Solving playback issues

[ruffinifam]

Holding reset for 30+ seconds did not fix it

[renojim]

@ruffinifam, are you using the supplied power adapter or do you have it plugged into your TV's USB port?

[ruffinifam]

The supplied power cord. I held the reset button for a full minute this morning and STILL have the bouncing ROKU.

[RokuMary-F]

Hi @ruffinifam,

Thanks for posting in the Roku Community!

If this issue is not resolved with your Roku device that stays on bouncing logo , please let us know along with any additional information you may have that would be helpful for our team to assisting you further in this problem. Please include the serial number/device ID of your Roku device.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[ruffinifam]

@RokuMary-F is it safe to post my serial number in a forum like this or should I email it?

[RokuMary-F]

Hi @ruffinifam,

Thanks for the response.

Please feel free to send me a private message with the serial number of the Roku device from Settings > System > About along with a summary of the issue you are experiencing.

Once we have this information, I'll be able to pass it along to our Support team who can assist you further.


Best regards,
Mary

[ruffinifam]

I can’t get to it thru the method you mentioned because I can’t get past the bouncing ROKU but I had my original box so I sent what I think is the serial number via private message.

[RokuMary-F]

Hi @ruffinifam,

Thanks for reaching out and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

We appreciate your patience for the time being.


Best regards,
Mary

[MMSquared]

I am having the exact same issue none of the previous fixes worked. What can I do? 

I turn on the TV I see the red Roku screen then when it goes to load the Home Screen it goes black. I can hit Netflix button on the remote and use Netflix fine (same as the other buttons on the remote) the only thing not working is the Home Screen. 

[Flode]

I to have a device stuck on the bouncing Roku.  I have followed all of the suggestions.   I swapped out the device and it worked normally. SN:SO7P218MKAE.  Please advise.