Solving playback issues

[jlhorton77]

This device was purchased within the last month. It has worked very well, then stopped loading.

It is stuck on the bouncing ROKU screen.  

I have tried pressing the reset button.

I pressed the reset button and held it for 45 seconds (well beyond the recommended 30 seconds from other posts)

What are my next troubleshooting options?

If it cannot be repaired, is there a return option to get a new one?

[renojim]

Are you using the supplied power adapter and not the TV's USB port?  If so, try another power adapter from a phone or tablet or even the TV's USB port.

[jlhorton77]

I tried the 30 second reset with the device plugged into the USB port on the television as well as with the device plugged into the power adapter.  Neither have changed the bouncing ROKU screen.  

Is there a next step?

[renojim]

Have you tried a different HDMI input on the TV?  Do you have another TV you can try it on?  The next step may be to explore a warranty return:

https://support.roku.com/article/208757058

[jlhorton77]

I tried it on another television with both the USB and the power adapter.  It did not work for either option.  I believe it has a device failure.  

What is the steps I need to take for a replacement?  I have the receipt of purchase, but I do not have the original packaging.

[jlhorton77]

What is my process for a warranty claim?  I have my receipt, but it will be beyond a month in a couple of days. Please respond.

[Tivoburkee]

Are you using the original usb cable with the bump in the middle? That is what the remote and internet connection communicates with roku itself, without it you have no remote control or internet on the stick and it will stay on the bouncing roku. If you're using it it maybe bad?  

[jlhorton77]

Yes, I am using the cord provided in the Roku box. It does have the bump in it. 

Bottom line, I set it up and it worked for 2.5 weeks.  Then it wouldn't load anymore. I have tried all of the troubleshooting requested. None of it has provided a solution.  I would like to exchange it for another device if possible.  

What is the warranty procedure?  

[Tivoburkee]

Let's see if @RokuDanny-R can help?