Roku setup

[jcerickson]

Our Roku device seems to be defective. I've tried resetting the device, changing batteries in the remote, and anything else I can think of, but the Roku will not respond to the remote which makes it impossible to get beyond the setup. 

I also tried downloading the Roku remote app, but the app does not detect the device and can't connect.

[renojim]

What's the model number of the Roku from the packaging or written on the Roku?

[jcerickson]

Device ID: K42045503321

Is that the number you're looking for?

[StreamerUser]

No - look for a Model #, though from the Device ID it appears to be a Premiere (3920).

Does it light up at all when you plug it in?

Have you done a Factory Reset? (push the reset button for 30-45 seconds)

[atc98092]

No, the model number is four numbers with one or two letters on the end, most likely starting with a 3 or 4, unless your device is really old. 

[jcerickson]

Got it, thanks. The SKU# is 3920R

The device turns on and enters setup mode and when you click the remote a light does flash on the device, but it just doesn't respond. We've tried changing batteries and doing a factory reset a few times.

Since the device isn't detected on the Roku remote app, this makes me think the device has an issue.

[atc98092]

The remote app won't see any Roku until it's connected to the same network as the device with the app, and there's no security settings on the network that hides connected devices from each other. I suggest redoing the factory reset and trying again. That worked recently for another user with the same issue.

[jcerickson]

Tried the factory reset again, but still no change.

[RokuKariza-D]

Hi @jcerickson

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

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

All the best,
Kariza