Solving playback issues

[dondiego101]

Thanks Mary.

[jag3]

Roku has a thermal issue with its chip which cross-talks when it gets hot. This cross-talk pathway increases over time because of oxide degradation on the chip circuitry. Roku never addresses this because they are incapable of doing failure analysis. They instead are trying to sell a standoff thereby allowing air to flow on all sides. You can do just as well by allowing the Roku to hang in midair by the RJ45 plug.

[Rtripath]

Hi Mary

I have the exact same issue with my Roku Express 4K+, when I got the unit beginning of September then it installed just fine and worked, I went out of town for two months and now the unit has stopped working. I have reset it, moved it off power and reconnected, changed the hdmi ports, the dancing Roku icon appears when I take the power on and off and on again and then no signal. I changed to this unit from my older Roku which was working just fine because Roku said the support for the older version was ending, I kind of feel cheated now.

rohit

[RokuMary-F]

Hi @Rtripath,

Welcome to the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running. A few questions here to better understand what you're experiencing:

1. How are you powering your Roku device?
2. Is the device plugged into the TV USB port or is it plugged into a wall outlet?
3. Have you already tried performing a factory reset on the device to see if you can get past the bouncing Roku logo screen?
4. As a last resort, if you are still experiencing an issue, we would recommend disconnecting your wireless network, then rebooting your Roku device to see if your Roku device is experiencing the same issue. Once the device is getting past the bouncing logo screen, try reconnecting your wireless network.

For more information about how to factory reset your Roku device, visit our Support page here: How to system restart or factory reset your Roku streaming device | Official Roku Support

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[Rtripath]

Hi Mary

The device is powered using the power adapter that came with the unit, it is connected to a power strip and then connected to the TV by HDMI. I have tried factory reset button but still no luck, same behavior, the dancing ROKU logo appears and then nothing, no signal. Tried different ports as well.

Rohit

[RokuMary-F]

Hi @Rtripath,

Thanks for the quick response.

Please try to connect to a power outlet in the wall using the USB power adapter that came with the Roku. In addition, In addition, we recommend rebooting both your wireless router and your Roku device.

Please try doing this and see if it helps with what you're experiencing.


Best regards,
Mary

[Rtripath]

No luck, the issue still persists. I am kicking myself that I got rid of my older model of ROKU, at least it was functional, this new 4K unit is really a let down.

[RokuNimfa-C]

Hi @Rtripath,

Thanks for the update.

Allow me to assist you. We appreciate for testing and sharing the result with us. Can you please provide the serial number of your Roku device? This can be located at the back of the device itself. I'll be able to pass it along to our Support team who can help us further.

We'll keep an eye out for your response.


Regards,
Nimfa

[Rtripath]

serial number for the Roku is 

SN: S07P2236MP8D

SKU# 3941R

I hope we can get this resolved, else it is time for me to cut my losses and perhaps move to Apple TV

[RokuNimfa-C]

@Rtripath

Thanks for keeping in touch and providing the information. 

I have forwarded the information you provided to the Support team, and they will reach out to you via email to continue assisting you from there. If you have any additional questions or concerns, please don't hesitate to let us know. We are here to help, and we will do our best to assist you in any way we can. 

Thank you for your patience as we work to resolve this issue.


Regards,
Nimfa