Solving playback issues

[jen_d03]

I cannot get my new Roku to go past a bouncing Roku logo. It was worked a few times before this but I have tried everything to reset it and follow all steps in prior thread with no luck. My remote also cannot connect to the device. The light just flashes. What can I do next? 

[Streamer317]

If it’s brand new why don’t you just return it? If you purchased it within the last 12 months it’s under warranty.

https://support.roku.com/article/208757058

[AvsGunnar]

@jen_d03 

Generally, the last resort is to factory reset the device (press and hold Reset for 30+ seconds while powered) and then try to connect it to a mobile hotspot (if available to you) on the 2.4ghz band and see if that gets you past the bouncing ball/bouncing letters.

If this doesn't work, usually indicates a failed device requiring replacement. If under a year, should qualify for warranty replacement. (Step-by-step instructions for returns and warranty replacements - https://support.roku.com/article/208757058)

[jen_d03]

That would be ideal but I don’t have the receipt any longer so I don’t think that’s an option. 

[Streamer317]

@jen_d03  How long ago did you purchase it? With in the last 12 months? Your bank should show the purchase date. 

[AvsGunnar]

@jen_d03 

Roku is able to determine from serial number and date of activation whether qualifies for warranty replacement.  (no need for receipt unless exchanging for refund with a retailer and under 30 days).    

If you go to the link https://support.roku.com/article/208757058 you will have different options available to you. (If you did not purchase from Roku, you are probably looking for the section titled "Replace a purchase from another retailer".  (You are seeking warranty replacement, not refund).

Roku is very good at warranty replacement as long as your device qualifies and within that 1-year period.

[jen_d03]

So I went back to Walmart with my receipt off the app and they could not accept it. So I followed the steps on the return warranty from another retailer, however it does not tell you how to return if your Roku does not function. I cannot get to the settings screen due to the Roku being unable to load. 

[RokuDanny-R]

@jen_d03

Thanks for the post.

We would be more than happy to assist you further with the issue you are experiencing. Can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

Thanks,
Danny

[jen_d03]

Thank you so much! SN: SOAH5157FJHN

[RokuDanny-R]

@jen_d03

Thanks for providing the requested information.

I have passed the information along to our Support team. They will follow up and assist you further.

Thanks,
Danny