherwise, I'm not sure what's causing it. 

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Awhitlock21
Level 7

Re: Fire tv cube freezes on hisense roku tv

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Can I ask if you found an answer to this as I've just brought a fire tv cube and it's doing the exact same thing I complained to amazon at first but all they did was send me a new device have tried it on other TVbrands  and it works perfectly fine.

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RokuMary-F
Roku Employee
Roku Employee

Re: Fire tv cube freezes on hisense roku tv

Jump to solution

Hi @Awhitlock21,

Thanks for posting in the Roku Community!

For more help and assistance with this type of issue, you'll need to get in touch with the manufacturer of your Roku TV. You can locate their support contact information here: Hisense Support 

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

Best regards,
Mary

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wbuchan42
Level 8

Re: Fire tv cube freezes on hisense roku tv

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Look up Google for secret settings for hisense Roku. Their are many look for the one that allows HDR change. Within screen go to hdmi to which fire cube is connected  and change from 2.0 to 1.4 fire cube works perfectly

Davidmcleay
Level 7

Re: Fire tv cube freezes on hisense roku tv

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I have the same issue. 

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wbuchan42
Level 8

Re: Fire tv cube freezes on hisense roku tv

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I have hisense Roku TV with same problem. I looked up on Google secret setting for the TV. I got a list of secret setting windows. Using remote I accessed HDR settings then changed HDMI setting to 1.4. saved the rebooted TV fire cube working perfectly

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wbuchan42
Level 8

Re: Fire tv cube freezes on hisense roku tv

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I used hisense helpline which was no help they transferred me to company who charge £1 for trial who would help. Don't it is a rip off

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RokuDanny-R
Roku Employee
Roku Employee

Re: Fire tv cube freezes on hisense roku tv

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@Davidmcleay

Thanks for the post.

Can you please clarify the issue you are experiencing? Have you tried connecting the external device to another TV to see if you are seeing the same issue occur?

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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