Solving playback issues

[gator8920]

Have done reset multiple times and also left unplugged as suggested on this forum. Any other ideas?

2 months old.

Model: 3941X

[RokuKariza-D]

Hi @gator8920

Thanks for reaching out here in the Community!

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Let us know how it goes.

All the best,
Kariza

[gator8920]

Wall outlet.

[RokuKariza-D]

@gator8920

Thanks for the prompt response.

Please reply here with the serial number of your Roku device. It can be found at the back or underneath the player itself. We'll be able to further assist you from there.

All the best,
Kariza

[gator8920]

S07P21D2L8P1

[gator8920]

So should I proceed with a warranty claim?

[renojim]

@gator8920, if you want to make sure you get someone's attention tag them with the "@" sign in front of their name as in @RokuKariza-D .  It should turn into a link and they'll get a notification that they were tagged.  No need to do it again as I just did it.

[RokuMary-F]

Hi @gator8920,

Thanks for keeping in touch and providing the additional information.

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

We appreciate your patience for the time being.


Best regards,
Mary

[gator8920]

@RokuMary-F Still haven't been contacted....How long should I wait?

[RokuMary-F]

Hi @gator8920,

Thanks for following up.

Reassured that I have already escalated this issue to the appropriate team for follow-up on this case and to have them help take a closer look. 

We sincerely appreciate your patience and understanding in the meantime.


Best regards,
Mary