Do you have a Roku 4 or a Roku Ultra? They look similar, but they are not the same thing. The model number should be on the device itself.
When you press the Netflix button on the remote, your Roku's Netflix app opens. That indicates the app was loaded. So, how? Were you previously able to access the menu? If so, when did it stop? What circumstances might there be when that happened?
How are you attempting to access the menu from Netflix? That is, how are you attempting to exit Netflix? The Back button? The Home button?
DBDukes Roku Community Streaming Expert Note: I am not a Roku employee.
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