Features, settings & updates

[RokuEuniceL]

Hi Community users,

We appreciate your posts and feedback here in the Roku Community!

Upon checking, not everyone in this thread has requested a replacement nor has responded to our follow-up questions and troubleshooting steps. We are doing our best to assist you in any way that we can, so please respond to this thread so we can send you a private message to help you further.

On the other hand, we sincerely apologize for any delay in replacing the Roku device. We are experiencing a delay in shipping replacement items at this time, but rest assured that your replacement is forthcoming. We will follow up with you within the next several weeks to confirm a shipping date, and we apologize for any inconvenience this may be causing.

Your patience and understanding are highly appreciated. Rest assured that your privacy and security are valued here at Roku.

Sincerely,
Eunice

[Naiveatheart]

Hi @Eunice ,

Your response is not adequate. This thread has been started due to an issue that occurred in January. We are now Day 1 of April. Stating a follow up in a “few weeks” as to when our replacements will ship is not acceptable.

What your response has included is more vague lip service with no answers. So let me help resolve some of the issues to expedite this process for Us CUSTOMERS.

For those of us who have requested replacements: 

1. What is causing the delay to our requests?

2. When (specific date) can we expect our replacements? 

Those who DID request replacements are owed the deliverable compensation offered by Roku. As a previous poster stated, the shelves are full at Target, Best Buy, Walmart and online. So, why is it your active customers are getting ignored? Your update bricked or caused ongoing glitches to your product that WE paid for. Take responsibility and show some integrity. 

[MarkK1957]

My Roku Express model 3930X is stuck in an endless reboot. It is not connected to my Wi-Fi network, I am unable to access any of the software features as the loop keeps repeating and the software doesn't load. I have tried unplugging and reconnecting the device to different power sources and different TVs and the loop simply continues. The reset button interrupts the process, but then the rebooting begins again.  I have also rebooted my router with no success with this device.  This problem started a couple days ago.

Please help!  Thanks

[RokuEmmanuel-D]

Welcome aboard here on the Roku Community, @MarkK1957.

Thanks for bringing your Roku Express stuck on reboot to our attention. We want to investigate more to take a closer look at your concern.

Did you recently receive a Software Update? If so, does this issue occur right after the update? Was this device connected to the internet before this happened?

In the meantime, try Factory resetting your Roku Express to see if the issue persists. Ensure to press and hold the reset button for 10 seconds to complete the reset process.

You can try these steps and see if they improve your current situation. We are looking forward to your prompt response to expedite the troubleshooting process.

Let us know if you have other inquiries.

All the best,
Emman

[MarkK1957]

Thanks for your reply.   Yes, holding the reset button for 10 seconds was one of the things I tried to restart/reset my unit but the reboot screen returns after about 7or 8 seconds and continues to loop from there.  I have unplugged the unit for several hours from any power source and when reconnecting, the reboot process starts all over again and continues with only a small pause after about 12 to 16 seconds or so, which it has been doing all along.

[RokuEmmanuel-D]

Thanks for keeping us posted, @MarkK1957.

Since we've exhausted all the possible troubleshooting steps, we will forward this to the appropriate Roku team for further review. For us to investigate this further, kindly provide the information:

• Serial number of the device (Can be found on the back of the Roku Device)

Please provide the information needed for us to expedite the review and resolution process.

We are looking forward to your response.

Thanks,
Emman

[MarkK1957]

Hello -

Thanks for your continued assistance in solving the reboot issue with my Roku Express.

The serial number is: SOO9323K6AMG  

Also, I have only used the original HDMI and power cord that came with the unit which has been connected to a Sony Bravia KDL-50W800C when the reboot issue was discovered.  As mentioned in a previous message, the unit was connected to a different set using the same connectors (with the exception of a 5W 1A wall adaptor).  The reboot issue stayed the same.

Again, thank you.

[Mark614]

Hello Emman 

It looks like MarkK1957 is having the same issue that I did when I started this thread back in JANUARY. Scrolling backwards, I see that the dozen or so people who have experienced the same problem have not received a replacement Roku as promised. We have all responded to the private messages and gave the requested information. Any updates would be appreciated. 

[MarkK1957]

So, what is the latest on this issue?  It is now July and I have seen/heard nothing new regarding the endless reboot with Roku Express units, which apparently started in January.  Replacement with a new Express unit either by mail from Roku directly or a voucher to be used at a local retailer would be very much appreciated.  I'd be happy to send the unit back to Roku to be analyzed if that would help.  At a minimum, an update from Roku should be Customer Service 101.  Tell us what the latest is, please.

[TostiIJzer]

Would really like to get an update as well! Custom support has also been unresponsive via direct message 😞

I just want a functioning Roku! I don't understand why we're being ignored...