Roku setup

[Roberto54]

Hello all,

I bought 2 Roku Streaming Sticks 4k back in September. One of them works perfectly while the other has completely broken down. It worked when I set it up months ago and, after light usage, has decided to infinitely get stuck on the bouncing logo. I've tried the following solutions:

1) Power cycled the Roku Streaming Stick for anywhere between 15 minutes and a whole day.

2) Attach the Roku Streaming Stick to a different TV and wall outlet in the home. Note: It has always been connected to a wall outlet - never to the TV via USB-A.

3) Reset my mesh router system.

4) Factory reset by holding the physical button on the stick.

All 4 options led to the same thing - getting stuck on the bouncing logo as if I'm setting it up again for the first time. I cannot access any settings from within the Roku application as I'm not able to get past the bouncing logo. It simply bounces until my TV shows there is no signal. This has happened on both TVs in my home.

It's well within the 1 year warranty and, for whatever reason, I cannot contact customer service to replace the stick. The option is grayed out to me and has been for over a week. 

Anyone have any ideas on how to either fix the stick or send it back for a replacement? Thank you in advance.

[RokuJohnB]

Hi @Roberto54,

Warm greetings from the Roku Community!

We will be glad to assist you further with this issue that you're experiencing with the Roku streaming stick. Can you please provide the serial number of your Roku device?

We'll wait for your response.

Thanks,

John

[Roberto54]

Hello John,

My serial number on the box and device is S0J732AK5M1V. It is currently in a box and unplugged from my TV.

Thank you for replying. Let me know if you need any other information.

[RokuJohnB · Accepted solution]

Hi @Roberto54,

Thank you for posting here in the Roku Community!
For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
To send a private message:

1. Sign in to the community.
2. Click the message count or envelope icon to go to your Private Messages Inbox.
3. Click Compose New Message.
4. Enter the recipient's name in the Send to area.
5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
6. Enter the subject for the message in the Message Subject area.
7. Type the reply in the Message Body editor.
8. Click Send Message.
9. You can look for the messages you've sent in the Sent tab.

To learn more about how to send a private message, click this community link: Help: Roku Community
We'll be anticipating it!

Thanks,

John

[Roberto54]

I sent you the private message with the requested information. Thank you for your help, John!

[RokuJohnB]

Hi @Roberto54,

We appreciate the information that you have provided to us!

Please be aware that we have passed along your information to the Support team, and they're the ones that will reach you back.

If there's anything else that we can do to assist you, please let us know.

Best regards,

John

[butlerivyvickie]

I'm having the same issue.  I've done everything that I could possibly think of and followed the same directions listed in this section Frustrating I've even tried pairing the remote to it.