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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pianomandb
Level 7

Ultra no video or audio - white light constantly on

My #Ultra stopped working. There is no audio/video output, and the white light is on constantly. I tried different HDMI ports, changed HDMI cables, changed the ethernet cable, power cycled the unit, unplugged for more than 20 minutes, and pressed the reset for almost 1 minute. I even tried some of the remote combinations but the light doesn't blink when I use the remote. I've tried reaching out through email, messenger, and comments on Facebook, but to no avail. Is there anyone who knows what to do to fix it, or do I need to send it in?

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6 REPLIES 6\
AvsGunnar
Community Streaming Expert

Re: Ultra no video or audio - white light constantly on

@pianomandb 

So pressing the reset button for 1 min+ did not factory reset the device?

Try installing the official Roku remote app to your mobile device (available through Apple or Play Stores) and use that to navigate through your setting to perform factory reset.

Settings..System...Advanced System Settings..Factory Reset.

Before factory resetting though, try restarting both your router and Roku Ultra and swap out batteries (either fresh batteries or at least remove and reinsert).  Plenty of times my Ultra 4660 remote locks up and I just have to either tap it lightly or remove and reinsert the batteries for it to work again.

Does not explain the loss of Audio and Visual output though. (Could be internal problem, best confirmed if experiencing same issue after a factory reset.)  However, need to make sure your physical remote is working prior to a factory restart since you cannot set up a new or factory reset Roku device using the Roku remote mobile app.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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pianomandb
Level 7

Re: Ultra no video or audio - white light constantly on

Thanks for the suggestions! Unfortunately, it's not the remote that isn't working, it's the unit. I'm unable to use the Roku app to control the unit because it isn't showing up to be able to pair with my phone.

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renojim
Community Streaming Expert

Re: Ultra no video or audio - white light constantly on

That sounds like a dead Roku.  You might want to explore a warranty return:
https://support.roku.com/article/208757058-Step-by-step-instructions-for-returns-and-warranty-replac...

Perhaps @RokuDanny-R can help.

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pianomandb
Level 7

Re: Ultra no video or audio - white light constantly on

I was afraid that's what it would turn out to be. I'll keep my fingers crossed there might still be a glimmer of light at the end of the tunnel. Sadly, I'm afraid there's a better chance it's a train instead. Lol! Thanks for the link!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Ultra no video or audio - white light constantly on

@pianomandb

Thanks for the posts.

I have passed along your information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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pianomandb
Level 7

Re: Ultra no video or audio - white light constantly on

Thank you, Danny!!

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