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1Brianna
Reel Rookie

How do I talk to someone at customer service??

My tv. It working

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4 REPLIES 4
1Brianna
Reel Rookie

Re: How do I talk to someone at customer service??

My tv not working is stuck on recovery mode

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RokuJechealR
Community Moderator
Community Moderator

Re: How do I talk to someone at customer service??

Welcome to the Roku Community, @1Brianna!

Thank you for bringing the issue with your Roku device to our attention. We appreciate your feedback and are eager to assist you.

To ensure that we address your concern effectively, we would appreciate it if you could provide us with additional information regarding the problem you are experiencing:

  • What model is your Roku TV? (Hisense, TCL, ONN, Select Series, Pro, Series, Plus Series, etc.)
  • When did the issue start?
  • What is your Roku device's OS version? (Can be found in Settings > System > About)
  • Are you encountering any error codes or messages?
  • What troubleshooting steps have you taken so far to resolve the issue?

With more detailed information, we'll be able to assist you better. We look forward to your response.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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Sway2021
Newbie

Re: How do I talk to someone at customer service??

I have an Onn tv, it wouldn’t let me go to any apps this morning so I turned it off and back on and now it’s stuck in recovery mode. 

I’ve tried restarting, unplugging it, and factory reset and nothings helping. Just a purple screen 

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RokuJechealR
Community Moderator
Community Moderator

Re: How do I talk to someone at customer service??

Thanks for the first post to the Roku Community, @Sway2021!

We appreciate you for bringing this to our attention about the issue you've experienced with your Onn Roku TV, which is now stuck in recovery mode, and the steps you took to resolve the issue.

Please note that we are currently aware of the issue, and our engineering team has been investigating this issue closely.

In this case, please provide us with the following information so we can include your device in the process of investigation:

  • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
  • If possible, could you send us a photo or screenshot of the issue?

We look forward to hearing your response.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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