Roku setup

[Stream-Stream]

Roku Express 4 Working Great - Moved - Upgraded Xfinity Internet - Now STUCK on Let's Get Started

I have tried everything - 

1. unplugging overnight (was off for 3 days during move)

2. new batteries

3. new hdmi cable

4. factory reset

5. removed from roku app

Started new - followed directions from start guide

Nothing

Stuck on Let's Get Started

Anything I am missing

Appears I will have to buy a new unit, but I see others are having problem with new units

[RokuEmmanuel-D]

Hi @Stream-Stream,

Thanks for your first post here in the Roku Community!

We understand that you're having unexpected behavior with your Roku Express, and we want to investigate more to properly address the issue. Kindly let us know the following:

• Just to clarify, Is this a Roku Express 4K+? 
• Do you have other Roku remotes that you can pair with your device? If so, try using them to see if the device responds to it.
• Also, how did you perform a Factory Reset? Was it through the Settings or the Reset button at the back of the device? If through the physical Roku device, did you press and hold it for 10 seconds? 

In the meantime, try Resetting your Roku Remote (Press and hold the Home and Back Button simultaneously for 20 seconds) and pairing it again with the host device.

Please keep us informed. 

All the best,
Emman

[RokuJechealR · Accepted solution]

Hi @Stream-Stream,

A warm welcome to the Roku Community!

We understand you are having trouble with your Roku device, which is stuck on the let's get started screen. Thanks for the troubleshooting steps that you took to resolve the issue.

Please be advised that Roku Express is only compatible with wireless b/g/n networks on the 2.4GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network to which the device can connect. You can check your device model by navigating to Settings > System > About.

In this matter, it might be a router update. Some router setting issues can prevent Roku Wi-Fi connections from being established. And some of them can be set by recently-reported router updates.

These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far). Still, it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

You can also try configuring your router and using wireless channels 1, 6, or 11, which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

If you need help adjusting your router settings, we recommend contacting your internet service provider's customer support team. They have the expertise to help configure your wireless gateway and may be able to resolve this issue.

Feel free to keep us posted regarding the behavior you are experiencing, and we'll continue assisting you further.

All the best,
Chel