Roku setup

[catbear]

MBR Roku Express 4K+

Master bedroom

serial # #X016007YF97

Purchased 5/5/2022

This device will not advance beyond the bouncing ROKU logo. It also does not show up on the list of ROKU devices we have on the app. This worked fine when first purchased but not been used in a few months and now is not working. I have tried (multiple times) rebooting, unplugging, resetting. No matter what I do nothing helps. I would like a replacement but nowhere on the website how to apply for it. This was purchased from Amazon about 5 months age. Can anyone advise me what to do.

[RokuDanny-R · Accepted solution]

@catbear

Thanks for the post.

How are you powering your Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet? Have you already tried performing a factory reset on the device to see if you can get past the bouncing Roku logo screen? As a last resort, if you are still experiencing an issue, we would recommend disconnecting your wireless network, then rebooting your Roku device to see if your Roku device is experiencing the same issue. Once the device is getting past the bouncing logo screen, try reconnecting your wireless network.

For more information about how to factory reset your Roku device, visit our Support page here: System restart or factory reset your Roku

Please keep us posted what you find out.

Thanks,

Danny

[catbear]

Thanks for your reply. Yes it is plugged into a wall outlet and I did try a factory reset. The last resort you suggested did work! Thank you so much I was getting VERY frustrated.

[RokuNimfa-C]

@catbear

Thank you for letting us know about this. We appreciate your patience in this matter and we're happy to hear that the issue is already resolved.

If you have any other questions or concerns, please let us know. Have a great day! 


Regards,
Nimfa

[SeanMac44]

Roku stopped working an only has bouncing letters on the screen. I am unable to reset after server attempts. I tried unplugging and plugging back in, using different HDMI ports but still does not work. 

this is only a few months old and I bought off Amazon. Not sure what else to do at this point. 

[AvsGunnar]

@SeanMac44 

Generally, the two steps to try when the bouncing Roku issue occurs...

1. Try using the included power adapter and plug directly into wall outlet rather than the TV USB port for power.

2. Try replacing the power adapter and power cable. (Any cell phone charger adapter 5volt, 1amp should work.  For most streaming players, a micro USB charging cable will work).

-----

If the above does not work and your device is under one year old, consider replacing it through warranty replacement. https://support.roku.com/article/208757058

[Edited to add]... Users have reported success with contacting Amazon for direct replacement as well.

[RokuDanny-R]

@SeanMac44

Thanks for the post.

We would recommend trying the troubleshooting steps I provided in the post above to see if you are able to resolve the issue you are experiencing.

Please keep us posted what you find out.

Thanks,
Danny

[catbear]

Please check on my reply to Danny regarding his  last resort suggestion as that worked for me when I had the same problem.  Good luck 

[SeanMac44]

Hi Danny, 

I tried the recommended solutions and still could not get it to work. 

[RokuMary-F]

Hi @SeanMac44,

Thanks for following up.

If you are still having any issues with your Roku device after following the steps provided by @RokuDanny-R, please provide your Roku device's serial/Device ID number of your Roku device.

For more information about how How to find the serial number or device ID for your Roku® device | Official Roku Support visits our Support page.

Once we have this information, we will be able to assist you further.


Best regards,
Mary