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SanderJ
Reel Rookie

Roku Express 4k not switching on. Warranty support?

I'm in the UK, and my Roku Express 4k is less than 2 months old. The light is displayed on the device, but it will not turn on using the remote. I've changed batteries, switched off and on as suggested, but nothing. It doesn't even show up on the TV AV list.

The website suggests it is under a 2 year warranty so probably needs replacing, but there is no contact details or any way to begin the process, or even any way to speak to support. Any ideas? So far I've reached out to Roku twitter support who have been of no use.

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5 REPLIES 5
RokuTakashi
Community Moderator
Community Moderator

Re: Roku Express 4k not switching on. Warranty support?

Hi @SanderJ,

Welcome to the Roku Community!

We understand that your Roku remote is not powering on your Roku Express 4K. We would be more than glad to assist you with this. Kindly refer to this support article for more information on how to troubleshoot your Roku remote at this link: How to fix your Roku voice or simple remote that is not working

Please keep us posted on how it works.

All the best,
Kash

Takashi O.
Roku Community Moderator
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SanderJ
Reel Rookie

Re: Roku Express 4k not switching on. Warranty support?

None of this works. I've replaced batteries in the remote, switched off and on again, changed the hdmi port I'm using on the TV. The Roku just doesn't show any power, though the light is on on the device. 

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RokuTakashi
Community Moderator
Community Moderator

Re: Roku Express 4k not switching on. Warranty support?

Hi @SanderJ,

Thanks for keeping us posted. Could you please tell us where and when you bought the Roku Express 4K? Also, have you tried paring and unpairing your Roku remote to see if the issue persists?

Keep us posted.

All the best,
Kash

Takashi O.
Roku Community Moderator
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SanderJ
Reel Rookie

Re: Roku Express 4k not switching on. Warranty support?

I bought it from amazon 2 months ago. The Amazon website directs me to the Roku support...which is useless. All it says is there is no support available £50....so far that's all wasted. I can't try pairing because it doesn't turn on. 

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RokuEuniceL
Community Moderator
Community Moderator

Re: Roku Express 4k not switching on. Warranty support?

Hi @SanderJ,

Thanks for updating us here in the Roku Community!

We're happy to help with your problem with your remote. Is this the first time you've set up or activated this Roku device? Have you paired the remote successfully before? Please unplug your Roku device for 30 seconds, then plug it back in. After doing so, hit the reset button or the pinhole found at the bottom or side of your Roku device for 10–20 seconds. You also need to remove the batteries from your remote and put them back in to restart it. Ensure that your batteries are new and placed properly.

Let us know if it works.

All the best,

Eunice

Eunice L.
Roku Community Moderator
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