Solving playback issues

[midnight2]

I have r\tried all the options suggested and the screen is still frozen.  Please let me talk to a live person !! This is a brand new streaming device.

[renojim]

@midnight2, if your device qualifies you can try chat at https://support.roku.com/contactus .  If it doesn't you can get help here or assume it's a faulty device and return it.  Phone support is not available.

Step-by-step instructions for returns and warranty replacements | Official Roku Support

[RokuMary-F]

Hi @midnight2,

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. Are you using a Roku TV or a Roku device?
2. Does the issue only occur on a specific channel or all channels on your Roku device?
3. How long has the issue been occurring?
4. What specific troubleshooting steps have you taken so far to try to resolve the issue?
5. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?

With more information, we will be able to assist you further.


Best regards,
Mary

[jebratt]

Like others in this thread have posted, my Roku Hisense television is not working... I have tried several times unplugging the system (and waiting) and changing the batteries on the remote... I have tried plugging the HDMI cable into different ports... Nothing seems to work as the system is frozen on the same screen, "Hisense - Roku TV"... I would like to know how to resolve this issue? Also, is the problem the Roku television itself or the Roku remote?

[renojim]

@jebratt, have you tried a factory reset?

How do I factory reset my Roku® streaming device? | Official Roku Support

You may have to contact Hisense as they're the manufacturer of the TV.

Where can I get support for my Roku TV™? | Official Roku Support

The remote wouldn't have anything to do with what you're seeing.

[PC65]

Left my tv unplugged overnight. Plugged everything back in. Screen is still frozen. That 2 days now 

HELP

thanks

Pat

[RokuNimfa-C]

Hi @PC65, 

Thanks for reaching out here in the Community. 

I'd be happy to help you get back to streaming. A few questions here to better understand what you're experiencing: 

1. Are you using a Roku TV or a Roku device?
2. Are you stuck on a specific screen?
3. If you have a Roku streaming device, have you tried to plug it into another HDMI port or if possible another TV to see a difference?

Keep us posted. With more information, we will be able to assist you further.


Regards,
Nimfa