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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arich04259
Level 7

Product doesn’t work and no customer service

We bought my mom a roku for her birthday and it does not work. The thumbnails will load, the sound will play, but the picture does not come through. This is across all apps, Netflix, prime, Hulu, mtv, espn, nbc, literally every single one. The one I bought for myself works fine. I know how to set them up and activate everything. With hers, I’ve restarted it. I’ve updated it. I’ve unplugged it. I’ve reconnected it to the internet. I’ve done everything. So with no customer service am I just completely SOL? We got scammed out of $25 dollars and that’s it?  I hate roku. 

4 REPLIES 4\
RokuKariza-D
Roku Employee
Roku Employee

Re: Product doesn’t work and no customer service

Hi @arich04259

Thanks for reaching out here in the Community.

We would recommend following the suggestions below and see if that will resolve the issue you're experiencing.

  1. The video cable is not connected properly or the cable is faulty
    • Check that the video cable is firmly connected to the back of your Roku player and to the HDMI or composite connector on the TV. If you have a Roku Streaming Stick, then make sure it is firmly connected to the HDMI connector on your TV.
    • If you can, check to see if you have a faulty cable by connecting your Roku player with a different cable.
  2. There is a problem with the TV
    • If you can, try connecting the Roku player to a different input on the TV to see if the problem is with the connector on the TV.
    • If you can, try connecting the Roku player to a different television to see if the problem is with your Roku player or the TV.

Let us know how it goes!

All the best,
Kariza

Kariza D.
Roku Forum Moderator
0 Kudos
arich04259
Level 7

Re: Product doesn’t work and no customer service

You must not have read my post or are using a response template. I have tried reconnecting, resetting, restarting. The image comes through the hdmi cable. I even get to navigate the menus and see thumbnails when fast forwarding and rewinding. The ONLY thing that does not show is the video inside Netflix, prime, Hulu, etc. the image comes through fine to the tv

renojim
Community Streaming Expert

Re: Product doesn’t work and no customer service

@arich04259, there's nothing in your posts that states that you've tried your mother's Roku on another TV.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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keen
Level 9

Re: Product doesn’t work and no customer service

> there's nothing in your posts that states that you've tried your mother's Roku on another TV.

because that's definitely something everyone can do.  because everyone has multiple TVs.  or they can just go knock on their neighbors door in the time of the situation and say "hey neighbor, mind if I borrow your TV?"

smh.

0 Kudos