Solving playback issues

[Ricketts77]

Hey there,

It happened in middle of watching a show and now immediately at startup and won’t ever get past the Roku startup screen, just keeps cycling through it over and over. 

Sadly no way to check OS, access my settings so the the Roku never fully booting up. 

[RokuEmmanuel-D]

Hi, @Ricketts77.

Thanks for sharing it here in the Roku Community!

We understand that you're encountering playback issues when trying to stream on your Roku Express. We're here to sort this thing out for you. 

How is your Roku powered up? Is it connected directly to the TV's USB port or directly to the power outlet? We have to make sure that the Roku is sufficiently connected to a power source to avoid these kinds of problems. 

Also, could you please inform us when this issue first started? 

We are anticipating your prompt response. 

All the best,
Emman

[Ricketts77]

It’s been powered by TV’s USB since purchase. But when it started malfunctioning the other day I plugged it into the 110v power source just to rule that out and issue still existed. 

Issue started on 10/27/24 was when I noticed it. 

[RokuEmmanuel-D]

Thanks for the additional information, @Ricketts77!

We truly value your effort in providing these extra details. However, to investigate this matter more thoroughly, could you share the Serial Number of your device so we can examine the specific device that's experiencing an issue? If you're unable to reach the Settings Menu, you can find it on the back of the Roku device.

Thanks in advance for the details that you may provide. 

Regards,
Emman

[Ricketts77]

Hey, 

The SN on device is K43061387521

Thanks,

Steve 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Ricketts77!

Thank you for taking the time to provide these important details. Your input is invaluable, and we will be passing this information along to the appropriate team, who will integrate it into their ongoing investigation. We truly appreciate your patience and understanding as we diligently work towards a resolution to this issue.

Please let us know if you need further assistance. 

All the best,
Emman