Solving playback issues

[Lalles0512]

I’ve unplugged and replugged and tried a different outlet. I have also tried a different outlet. I cannot get my roku ultra to stop reloading the purple roku screen and it’s continuous. I’ve also restarted my internet. 

[makaiguy]

• @Lalles0512-

First introduced in 2016, to date there have been a total of 8 Rokus released under the Ultra product name, with increasingly enhanced features and capabilities.  Which model do you have?  The model numbers for each can be found via Settings/System/About or by checking your linked devices via https://my.roku.com.  ["My bad".  This iteration of the Roku account pages just shows you Model names but not numbers.]

There have been a number of user-reported problems with the latest release, model 4850.

[Lalles0512]

I cannot get that far on my roku to look at settings. I looked back and I bought it in 2020. Not sure that helps.

[RokuEmmanuel-D]

Hi, @Lalles0512!

Thanks for flagging this here in the Roku Community!

We understand that you are experiencing unexpected behavior with your Roku Ultra. We are here to examine the issue you are facing more closely. 

We would like to explore this issue further to identify its root cause. Could you please provide the information outlined below?

• When did you notice this issue started?
• What specific troubleshooting steps you have tried so far? 
• Have you received any software updates prior to this happening?
• Can you provide a photo or short video clip of the incident?

In the meantime, we suggest trying it on a different TV or using different HDMI ports on the TV to see if that makes any difference.

We are looking forward to your prompt response. 

All the best,
Emman