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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Boo891
Level 7

Won’t work!

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Half way through setting up my new Roku premium and it just went off. White light still on. Tried pressing the reset button. Tried disconnecting from power. Tried different hdmi ports. Tried on a different tv. It won’t come back on! Any suggestions before I take it back?? 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Won’t work!

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@Boo891

Thanks for the update.

If you are still unable to resolve the issue you are experiencing, please send me a PM (private message) with your Roku account email address, and include the serial number/device ID on the Roku device along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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3 Replies
MaryFranco
Roku Employee
Roku Employee

Re: Won’t work!

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Hi @Boo891,

Thanks for the post.

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?

Please let us know and we'll continue assisting you from there.

Thanks,

Mary

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Boo891
Level 7

Re: Won’t work!

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Plugged into wall. Using all the provided cables.

ive upgraded from the Roku express which worked fine. This worked for about 20 min until I tried to put my password in for Disney+ and the screen went black. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Won’t work!

Jump to solution

@Boo891

Thanks for the update.

If you are still unable to resolve the issue you are experiencing, please send me a PM (private message) with your Roku account email address, and include the serial number/device ID on the Roku device along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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