Solving playback issues

[RokuMary-F]

Hi @Nyyalatham777,

Thanks for your first post in the Roku Community!

We would be happy to look further into this issue but will need more details. Can you please provide us with the following information:

1. What Roku model device are you using?
2. Are you being prompted with an error message?
3. Is there a light showing on your device?
4. How are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables?
5. Have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?

Note: Never post any personally identifiable, private, or sensitive information publicly, including passwords, email addresses, or payment information. Community content is visible to all Community members.

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

Best regards,
Mary

[Quonji]

Same here I have troubleshooted this unit and im in disbelief bought it a year ago couldn't get it going got sidetracked streamed on another device and today was dead set on getting it going the tell tale sign that its a defective unit right out of the box is when u hold reset button in and the white light never blinks to indicate it was factory reset but of course tried different cords and tv screens even this is dead out of the box here is the kicker this is my second Roku device the first one at least worked a year before dying no light ever came back on . I absolutely will not spend money again this unit never worked I need to talk to someone in customer relations perhaps ?please contact me directly regarding this mishap my model # is 3700X and Serial 7G26A4522284 aka DOA please make this right anyone in support

[RokuMary-F]

Hi @Quonji,

Thanks for your first post in the Roku Community!

We appreciate you letting us know about this issue with your Roku Express. We apologize for any inconvenience this has caused and we will work with you to know what went wrong so we can assist you further and fix the issue.

Can you please verify how are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables? In addition, have you tried using another HDMI port on your TV to see if you are seeing the same issue?

If the behavior continues, review the suggestions for determining why What to do if you cannot see the picture from your Roku® streaming player on your TV | Roku

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[17BESTENGL]

SN: S00820536FT5

[RokuERey]

Hi @17BESTENGL,

Thanks for your first post here in the Roku Community!

To better understand the issue you're running into. Could you tell us more about this? Are you seeing the same issue occur? When did you start seeing this problem? What are the troubleshooting steps you've taken so far to resolve this?

Let us know more about this so that we can further investigate it. Thanks!

Best regards,

Rey

[Quonji]

Good afternoon again sadly I bought a Roku Express. Sadly it was literally dead on arrival and it was sooo frustrating troubleshooting I put it aside and forgot to reach out for a replacement was hoping Roku would make this right but I was wrong my family and I just can’t ever suggest Roku to anyone that asks or is in the market it’s very clear by looking at all the folks online when we google about factory recall that ran into same exact issue,  it simply doesn't power on, no power light obviously tried reset button new power cord just a dead unit here very alarming that Roku sold me this directly from their own website shocking any other company would make this right 

[RokuERey]

@Quonji,

Thank you for keeping us informed!

We have passed along your information to our Support team. They will reach out to assist you further.

Feel free to let the Community know if you need anything else.

Thanks!

Rey

[Khadija96Roo]

Mine did the exact same one minute was working then just stopped the light comes on but does not connect to the TV done the reset nothing happened took all plugs out blowed into all the sockets in case dust was in there left unplugged for 2 minutes changed hdmi in the TV still nothing I have light on the Roku box but still just blank on the tv

[Khadija96Roo]

Hi,

The Roku box I am using is the small white box with control no there is no message its just a blank TV screen it comes up with the hdmi you are on but that is all it it is plugged in to a hdmi port in the back of the TV and has a plug as well I have tried a different hdmi port I only have one TV so unable to try it on another 

[RokuTakashi]

Hi @Khadija96Roo,

A warm welcome to the Roku Community!

Thanks for letting us know about the experience you had with your Roku streaming device, and we sincerely apologize for the trouble it caused. To better understand, could you please send us an image when the issue occurs? Also, when did you first notice this issue?

With more detailed information, we'll be able to assist further.

All the best,
Kash