A number of TV manufacturers license Roku technology for inclusion in some set models and market them as "Roku TVs". Roku doesn't manufacture "Roku TV" sets, it only supplies the Roku operating system.
This sounds like a hardware issue that needs to be referred to the manufacturer of the set.
Roku TV Manufacturer Support Contacts: https://community.roku.com/t5/Manufacturer-Support-Warranty-Resources/Contacting-Support-for-Your-Ro...
Roku Community Streaming Expert
I am not a Roku employee, only a user like you. Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
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