Solving playback issues

[Twarnie]

Hi

I just purchased a Rocu 3820EU2 - Streaming Stick 4K. 

I set it up on my TV. It connects to the internet beautifully and connects to the 2.4 GHz with no issues, however when I press play nothing starts. Just a little image of the show appears on the right, top hand corner with he rest of the screen being purple. 

I have turned off my internet, and switched it back on again, changed internet service and ser up my account. Nothing is working. 

Please, is anyone able to help me?

Twarnie

[RokuEmmanuel-D]

Hi, @Twarnie.

Welcome to the Roku Community!

We understand you're experiencing playback issues with your New Roku Streaming stick. We'd be more than happy to take a closer look at this.

Could you please specify if it is happening on all channels or only on a specific channel? If only to a particular channel, kindly tell us what channel this problem affects. Also, have you tried rebooting your Roku? Rebooting it might bring back the regular operation of your Roku; you can do that by:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

If the problem persists, please let us know and provide your latest software version (It can be found by going to Settings > System > About.)

In the meantime, you can also visit this support article: How to resolve a channel playback issue.

Let us know what you find out.

All the best,
Emman