Roku setup

[jfdaigle44]

since then, I opted the option to return the device (back in Sept 23). received an automated message saying someone will get in touch with me.  Never got any feedback whatsoever, sending periodic message referring to case ID, nothing still as of today. any suggestion?

[RokuJohnB]

Hi @jfdaigle44,

Thank you for posting here in the Roku Community!
We'd like to investigate this issue further. May we know what troubleshooting steps you have taken so far? Is this happening on all contents and channels, or is it isolated? (Specify)

We'll wait for your response.

Thanks,

John

[jfdaigle44]

I ran out of options, as far as troubleshooting goes, I have tried it all with someone from this group and other research on the web. the device is stuck in booting mode forever. that is the reason I opted to return the device.

[RokuERey]

Hi @jfdaigle44,

A warm welcome here in the Roku Community!

We really do apologize for the inconvenience, and we appreciate you reaching out to us about this.

We've reviewed your account, and this has been facilitated by one of our support teams. Please keep an eye on your email address for future updates.

In the meantime, if you haven't tried this troubleshooting, we would recommend performing this: How do I use Recovery Mode on my Roku TVTM?

If no avail, please get back here, and we'll move forward to the next step.

Thanks,

Rey

[jfdaigle44]

the device does NOT complete the boot sequence, therefore no menu available.

[RokuArjiemar]

Hello! @jfdaigle44,

Thank you for the update. It looks like it will require some assistance from our friends at TCL to help diagnose your TV hardware. In the event of hardware failure, they will provide you with the option you have, as warranty replacements and claims are taken care of by our hardware partner (TCL)

You can find their support options at https://support.roku.com/article/115006475047 (Where can I get support for my Roku TV?) or you can reach them at 1-877-300-8837 

Thanks,

Arjiemar

[jfdaigle44]

thank you but I ended up in this topic by mistake, my issue is with the Stick 4k, not the Roku TV. I would need the equivalent for the Stick, or feedback from customer services as they should have gotten back to me long time ago!

[RokuJohnB]

Hi @jfdaigle44,

Thank you for keeping us posted here in the Roku Community!
We'd love to investigate further this issue that you're having with the Roku streaming stick. May we know when the issue started? Did we recently make any changes to your network or network provider? How far is your device from your network router?

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

Thanks,

John

[jfdaigle44]

Please note that I will not reply to any troubleshooting recommendations, as I said earlier, this was done long time ago, and I have tried it all, believe me.  I was just hoping that someone here would help me undersdand why my request for a device return was never taken into account. I got and automated message saying someone will get back to me, back in September 2023. Never got any more feedback since then.

Is it a lost cause?

[RokuJohnB]

Hi @jfdaigle44,

Thank you for updating us here in the Roku Community!
We will be more than happy to assist you further. Can you please provide the serial number of your Roku streaming stick?

We look forward to hearing from you soon.

Thanks,

John