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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Level 7

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

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Bought a roku express this morning let it sit on bouncing screen for hours bought new batteries did multiple factory resets and still bouncing screen, went back swapped out for a new one and still same problem

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Roku Employee
Roku Employee

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

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Thanks for letting us know about the issue that you are experiencing. Here are a few things that may help clear up this issue: 

- We recommend trying to perform a factory reset on your device. Make sure you are holding the reset button down for 30 seconds regardless what is happening on your TV screen. For more information about how to factory reset your Roku device, please visit our support page: How do I factory reset my Roku® streaming device?

- Make sure to be also using the provided wall power adapter for your Roku device and not the USB port on your TV.

- We would also recommend trying a different micro-USB cable and wall power adapter, such as one from a mobile phone/device, to see if this helps. 

If you are still not able to get your device setup and working properly, send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll have a member of our Support team follow up to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Level 7

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

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Danny,

Please explain how to PM you.

Thanks

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Level 7

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

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I am trying to set up a brand new Roku SE device. It connects to the internet, updates and then hangs on bouncing ROKU letters. I have tried connecting to a different tv with the same outcome. I have competed a factory reset with no luck. Please help.

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Level 7

Re: Bought brand new Roku express, stuck on bouncing logo

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Mine isn't stuck on the bouncing logo. It goes one step beyond that and is stuck on "choose language."  I know the remote is working because it comes on when I hit the home button. I've tried it on two different TVs.  I've tried it using the USB and plugging the power cord into the wall outlet.  I've hit the reset button on the back. Someone suggested my TV might be too old, but in that case would I be able to get this far in the process?

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Roku Employee
Roku Employee

Re: Bought brand new Roku express, stuck on bouncing logo

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@HannahR 

Thanks for the inquiry.

When using the remote, is the remote in direct line of sight of the device and making sure that the device isn't behind an object or tucked away in a cabinet?

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Bought brand new Roku express, stuck on bouncing logo

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I held the remote about an inch from the front of the ROKU device.  Didn't matte.  It clearly is connecting because when I hit the home button the bouncing ROKU comes on and then it goes to the select a language screen.  And stops.

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Roku Employee
Roku Employee

Re: Bought brand new Roku express, stuck on bouncing logo

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@HannahR 

Thanks for the note.

Please send me a PM with your Roku account email address, and include the serial number on the Roku device. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Re: Bought brand new Roku express, stuck on bouncing logo

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I have the same problem. At first it works totally fine then suddenly the logo just went up for hours. I tried everything including resetting and trying it on other tvs but it still the same please help me. 

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My Roku 3 is stuck on bouncing Roku logo

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Danny,

I have had a Roku 3 for a couple of years.  I have had just a few issues (mainly remote), but now it is stuck on the bouncing Roku.  I have tried to reset it several times (and yes I have held it long enough - Roku says 10 seconds, but community responses say 30 seconds so I have done both).  I have unplugged the unit for at least 10 seconds and plugged it back in.  To no avail.  The remote doesn't work and I cannot access anything.

Please advise on how I fix this issue and start using my Roku again.  Or should I become an Apple TV only customer?!!

Catherine

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