Solving playback issues

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dragonklaw1963
Reel Rookie

New roku ultra device blanking out

My new ultra device keeps blanking out constantly. Just got it today and unplugged the old roku 3000 using same hdmi port for new one. If I touch a button it does it or I tried going into an app to start a program. Same thing off/ on etc…. Is it a faulty device??

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7 REPLIES 7
Streamer317
Roku Guru

Re: New roku ultra device blanking out

@dragonklaw1963  Where did buy it from? Is it plugged into the wall? If you just bought it then return it for another 

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dragonklaw1963
Reel Rookie

Re: New roku ultra device blanking out

Bought it directly through roku in offers on my old device and it’s plugged into my surge suppressor 

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RokuMary-F
Community Moderator
Community Moderator

Re: New roku ultra device blanking out

Hi @dragonklaw1963,

Thanks for reaching out to the Roku community!

We'd like to take a closer look to see if there's anything else we can suggest to help.

As a first step, we recommend restarting your Roku device, you can either unplug the power cable, wait a moment, and then reconnect it. Or you can use the following steps to restart it from the Settings menu.
>Press Home  on your Roku remote
>Scroll and select Settings
>Select System
>Select Power. If you do not see a Power submenu, skip to the next step.
>Select System restart

In addition, please try to connect to a power outlet in the wall using the USB power adapter that came with the Roku.

If you are still having any issues with your Roku Ultra after following these steps, please provide the serial number of your Roku device so we can assist further.

Please keep us posted.


Best regards,
Mary

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dragonklaw1963
Reel Rookie

Re: New roku ultra device blanking out

I just replied to your email but wanted to reach out here as well. Tried all of the above and it’s still blanking out. Serial number is. X01000UG1V16. Device ID. S02A21DG1V16

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RokuMary-F
Community Moderator
Community Moderator

Re: New roku ultra device blanking out

Hi @dragonklaw1963,

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.

We appreciate your patience for the time being!


Best regards,
Mary

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dragonklaw1963
Reel Rookie

Re: New roku ultra device blanking out

Your tech finally reached out today trying to tell me that you they have been trying since you told me to hang tight. Now I’m being told to do the same things over and over again. At this point someone needs to reach out to me in a different format 

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Streamer317
Roku Guru

Re: New roku ultra device blanking out

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