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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
RokuDanny-R
Roku Employee
Roku Employee

Re: Activation problem - “we can’t seem to reach you by email”

Jump to solution

Hi everyone,

Thanks for the posts.

If you are still unable to resolve the issue please provide the serial number/device ID on your Roku device. I'll be able to pass along the information to the appropriate Roku team to investigate further.
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
NettieJT
Level 8

Re: Activation problem - “we can’t seem to reach you by email”

Jump to solution

So it seems when setting up the TV, instead of connecting to the internet right away, skip this part and go to settings and set the tv up manually then connect to the internet. I don't remember all of the steps given but connecting to the internet last helped me to get my tv going. Hope this helps somebody.


@miafrate wrote:

Bought a second Roku express. At the activation screen, I enter my email address for which I already have an account. I get the error message: “We can’t seem to reach you by email. Please try again.” I clicked “resend” multiple times and i get the same message. 

I also tried to set up a new Roku account with my wife’s email address but I get the same error message. 

Both addresses are real email accounts. 

I did a factory reset using the button on the back and it still gives the same error message. 

Thanks for any help. 


 

0 Kudos
Paul1878
Level 7

Re: “We can’t seem to reach you by email”

Jump to solution

I'm experiencing the same issue of ' we cant seem to reach you' by email.

0 Kudos
NettieJT
Level 8

Re: “We can’t seem to reach you by email”

Jump to solution

I think the key is to not connect to the internet during the initial set up. Skip that part go to settings and set it up that way and then connect to the internet. You might find success.

0 Kudos
NettieJT
Level 8

Re: “We can’t seem to reach you by email”

Jump to solution

This is for the series 4 roku tv

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: “We can’t seem to reach you by email”

Jump to solution

Hi everyone,

Thanks for the posts.

If you are still unable to resolve the issue after following the steps provided earlier in this thread, please provide the serial number/device ID on your Roku device as well as when you tried to activate your device. I'll be able to pass along the information to the appropriate Roku team to investigate further.
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
tk205
Level 7

Re: “We can’t seem to reach you by email”

Jump to solution

For me, my issue was finally resolved. I believe it was a dns issue on Amazon or Roku’s side. Looking at my router and some packet inspection I learned that the Roku was trying to hit api.roku.com (54.174.238.178). It was not reachable and traces were dying somewhere in Amazon (presumably AWS). Later that night I tried again to authenticate via the Roku and it was successful  it was late and I neglected to capture a trace but my pings and traces did complete  as of this writing, it gets lost again in amazons network.

and again, this was what was wrong for me. Your mileage may vary, as they say  

 

 

Traceroute to 54.174.238.178 (54.174.238.178), 64 hops max.
1 192.168.1.1 (192.168.1.1) time=5 ms
2 *
3 096-034-061-100.biz.spectrum.com (96.34.61.100) time=16 ms
4 crr01olvemo-bue-30.olve.mo.charter.com (96.34.76.158) time=12 ms
5 bbr01olvemo-bue-70.olve.mo.charter.com (96.34.2.164) time=13 ms
6 bbr02chcgil-bue-2.chcg.il.charter.com (96.34.0.12) time=27 ms
7 prr01chcgil-bue-4.chcg.il.charter.com (96.34.3.11) time=21 ms
8 99.82.178.106 (99.82.178.106) time=16 ms
9 52.93.249.51 (52.93.249.51) time=18 ms
10 52.95.62.35 (52.95.62.35) time=18 ms
11 *
12 150.222.240.63 (150.222.240.63) time=54 ms
13 150.222.242.146 (150.222.242.146) time=44 ms
14 *
15 *
16 *
17 *
18 150.222.243.213 (150.222.243.213) time=42 ms
19 *
20 *
21 *
22 *
23 *
24 *
25 *
26 *
27 *
28 *
29 52.93.28.206 (52.93.28.206) time=43 ms
30 *
31 *
32 *
33 *
34 *
35 *
36 *
37 *
38 *
39 *
40 *
41 *
42 *
43 *
44 *
45 *
46 *
47 *
48 *
49 *
50 *

 

 

0 Kudos
pmdesign
Level 7

Re: “We can’t seem to reach you by email”

Jump to solution

Tried multiple times throughout the day and was unable to register. Mostly got this 'We cant seem to reach you by email' - but occasionally got 'activation error'

 

SN S00820DJ6WTW

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: “We can’t seem to reach you by email”

Jump to solution

@pmdesign

Thanks for the post.

I have passed along the information to the appropriate team.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
pmdesign
Level 7

Re: “We can’t seem to reach you by email”

Jump to solution

@RokuDanny-R 

Was able to get it registered this morning. Thanks!

Didn't do anything different on our end, just tried it again.

0 Kudos