Solving playback issues

[lacywoman2468]

Every time I try to change the volume it shuts down

[RokuDanny-R]

@lacywoman2468

Thanks for the post.

Can you please provide more information about the issue you are experiencing? What specific Roku model device are you using? How are you powering the Roku device? Is the device plugged into the TV USB port or is it plugged into a wall adapter? What are the steps to reproduce the issue?

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

Thanks
Danny

[lacywoman2468]

Hello Danny.  Thanks so much for replying to my post.  I have been going crazy and not getting any help from anyone.  I have a Roku Express 4+.  It is hooked up to a regular HTMI port to my flat screen tv.  It doesn't happen every time but like every 15 minutes or so.  When I hit the up volume the screen goes black.  There is no sound.  The remote doesn't work at all.  Then after about 15 minutes the screen comes back on to the home screen.  I have tried all suggestions like unplugging everything and resetting the Roku little black box.

[RokuDanny-R]

@lacywoman2468

Thanks for the follow up.

Can you please provide the answers from my previous inquiry? How are you powering the Roku device? Is the device plugged into the TV USB port or is it plugged into a wall adapter? Are you able to use the remote prior to this issue occur? Does the remote just become irresponsive once the screen goes black? When this issue occurs, is there a light on your Roku device?

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

Thanks,
Danny

[lacywoman2468]

Hello Danny. The Roku device is powered with the power cord plugged into the back of the little black box and then to the electric wall socket.  The Roku little black box is plugged into the tv HDMI2 port on the back of my tv.  Yes I was able to use the remote before.  It seems to go out sometimes like every 15 minutes whenever I hit the up button for the volume.  Yes the remote becomes unresponsive once the screen goes black.  The light goes out on the Roku device once the screen goes black.  It seems to occur when ever I move the Roku device too.  I tried three different HDMI cables so it is not that.  I think it is the Roku device it self.  Is there a way for you to send me another Roku Express4+ device to replace the one that is not working properly.  Then I can send the one that I have back to you.   

[RokuDanny-R]

@lacywoman2468

Thanks for the follow up.

Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[lacywoman2468]

The serial number for my Roku device XOO4OOU77GPV.  And can you tell me what version of Roku I have by the serial number.  I didn't save the box and I can't remember what it was.  Thank you.