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, adding channels, subscribing to services, and more.
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Level 7

Cannot connect Roku started

Hi Tanner, we have been surfing the online community support trying to figure out how to turn on our Roku for a couple of months. Every time we plug in our wifi information, it says checking, the two things: wireless connection and internet connection get green checks, then it does a software update. After this, every single time, it goes to the bouncing letters for about 5 minutes, then prompts us again for our wifi information. We have went in a circle with this about 8 times this evening. We’d love to be able to use our Roku if we can have some help. It would be greatly appreciated!

[post moved to appropriate board and title changed to denote issue]

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Level 18

Re: Customer service

Its the weekend now so the admins Tanner and Danny come and go sporadically.

There was a major update not long ago so you would need an update.

Have you seen this

It would help if we knew your Model type.

Good Luck

---A problem clearly stated is a problem half solved---.
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Roku Employee
Roku Employee

Re: Customer service


Thanks for letting us know about the issue that you are experiencing.

We would recommend trying to perform a factory reset on your device. For information on how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

If the factory reset doesn't help getting your device running on your TV, trying using a different TV and seeing if you are able to get the device going.

Please keep us posted!


Danny R.
Roku Forum Moderator
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