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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jlhorton77
Level 7

Roku Streaming Stick 4k stuck on bouncing ROKU screen

This device was purchased within the last month. It has worked very well, then stopped loading.

It is stuck on the bouncing ROKU screen.  

I have tried pressing the reset button.

I pressed the reset button and held it for 45 seconds (well beyond the recommended 30 seconds from other posts)

What are my next troubleshooting options?

If it cannot be repaired, is there a return option to get a new one?

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8 REPLIES 8\
renojim
Community Streaming Expert

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

Are you using the supplied power adapter and not the TV's USB port?  If so, try another power adapter from a phone or tablet or even the TV's USB port.

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jlhorton77
Level 7

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

I tried the 30 second reset with the device plugged into the USB port on the television as well as with the device plugged into the power adapter.  Neither have changed the bouncing ROKU screen.  

Is there a next step?

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renojim
Community Streaming Expert

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

Have you tried a different HDMI input on the TV?  Do you have another TV you can try it on?  The next step may be to explore a warranty return:

https://support.roku.com/article/208757058

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jlhorton77
Level 7

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

I tried it on another television with both the USB and the power adapter.  It did not work for either option.  I believe it has a device failure.  

What is the steps I need to take for a replacement?  I have the receipt of purchase, but I do not have the original packaging.

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jlhorton77
Level 7

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

What is my process for a warranty claim?  I have my receipt, but it will be beyond a month in a couple of days. Please respond.

 

 

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Tivoburkee
Community Streaming Expert

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

Are you using the original usb cable with the bump in the middle? That is what the remote and internet connection communicates with roku itself, without it you have no remote control or internet on the stick and it will stay on the bouncing roku. If you're using it it maybe bad?  

Edmund
Roku Community Streaming Expert

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jlhorton77
Level 7

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

Yes, I am using the cord provided in the Roku box. It does have the bump in it. 

Bottom line, I set it up and it worked for 2.5 weeks.  Then it wouldn't load anymore. I have tried all of the troubleshooting requested. None of it has provided a solution.  I would like to exchange it for another device if possible.  

What is the warranty procedure?  

 

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Tivoburkee
Community Streaming Expert

Re: Roku Streaming Stick 4k stuck on bouncing ROKU screen

Let's see if @RokuDanny-R can help?

Edmund
Roku Community Streaming Expert

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