Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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ud36tw3
Level 7

65" will not power on after 10 months

I purchased a Roku TCL 65" tv from  Sam's Club on 1/18/2021. On 11/24/2021, I attempted to turn the tv on and realized it was not powering on at all.

I contacted Roku/ TCL tech support and went through the usual tech support fixes, to no avail. They asked for my serial number. I had to have someone come over to unmou t it from the wall only to find out there was no s/n sticker on the back. I told them that when I called tech support back. I have sent a copy of my purchase receipt, a video of me plugging in and pressing the power button, pics of the entire front of the tv and of the only sticker that is on the back. After sending all of that they are still asking for the pic of the non-existent s/n sticker. Should I go back to Sam's Club where I purchased it or what?  Why can't tech support look up my s/n on my device list on Roku.com? If they still question whether or not it is the same rv I purchased, when it is repaired then they can verify it is the same tv, which it is! I just want my tv to work. Please help me!

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renojim
Community Streaming Expert

Re: 65" will not power on after 10 months

You can see the Roku S/N  yourself on https://my.roku.com under "linked devices", but that may not be the serial number you need.  The TVs aren't manufactured by Roku and the hardware support has to come from the manufacturer - TCL in your case.  There may be a TCL serial number that you need, but you can try the S/N from the Roku site.

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Strega
Level 16

Re: 65" will not power on after 10 months

The TCLUSA website says to find it by going to:

Home -> Settings -> System -> About -> System Info

https://support.tclusa.com/system-information

(Of course, I guess you have to record that before it fails catastrophically.)

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Strega
Level 16

Re: 65" will not power on after 10 months

Then again, this page suggests there is also a physical label, but from the diagrams it looks a lot smaller than what I normally see behind a TV, and possibly turned on its side:

https://support.tcl.com/en_US/how-to-find-my-tcl-unit-information

 

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