Solving playback issues

[jennieyc]

Hello,

Last night the Roku device just stopped working completely it would not connect to anything. It kept asking home or dorm all of a sudden. I did a factory reset after trying everything else and now it is saying cannot update and nothing happens. 

[jontalk]

What model Roku and is it plugged into a surge protector? If not, its possible your power flicked on and off and ruined it. That said, its an electronic device and there's no such thing as them lasting forever 🙂

[RokuJohnB]

Hi @jennieyc,
Thanks for posting in the Roku Community!
We understand that you're having a problem with your Roku device since it can't update the software. We would be more than happy to look further into this issue, but will need more details. Can you please provide us the following information:

• What error message or code are you getting after trying to connect to your network?
• How far is your Roku device from your network router?
• How are you trying to connect to your network, it is via wired or  wireless connection?
• Did we recently make any changes to your network or network provider?
• Do you have cellular data so we can try connecting your Roku device to your hotspot?

Once we have this information, we will be able to assist you further.

Best regards,

John