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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ETOca
Level 7

Chatting with offshore support personnel gets nowhere

I have an active case #4384849 that I reported nearly a month ago. It's been frustrating as I get no status updates and any correspondence I have received is from chat sessions and only an acknowledgement that my ticket has been assigned. My first attempt at reaching support was on 5 May 2021. Then two weeks later, I followed-up with a chat session since I received no confirmation or acknowledgement that my case was assigned or being worked on. A support tech by the name of Pragy PROMISED that he would send me a note with a status immediate after the session just to get me to end the session. Since then, nothing. This streaming stick+ product ceased to function two months after purchase. I am seeking guidance from anyone who has experienced such radio silence and how I can resolve. Thanks in advance.

1 REPLY 1\
makaiguy
Community Streaming Expert

Re: Chatting with offshore support personnel gets nowhere


@ETOca&nb sp;wrote:

I am seeking guidance from anyone who has experienced such radio silence and how I can resolve. Thanks in advance.

I guess it's possible the WiFi radio in your Roku has failed, but if not ...

Here's what has worked for me to re-establish my net connection. I usually have to do this on my most used Roku, a Streaming Stick+, several times a month.

  • Restart your router (even if other devices have no problem finding and connecting). Sometimes that's all it takes, if not keep going.
  • Restart the Roku to clear its memory via Settings > System > System restart (for Roku TV it's Settings > System > Power > System restart). Again sometimes that's all it takes, if not keep going.
  • Find and connect to your network via Settings> Network > Set up connection

If that doesn't fix it, try disconnecting the power to your Roku for a few seconds.  When it comes back up, see if you then can set up the network connection.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600
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