Solving playback issues

[akc5247]

Tried reset using remote

Tried the reset option using home/up arrow, etc as well.

No change. Tried connecting the roku box to a different power outlet, different hdmi cable, different TV. No change again.

Any thoughts from anyone who has been in this situation before?

Want to try all options before purchasing another Roku unit again. I have had this 4802x for maybe 6 months. This is disappointing for a fairly new unit.

[RokuArjiemar]

Hi @akc5247,

Thank you for reaching out to the Roku Community!

We appreciate you letting us know about this and your attempts to troubleshoot this issue.

What device are you using right now?

• How are you trying to connect to your network? Is it via a wired or wireless connection?
• Did we recently make any changes to your network or network provider?
• How far is your device from your network router?
• How are you powering your Roku device?

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[akc5247]

4802x is not being used because, well, it is stuck at Roku bouncing logo screen.

I have both wireless and wired connections and they both used to work fine with Roku. No changes in the network and or placement.

Roku box is located about 1 feet away from the router. The router and modem have been rebooted to ensure they were not the issue.

All my other devices are commecting fine to the internet, so it is definitely an issue only with Roku 4802x.

My TV is LG 4k 65". Tried it on Samsung 32" HD normal tv as well and issue persists across whichever TV i tried this on.

[RokuArjiemar]

Hello! @akc5247,

Thanks for the post,

• Have you tried doing a factory reset on your Roku device?
• Do you have cellular data, so we can try connecting your device to your hotspot?

If you cannot control your device or it is completely unresponsive, you can perform a factory reset using the physical Reset button on the device. Once the reset button is located and your Roku device is powered on, press and hold the reset button firmly for about 10 seconds. When the factory reset is complete, the indicator light will blink rapidly on most Roku devices.

Let's see how it goes.

Thanks,

Arjiemar

[akc5247]

Sure, i can try that.

Can you confirm if the reset button is the one on the back of the remote?

My unit is USB chargeable, so no battery compartment.

[renojim]

@akc5247, the reset button referred to is on the Roku device.  The button on the remote is a pairing button.

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

[akc5247]

Thanks.

Tried hard reset from the Roku box and no change.

Now I don't even see the bouncing logo. it is not even detecting a. signal.

Tried 2 different power outlets, different HDMI cables, with/without ethernet, used hotspot - and nothing.

[renojim]

@akc5247, if it's only 6 months old, it's probably time to look into a warranty replacement:

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