Solving playback issues

[RokuTakashi]

@mlm661,

We will just be needing some additional information regarding your Roku Express 4K+. Could you please confirm with us the Device ID, Serial Number, and Model Number of your Roku streaming device that you are having issues with? 

We look forward to hearing back from you.

All the best,
Kash

[mlm661]

Where is the device ID located? 

[RokuTakashi]

We appreciate the details @mlm661,

We have tapped our Support team, and they are well-informed about your concern and information regarding the issue you've experienced with your Roku streaming device. Kindly keep an eye on your email address since they will be reaching out to you from there to assist you further.

Your patience and understanding are greatly valued.

All the best,
Kash

[rfp622]

I am powering the device by the power plug that came with the Roku device. 

[RokuJanadeeK]

Thanks for keeping us in the loop @rfp622,

It seems that you did a tremendous job troubleshooting this concern. At this point, we'll recommend trying to perform a workaround with HDMI ports and observing if there's a difference. After a reset, if nothing works, please provide us with additional information, such as the device ID, since the model number and S/N were already provided previously.

Your response regarding this matter is highly appreciated.

Sincerely,
Janadee

[rfp622]

After a reset the device powers on, but there is no display output to the TV. I have tried multiple TVs with different HDMI cables. 

FCC ID is TC2-R1044, if there is a different ID that shows when the device is on in the setting I cannot get to that ID as the deivce has no output. 

S/N SOHAK2A3NJX9

Model: 3941X2

Regards,

Sean

[RokuJohnB]

Hi @rfp622,

Thank you for updating us!

We will be more than happy to assist you further with this issue that you're experiencing with the Roku streaming stick. When and where did you purchase the Roku device? 

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

Thanks,

John

[rfp622]

I purchased the device June 16th 2023 from Amazon. 

Invoice number 113-8769422-7963413

[RokuJanadeeK]

Thank you so much for keeping us in the loop, @rfp622.

Kindly send us a PM here at the Roku Community since we'll need personal information for this concern.

We'll wait for your response from there so we can continue assisting.

Thanks,
Janadee