Solving playback issues

[Jonashell18]

I have tried resetting my device multiple times. Leaving it unplugged for some time. I can not get it to leave the bouncing logo screen. I have an Express 4k+. Please help!

[Ello2022]

What model is your Roku? When did you purchase it? Where did you purchase it from? 

[Jonashell18]

Model is 3941X. Bought it on Amazon in October 2021

[Ello2022]

Was it refurbished or new? If it was new then you fill out a warranty claim. 

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

[RokuKariza-D]

Hi @Jonashell18

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

[Jonashell18]

I have always used the power cable provided and had it in an outlet 

[RokuKariza-D]

@Jonashell18

Appreciate the prompt response.

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

All the best,
Kariza

[Jonashell18]

SN is SO7P218PNGX6

[RokuKariza-D]

@Jonashell18

Thanks for the reply.

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

All the best,
Kariza