Solving playback issues

[Cbelled]

I really wish there was a phone number to call to troubleshoot. Brand new Roku stuck on bouncing logo. Tried resetting, unplugging, etc. how do you get help with these things!?

[Streamer317]

It’s a Roku Stick. If it’s brand new then why don’t you just return it? Exactly which model Roku Stick do you have? When did you purchase it? Do you have it plugged into USB power on your TV or do you have it plugged into the wall? 

[RokuMary-F]

Hi @Cbelled,

Thanks for reaching out to the Roku community!

I'd be happy to take a closer look to see how we can help get you up and running regarding your new Roku device that is stuck in the bouncing logo.

How are you powering the device? Is it plugged into the TV USB port, or is it plugged into a wall outlet with the provided cables? In addition, have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue with the bouncing logo?

We look forward to hearing from you and assisting you with your needs. Thank you!


Best regards,
Mary

[Cbelled]

We have a Roku 4k+  it’s plugged into an outlet. We have tried a different HDMI port, using the reset button, leaving it off overnight, powering back up to no avail. 
what’s the best next step? 

[RokuMary-F]

Hi @Cbelled,

Thanks for following up.
If the issue remains unresolved, please provide us the serial number/device ID of your Roku device, and if you are able to get the software OS/version by going to Settings > System > About.

Please keep us posted with the details.


Best regards,
Mary