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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KendraT
Level 7

Stopped working

I bought this back in September, and almost immediately there was problems with the image quality. It had trouble connecting to my very fast wifi, but not my phone’s hotspot. And now, in January, it stopped working altogether! I turn on the TV, nothing happens. The roku has the light on, but it doesn't connect to the TV.  The remote does nothing. I've tried all the different channels, just to be sure. I tried resetting the Roku (with the button on back), I've tried unplugging everything and re-plugging it back in. 

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3 REPLIES 3\
RokuDanny-R
Roku Employee
Roku Employee

Re: Stopped working

@KendraT 

Thanks for the post.

Can you please provide more information about the issue you are experiencing? What Roku model device are you using? Have you tried using another HDMI port on the TV as well as switching out the HDMI cable used to connect the device (if it uses HDMI)? How are you accessing channels if the device is unable to connect?

With more information we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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KendraT
Level 7

Re: Stopped working

@RokuDanny-R 

Thanks for your reply.

It's a Roku Express. I'm not sure what a model number is. I looked on the box and the device ID is 2014304L3HF7. I have tried switching out the HDMI port, but I don't own another cable. As to the channels, I just meant that I had tried flipping between different channels (HDMI1, 2, etc.) and the Roku never appeared. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Stopped working

@KendraT 

Thanks for the update.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:
- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to send me a PM with your Roku account email address and the serial number of your Roku from Settings>System>About along with the answers to the above questions and I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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