Roku setup

[CarlH]

It says my roku ultra is activated and it shows up on my account.  However, the screen on the tv will not update so that I can use it.  My roku will not activate so I can use the system and roku has no customer service that I can contact.  This is my 4th roku and I am very upset.  I have done everything right and their website says it is activated but it will not on the tv.

[renojim]

@CarlH, what happens if you unplug the power briefly (or press the reset button)?  Does it come back to the "Let's get started" screen or something else?

[CarlH]

I have unplugged it twice and each time it goes back and wants me to go thru the setup again.  For some reason the activation signal has not been sent to my Roku.  This is my 4th Roku and I have never had a problem before.  I wonder if this one is defective.  I go to my account and it shows up as being active but it isn't.

[CarlH]

It is very frustrating that Roku has no way to contact them for assistance.  I spent 2 1/2 hours last night trying to get it to work and this morning I turned it on hoping that an activation signal had been sent during the night but again, it wants me to go thru the setup again.  I am thinking about returning it for a refund and buying an Amazon Firestick.  I bought the most expensive model - Roku Ultra and it won't work.

[RokuRiamie-D]

Hi @CarlH,

Thank you for posting in the Roku Community!

We are glad you shared your concern here about your Roku Ultra which is not updating after you completed the activation process. No worries, we are here to help you with this.

Let's see if this will work for you.

Try to activate again your Roku Ultra while it is connected to a mobile hotspot. Ensure that your phone has cellular data.

To learn more on how to connect your Roku Ultra to a mobile hotspot kindly visit this Roku Support article: How to connect your Roku streaming device to the internet

Please let us know if the issue persists, we would be more than willing to assist.

Regards,
Riamie

[CarlH]

When I went thru the process of setting up my Roku, I did enter the information and password to connect the Roku to the Internet and it accepted this information.  Going thru this again is a waste of time.  This Roku Ultra is listed on my account as being installed but for some reason, it will not activate and each time I unplug it and plug it back in, it wants me to go thru the entire setup process again.  Once, while going thru this again, it stated that it was already set up.  I believe this is a defective Roku.  How do I exchange it for another one or do I just send it back for a refund?

[RokuRiamie-D · Accepted solution]

Hi @CarlH,

Thank you for the response!

We appreciate the troubleshooting steps you have taken to fix this issue. Rest assured, we have coordinated this concern with our Roku-appropriate team.

In the meantime, to further diagnose the problem, we suggest testing the connection using your mobile hotspot and also try the following troubleshooting steps below:

Restart your modem and router:

1. Unplug both your modem and router from power
2. Wait 10 seconds and then plug them back in
3. Wait for your modem and router to fully restart
4. Use a phone, tablet, or computer to confirm the internet connection is working
5. Test the connection on your Roku device

Additionally, we would like to know where and when you purchased this Roku Ultra 2024.

Thank you for your understanding. Please keep us posted.

Regards,
Riamie