Roku setup

[mpeteuil__]

My Roku Express 4k+ Model 3941 has been working fine for over a year. I just went to turn it on after not using it for a week and it is stuck on the ROKU dancing logo screen. I have tried switching HDMI ports on my TV, restarting the ROKU and the remote, unplugging it from the extension cord it was on, and putting it into the wall directly, and I have also tried connecting it to my monitor, and no matter what I do it is stuck here. Has the device failed? Or is there something I can do to fix this? I noticed that this device is not eligible for agent support but does Roku have customer service or any way to speak to someone? 

[RokuKariza-D]

Hi @mpeteuil__

Thanks for letting us know about the issue you're experiencing.

Could you try unplugging your router first, then boot up your Roku device? Once it's up, replug your router. Make sure to troubleshoot in this order, and then let us know if there's any difference afterward. 

Please also reply here with the serial number of the affected Roku device. It can be found at the back or underneath the player itself.

We'll keep an eye out for your response.

All the best,
Kariza

[mpeteuil__]

I live in an appartment and don’t have access to the router. The SN is SO7P21ALT25N

[RokuDanny-R]

@mpeteuil__

Thanks for the post.

Have you tried switching to an alternate wireless network, such as a mobile hotspot, and following the troubleshooting steps provided in my last post to see if you are experiencing the same issue.

Please keep us posted what you find out.

Thanks,
Danny

[mpeteuil__]

I removed the Roku from my wifi account but I can’t figure out how to use a hotspot for the Roku because I am stuck on the “dancing logo” screen so I can’t connect through the device. I have restarted/unplugged etc several times and even left the tv for 20 min and it was still on the logo screen. At this point I’m wondering if it’s under warranty and can be replaced because I’m not seeing a way to fix this? 

[RokuKariza-D]

@mpeteuil__

Appreciate the reply.

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

Your patience and understanding are greatly appreciated.

All the best,
Kariza