Solving playback issues

[JV79]

Roku stuck on purple start up screen bouncing letter have tried everything suggested even factory reset this happed right after an update please help

[RokuEmmanuel-D]

Hi, @JV79.

Welcome to the Roku Community!

Thanks for sharing this with us. We understand how frustrating this issue can be and we'd like to be able to help you investigate this matter. 

Could you please provide the following information below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

We are eager to get you back on streaming. Please get back to us so we can sort this out quickly. 

Thanks,
Emman

[Rawy]

Any advice @RokuEmmanuel-D 

[RokuEmmanuel-D]

Hi, @Rawy.

Thanks for asking!

The Roku team is still investigating this issue, and we're still in the process of gathering more information on all affected devices. 

For additional visibility, could you please provide the requested device details below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Please get back to us soon. 

Best,
Emman

[Newtostreams]

Having the same issue.

New 4k streaming stick on setup went to roku screen

Cannot factory reset

Remote doesnt connect.

New bateries

Tried to re-pair remote.

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @Newtostreams!

We appreciate you letting us know that you're experiencing an issue with your Roku, and we'd like to help you investigate this matter. 

Could you please provide a photo or short video of it happening so we can further look into this? We would appreciate it if you could provide one. 

We are looking forward to your response. 

Best,
Emman

[Gordjcb]

I am having the same issue. I got the roku ultra for Christmas and when I went to set it up it gets stuck on the purple Roku screen. I tried getting the tracker ID but because I was never able to set it up in the first place I can’t use the remote or navigate at all. Very frustrating please help.

[RokuEmmanuel-D]

Thanks for chiming in, and welcome to the Roku Community, @Gordjcb!

We appreciate you letting us know about this. We completely understand how frustrating this issue can be, and we're here to help you with this. 

To ensure that no steps are left undone, you may visit this support article on how to factory reset your Roku device properly so we can set it up again. 

Please let us know if you need additional support to speed things up!

Best,
Emman

[Newtostreams]

Tried factory reset.  Still cant get past language, wifi and software update.

Tried different tvs, different power supply and different wifi.

Mulriple software uploads.  Seems to be in a boot loop.

not much left to do.

Returned stick today

[RokuEmmanuel-D]

Thanks for keeping us posted, @Newtostreams!

We're sorry to hear that you're still experiencing it. By any chance, do you have any photos of the exact behavior of the device so we can dig deeper into it? 

Best,
Emman