Getting Started - Setup & How-to

Help getting started with Roku devices, including setup, connecting your device to your TV, linking a Roku device to your account at my.roku.com/link, adding channels, subscribing to services, and more.
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Bglaza324
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Bought a roku streaming stick (from target) and did the setup. Everything is updated and it needs a factory reset every time we turn the tv on. It automatically goes to a bouncing Roku icon upon turning on. No idea what to do since I’ve tried everything mentioned.

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Pittsie72
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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I'm experiencing this same issue but not sure how to direct message you. The Roku is powered through the wall outlet not the TV and still same result even after a factory reset

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RokuMary-F
Roku Employee
Roku Employee

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Hi @Pittsie72,

Welcome to the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running.

Can you please provide more information about the issue you are experiencing? Does the issue only occur on a specific channel or all channels on your Roku device? Have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?
If this issue is not resolved, please let us know along with any additional information including the serial number/device ID that would be helpful for our team to assist you further this problem.

Please keep us posted.

Best regards,
Mary

 

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Pittsie72
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Hi Mary, 

I've tried it on 3 tvs and always the same result even after attempting to factory reset with each TV and always the same result

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Acam89
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Honestly I had to just get a brand new one. Nothing I did worked so you may want to try the factory reset and all that but it may not work. If it doesn’t I would contact whoever you bought it from to let them know it’s defective 

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RokuMary-F
Roku Employee
Roku Employee

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Hi @Pittsie72,

Thanks for the quick response and additional info.

Can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

Best regards,
Mary

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Pittsie72
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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S0092053FPV0

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RokuDanny-R
Roku Employee
Roku Employee

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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@Pittsie72

Thanks for the follow up and providing us with your information.

I have passed along your information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Kaikea90
Level 7

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Same thing is happening to my Roku Express. Only had it for a month and it’s been stuck at the Roku bouncing logo for hours. I’ve tried resetting it for 30 sec. I’ve unplugged the TV, Roku, and all the cables. Shut off the WiFi and turned it back on, and tried to switch different HDMI cables. Still stuck. Help please. 

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RokuKariza-D
Roku Employee
Roku Employee

Re: Bought a brand new Roku express and its stuck on bouncing Roku logo???

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Hi @Kaikea90

Thanks for reaching out here in the Community!

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. 

Let us know if there's any difference after.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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