Solving playback issues

[AJHYDE]

I have a Roku Ultra 4670 that is unresponsive. No lights, so sounds, no output to TV, but the power adapter appears good (!2 VDC at the connector that plugs into the Roku. Any ideas?

[RokuMary-F]

Hi @AJHYDE,

Thanks for posting in the Roku Community!

We recommend taking a look at the troubleshooting steps provided by our Support page here: What to do if your Roku® streaming player will not power on | Official Roku Support

If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team looks into this problem. Kindly include the serial number of your Roku device so we can assist further.

Keep us posted and we'll continue assisting from there if needed.


Best regards,
Mary

[AJHYDE]

Hi,

Tried the support page process, still nothing. Device serial # is KX9983303889.

[AJHYDE]

Hello,

Any direction on next steps? Roku unit still down.

[AJHYDE]

Hi Mary,

Any additional direction on this? Looks to be the Roku device. Serial # provided in a previous reply.

Thanks,

Allan

[renojim]

@AJHYDE, you can't really test a power adapter with no load on it.  It's possible that it reads 12V with nothing connected, but as soon as you connect a load it drops significantly.  If you have another Roku device that uses the same adapter you could give that a try or purchase a new adapter.

I don't want to speak for @RokuMary-F , but it's likely your Roku is no longer under warranty and there won't be much Roku can do.

[RokuMary-F]

Hi @AJHYDE,

Thanks for following up.

I have passed along your information to our Support team. They will follow up and assist you via email.
We appreciate your patience in the meantime.


Best regards,
Mary