Solving playback issues

[yzenil13]

Hello. My Roku Express is doing the same thing. I’ve factory reset and still not working. It gets to update and then it will “restart” by only flashes Roku and it’s off. It won’t turn back on. Please advise. 

[Roberty]

Leave it completely unplugged for a couple of days from both power and the TV and then try it again. That's the only way I could ever get mine to work after the update. Just unplugging it for a few hours wouldn't do it - I kept it unplugged for a full 48 hours and then it worked after that and updated fine. Still running fine.

[RokuMary-F]

Hi @yzenil13,

Welcome to the Roku Community!

Thanks for sharing your experience! I have a few questions to better understand the behavior you are seeing: 
1. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
2. Do you observe this behavior while using any other channel(s) on your device? 
3. Have you tried restarting your Roku player, go to Settings > System > System restart. If you have a Roku TV, Go to Settings > System > Power > System restart > Restart and unplug your TV for 10-15 minutes then plug it back in to see if that clears things up?

If it isn't resolved for you, let us know your device model and your software version, found under Home > Settings > System > About.
With more information, we will be able to assist you further.


Best regards,
Mary

[yzenil13]

@RokuMary-F  - I turn it on and it asks for language then my wifi then says needs to update and it will auto restart. It will say restarting and then Roku flashes and then nothing. I have no way of doing anything you’ve asked since it won’t go past the update. 

[yzenil13]

@Roberty  - I’ll be trying that next. Appreciate your response. 

[RokuMary-F]

Hi @yzenil13,

Thanks for the response.

If the issue still persists, please provide the serial number/device ID found directly from the Roku device. For some players, the serial number or device ID is printed on a product label and attached to the bottom of the player. On other players, the serial number or device ID is printed directly on the bottom of the player.

Once we have this information, we will be able to assist you further.


Best regards,
Mary

[yzenil13]

@RokuMary-F  Hello - Here is the serial number I found directly on the device: C33933555359. Please advise what do. None of the instructions provided have worked. 

[yzenil13]

@RokuMary-F  - Hi. Do you have any assistance to provide? Did I give the correct serial number requested? Please advise. 

[RokuDanny-R]

@yzenil13

Thanks for the follow up and providing us with your information.

I have passed along your information to our Support team. They will follow up and assist you.

Thanks,
Dann