Roku setup

[paraodiegoBR]

Olá Dani. 

Estamos enfrentando o mesmo problema.

Modelo do dispositivo Roku e número de série/ID do dispositivo: S0AH41CU35Y0. Modelo 3941x.

quando você começou a ver esse problema ocorrer: hoje. Usamos há alguns dias sem problemas

etapas para reproduzir o problema que você está vendo: Não tenho certeza do que isso significa. Ele ficou preso no logotipo saltitante desde que tentamos iniciá-lo.

quais etapas de solução de problemas você já executou para tentar resolver o problema: Ele está conectado à tomada. Tentamos desconectá-lo por algum tempo. Também tentamos o botão de redefinição de fábrica na parte traseira do dispositivo. Nenhuma mudança.

[Safyre]

I’m having this same problem. Plugged into a wall. Tried resetting. Reset my router. Unplugged and waited 24 hours. Nothing has helped. 
Please advise. 

3941X

SOAH217YJGAT

[RokuMary-F]

Hi @Safyre,

Thanks for letting us know all that you've done! Appreciate the troubleshooting steps you've done so far.

We'd like to gather more information about the issue you're running into. How long has the issue been occurring? In addition, have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?

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


Best regards,
Mary

[Safyre]

3 days. Just tried it on a different tv entirely (with a different roku power supply and hdmi cable) with the same results. 

[RokuMary-F]

Hi @Safyre,

Thanks for keeping in touch and providing the additional information.

We'll have a member of our Support team reach out to you via email, they will continue assisting you from there and provide a resolution to this issue.

We appreciate your patience for the time being.


Best regards,
Mary

[paraodiegoBR]

@RokuMary-F 

Can a help me please? Same problem.

[paraodiegoBR]

@RokuMary-F 

Roku device model and serial number/device ID: S0AH41CU35Y0. Model 3941x.

when did you start to see this problem occur: today. We've been using it for a few days with no problems.

steps to reproduce the problem you are seeing: Not sure what this means. It got stuck on the bouncy logo since we tried to launch it.

what troubleshooting steps have you already taken to try to resolve the issue: It is plugged in. We tried to disconnect it for some time. We also tried the factory reset button on the back of the device. No changes.

[RokuMary-F]

Hi @paraodiegoBR,

Thanks for getting in touch.

I can see that you’ve been in contact with our Support team regarding your Roku device's bouncing logo issue. We would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

Please stay safe and healthy, we thank you for your patience.


Best regards,
Mary

[Jerbs]

I am having the same problem -- worked fine for many months, just stopped working last night.  Bouncing Roku logo only on Roku Express 4K+ linked January 20, 2022.  Serial number in my account is X0160050CXU9.  On physical device the S/N is S07P21A0CXU9, model 3941X.  Device is, and always has been, plugged into a wall outlet with a surge protector.

Troubleshooting so far:

Multiple power-off resets, without power for multiple hours

Two factory-resets, holding button for 30 seconds each time

[RokuMary-F]

Hi @Jerbs,

Thanks for reaching out regarding the issue you are experiencing. We'd like to take a closer look to see if there's anything else we can suggest to help.

We recommend rebooting both your wireless router and your Roku device. In addition, 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? In addition, have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?

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


Best regards,
Mary