Discussions

[Gordonelliott]

Hey @RokuEmmanuel-D 

It’s been a few months since I flagged this issue and it’s yet to be resolved and I (and I assume everyone having the same issue) are stuck with unusable products. 

Could you provide me with instructions on how to claim for this under warranty? I don’t want to be in a situation where I’ve waited so long for a fix that the warranty lapses. 

Thanks. 

[Cvilsack]

This is happening to my streambar se.  When I try to click on any app, the system returns back to the home screen.  Roku LIVE channels work OK.  I've factory reset it, removed YouTube and re-installed it, etc.. Same thing. 

[RokuHaz-M]

Hi there! @Cvilsack 

Thanks for letting us know!

Could you please provide this information so I can add you to the list?

1. What steps have you taken so far to resolve the issue?
2. When did you first encounter the issue?
3. Software version, Device ID, and Serial Number of your Roku device.
4. Tracker ID

Looking forward to your response.

Thanks again!

Roku Community Team

[Cvilsack]

What steps have you taken so far to resolve the issue?
I've done a hard-reset.  Didn't help.

I've reloaded Youtube app. Didn't help.

Nothing works.  In fact, the system just repeatedly returns to the home screen after a few seconds.
I can navigate to system, about, and snap the pic of the info you need, and before long, the system has returned itself to the home area.  I can run an app, YouTube, and within a few seconds as the app is starting, the system returns to the home screen.

When did you first encounter the issue?
As soon as I got this streambar.
I've only recently opened the box.
This thing doesn't run any apps.

Software version, Device ID, and Serial Number of your Roku device.
sw: 14.1
device id: S09464907ME8
serial #: X01800907ME8

Chris Vilsack

212-960-8594

[RokuRhea-V]

Hey @Cvilsack,

We appreciate you for providing the requested details. We will forward your information to the right Team for review. Feel free to create a new thread here if you have other concerns.

Thanks for your patience!

Roku Community Team

[Cvilsack]

What steps have you taken so far to resolve the issue?
I've done a hard-reset. Didn't help.

I've reloaded Youtube app. Didn't help.

Nothing works. In fact, the system just repeatedly returns to the home screen after a few seconds.
I can navigate to system, about, and snap the pic of the info you need, and before long, the system has returned itself to the home area. I can run an app, YouTube, and within a few seconds as the app is starting, the system returns to the home screen.

When did you first encounter the issue?
As soon as I got this streambar.
I've only recently opened the box.
This thing doesn't run any apps.

Software version, Device ID, and Serial Number of your Roku device.
sw: 14.1
device id: S09464907ME8
serial #: X01800907ME8

[RokuRhea-V]

Thanks for the details @Cvilsack,

I have escalated your case to our Support Team for review. Once we resolve the issue, your Roku device will update automatically, so there’s no need for you to follow up. Just a heads up, that this process may take some time. I appreciate your patience and understanding while we work to resolve this issue.

Thanks,
Roku Community Team