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FriendofLevi
Newbie
‎07-20-2022 08:57 PM

Screen blacks out and freezes frequently, and the remote will not work even with new batteries.

We have replaced batteries, unplugged the box, unplugged TV to reset, and TV still freezes and blacks out.  Then it will show the Lets get Started screen, and NOTHING else can be done.  Its frozen there, and can't even turn the TV on or off.  NONE of the controls work. This happens frequently.

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2 REPLIES 2
Michelle3
Roku Guru
‎07-20-2022 09:02 PM

Re: Screen blacks out and freezes frequently, and the remote will not work even with new batteries.

Sounds like you have a defective remote.  Also the Roku must be connected to the wall outlet and not the TV USB port.  If the power is not the issue, the only other thing I’d suppose is that your Roku device is probably defective. Contact customer support at https://support.roku.com/contactus.

Hopefully someone at Roku will help you more in this situation.

~ Jordan

I’m into videotapes and old electronics stuff, including extenders, converters and analog 4:3 TV sets (which are obsolete these days), and Miss Bianca is my favorite character in Disney’s The Rescuers (1977) and its sequel, The Rescuers Down Under (1990). I am not a Roku employee, only a user like you. ~ Jordan

Roku Express+ 3910X
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RokuLianna
Retired Moderator
‎07-25-2022 09:44 AM

Re: Screen blacks out and freezes frequently, and the remote will not work even with new batteries.

Hi @FriendofLevi

Welcome to the Roku Community!

Please reply here with the serial number of the Roku device associated with the affected remote. It can be found in Settings > System > About. It is also located at the back or underneath the Roku player itself.

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


Warm Regards,
Lianna

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