Features, settings & updates

[KramG]

Have had the device for three month and it’s worked fine. Went to watch some tv and turned the tv on and it had a black screen, so unplugged Roku and plugged it back in and it went to the bouncing letters screen. Tried doing the hard reset with the button on the device and the screen just goes black. Then when you unplug the device and plug it back in it goes back to the bouncing letters screen. It is plugged into the wall with the cable and adapter that came with it. The remote still controls the tv.

[RokuKariza-D]

Hello @KramG

Thanks for letting us know about the issue you're experiencing.

Could you try using a different power cord and adapter to see if that will resolve the issue? Let us know how it goes!

All the best,
Kariza

[KramG]

I tired a power cable and adapter from a different Roku that I verified worked first and it still does the same thing.

[RokuKariza-D]

@KramG

Appreciate the prompt response.

Please reply here with the serial number of the affected Roku device. It can be found at the back or underneath the player itself. I'll be able to further assist you from there.

All the best,
Kariza

[KramG]

S07P216K72XR

[Tivoburkee]

How about switching hdmi cables? 

[KramG]

Tried it and it is still doing the same thing even on a different hdmi channel.

[Tivoburkee]

I didn't ask about changing the hdmi input, but the actual hdmi cable!!

[KramG]

Yes I changed the cable and then tried it on a different channel as well to make sure!

[RokuKariza-D]

@KramG

Thanks for the reply.

I have forwarded your concern and information to our team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

All the best,
Kariza