Playback Issues - Audio/Video & Power

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CesarF
Level 7

Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

I tried to unplug, plug, hdmi stick light is steady, screen is black and when it shows main menu is freeze, remote dont work , not able to pair,, Help 

 

I have three same devices in home and just one is the problem

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11 REPLIES 11\
CesarF
Level 7

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

I need to add that I tried to perform a factory reset to the stick but not able,, the light remain steady and never blink

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CesarF
Level 7

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

Main screen Menu says "Not Connected"

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RokuMary-F
Roku Employee
Roku Employee

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

Hi @CesarF,

Thanks for reaching out regarding the issue you are experiencing.

How are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables? In addition, have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?

Please keep us posted and we'll continue assisting you from there!

Kind regards,
Mary

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johnLe
Level 7

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

I'm adding to this thread since my issue is similar. I lost connection to my network and in the process of resolving that issue my Home Screen is frozen. The screen doesn't respond to the remote all of a sudden. After following Community suggestions, I've discovered that the remote will not pair either. The green light just blinks with no response from Roku. I can't use my phone since it's frozen with no network connection. So, I can't get the home screen to respond to the remote and the remote won't pair with the stick. Thoughts?

Thanks!

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renojim
Community Streaming Expert

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

@johnLe, have you unplugged the power from the stick for several seconds and then reconnected it to get it to restart?

Roku Community Streaming Expert

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johnLe
Level 7

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

@renojim Thanks for replying. Yes, I have several times. When it powers up I get the "flipping" Roku letters and then the frozen Home screen. I've pulled out the batteries (and switched batteries) on the remote after the restart and pressed the pair button. The green pair button blinks continuously but no response from Roku. Also, the LED on the stick blinks twice continuously (since no network connection I assume).

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renojim
Community Streaming Expert

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

This is the procedure @Tivoburkee recommends:

"You can also unplug the roku from its power for a bit, have the remote ready with battery door off and one battery in, now power the roku when the roku name stops bouncing put in the second battery and press and hold the pairing key for 3 to 5 seconds and release. Just let it communicate with roku it is all right if the light goes out in the battery compartment don't press anything until you get a big DONE onscreen."

Make sure you're using good, fresh batteries.  I've had it where perfectly good batteries wouldn't work to get it paired, but worked just fine after it was paired.  Another thing to try is to unplug your router while you're trying to pair the remote just in case it's causing some kind of strange interference.

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johnLe
Level 7

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

Thanks again for the suggestion but still no effect. I followed these steps, 2 different sets of brand new batteries, I unplugged the router, but the Home Screen is still frozen and the green pairing light on the remote just blinks green. The remote's power button turns on and off the TV but I can't do anything with Roku.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Streaming Stick + Not working - Black Screen - Not pairing - Freeze

@johnLe

Thanks for the posts.

If you are still unable to resolve the issue, can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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