Solving playback issues

[TomFromNH]

I have a Roku express 4K+. Serial number S08H41CWM35W. Model 3941 X. Have the bouncing logo then does nothing TV indicates no signal.

It is powered from a wall outlet using the Roku adapter, I have also tried an alternative power adapter rated at 2.4A. 

I have tried resetting the device multiple times using instructions from Roku. Even held the reset for 40 seconds, there is no reaction From the device when pressing the reset button.

I’ve turned off unplugged the wireless router, and tried to move the Roku device, no luck.

I have a second Roku device, which I plugged into that TV and it works fine.

[RokuJechealR]

Hi @TomFromNH,

Greetings from the Roku Community!

We appreciate you letting us know about the issue you've been experiencing with your Roku device and the steps you took to resolve it. We'd like to take action on this, but we need more details to see if there are any options we can investigate further.

Refer to these questions to better identify the issue you're experiencing:

• When did you notice the issue occur?
• What is your device's OS version?
• Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
• Who is your ISP (internet service provider)?

For troubleshooting purposes, we recommend connecting your Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue.

We'll be eager to wait for your update. Thank you!

All the best,
Chel

[TomFromNH · Accepted solution]

So, I ended up finding my way through the overly complex process to get support on Roku.com, and after a few minutes with support, they determined the 2 year old device was not fixable.  The only offer was for 30% off retail on a purchase of replacement for the Roku store.  I would think 1. The units should last longer, 2. The warranty should be longer, 3. You should offer more discount on a bad unit, maybe based on how old it is, like 50% in year 2, 40% in year 3, etc….

[RokuJechealR · Accepted solution]

Hi @TomFromNH,

Thanks for following up!

We appreciate you letting us know about this and sharing your thoughts; we value your feedback as our valued customer.

We always aim to provide our customers with the best streaming experience and convenience when using our services. We'll pass this along to the appropriate Roku team for review. Who knows, you may see your suggestion implemented in a future update.

You can always check our blog for the latest news and updates. Once again, thank you so much for your feedback; we value your input.

All the best,
Chel