Solving playback issues

[rec4938]

The 2 year old streaming stick I have won’t get past the purple Roku title screen. I bought a 4K streaming stick yesterday and once it automatically updated, none of the channels showed picture… only audio.

Can you please help me downgrade back to version 10?

Model: 3820X

Serial number: X01700MAHUDX

Software: 10.5.1 build 4059-CU

[RokuDanny-R]

@rec4938

Thanks for the post.

How are you powering the Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet?

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

Thanks,
Danny

[rec4938]

Hi Danny. The Roku is plugged into my TVs HDMI port, which also connects to the wall outlet.

[RokuDanny-R]

@rec4938

Thanks for the follow up.

Have you tried performing a factory reset on your Roku device? 

For more information about how to perform a factory reset, visit our Support page here: Factory reset your Roku

Please keep us posted what you find out.

Thanks,
Danny

[rec4938]

Yes, I did a factory reset this morning to no avail. All channels work fine until I try to play something. Audio works, screen is black.

Can we please skip the troubleshooting and just revert my device back to version 10? That worked with my other device.

[Leeks]

did your roku get downgraded