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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PSV21
Level 7

Roku doesn't work

I've had my Roku about 6 weeks. All of a sudden it's no longer working. I turn the TV on and I get nothing. It takes me 20 to 30 minutes of turning it on and off, on and off to finally get anything to happen. I usually have to change the HDMI for every time I turn on my TV. Eventually I'll get dancing letters. Then eventually the menu. If I'm lucky it'll stay on. If I'm not it will freeze up and then I have to start all over again.. Once I do get it up and running I can be watching it and all of a sudden it will shut off.. I'm really starting to get disgusted. And you can't get in touch with Roku to get any help. I feel like I've got a defective device. Six weeks of working and then all of a sudden it stopped.

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8 Replies
demsd
Level 13

Re: Roku doesn't work

Where did you buy the device? If not directly from Roku, did you contact the retailer? If purchased from Roku, did you contact them about replacing the device?

Roku Ultra 4670X
40" TCL Roku TV
50" TCL Roku TV
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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku doesn't work

Hello @PSV21

Thanks for letting us know about the issue you're experiencing.

Could you tell us how your Roku device is powered? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Please keep us posted!

All the best,
Kariza

PSV21
Level 7

Re: Roku doesn't work

It is powered by the plug into the wall outlet. I am using the power cord and plug that came with the device. I've tried unplugging it and plugging it back in multiple times and nothing changes. I've tried a different wall outlet. I've tried changing the HDMI port nothing helps. It's getting worse instead of better. Took me 35 minutes to get the home screen to come on tonight. It's like playing Russian roulette

The store won't take it back now. It's been 6 weeks. I don't have the box or my receipt anymore. I feel like I wasted a lot of money.

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PSV21
Level 7

Re: Roku doesn't work

See my separate response to your question.

I have seen things about doing a system reset or  a factory reset. Which would be best to try?

Why is there no way to get in touch with Roku to get help

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renojim
Community Streaming Expert

Re: Roku doesn't work

System restart is pretty much the same thing as unplugging the power and reconnecting it.  At this point a factory reset is worth trying.

You can contact support at https://support.roku.com/contactus , however not all models qualify for agent-assisted support.

Roku Community Streaming Expert

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I am not a Roku employee.
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PSV21
Level 7

. Roku not working. Roku doesn't care.

So I've now factory reset my unit twice. It has done nothing to solve the issue. I'm sitting here now trying to get it to come on and it's been over 30 minutes already. There is no reason for this. Why won't Roku do anything? They don't care once they have your money. This is disgusting. I'm sorry I wasted my money.

I need help with this and can't get any.

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renojim
Community Streaming Expert

Re: . Roku not working. Roku doesn't care.

I would say you have a defective device.  Try a warranty replacement:

https://support.roku.com/article/208757058-step-by-step-instructions-for-returns-and-warranty-replac...

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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PSV21
Level 7

Re: . Roku not working. Roku doesn't care.

I think you're right. I think it is defective. Nothing has worked to resolve the issue . I initiated a replacement. They just sent me an email asking for a shipping address. Said they would then send instructions for how to send it back for replacement. Thanks for your help.

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