Solving playback issues

[eischech]

I have Streaming Sticks+ in two TVs. This morning, one of them showed up as "offline" on my home wi-fi network. The problem seems to be in the stick itself: (1) the power light is not on, but (2) when I plug that power cable into the other stick, its light comes on and it works fine when I plug it into the HDMI port.

Is there a way to diagnose and reset the stick that's not working, or do I simply have to replace it?

Thanks --

[renojim · Accepted solution]

If no light comes on when you connect the power then it sounds like a dead stick.  You can try locating the reset button and with the power connected hold the button in for no less than 30 seconds.  If nothing happens then I'd say that stick is dead.

[RokuKariza-D]

Hey @eischech

Thanks for posting here in the Community!

Could you tell us how the affected Roku Streaming Stick+ is powered? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Please keep us updated.

All the best,
Kariza

[eischech]

Thanks, Resetting it as you suggested, with the power on, did *not* bring the power light back on, so it looks as though the stick is dead. 

[eischech]

Thanks. The power cord & adapter are, & have been all along, plugged into the wall. Or, rather, into a power strip that's plugged into the wall and also has the TV and cable box plugged into it. The TV and cable box work and, as I mentioned, our other Streaming Stick+ works when attached to this power cord & adapter, So I doubt it's a low power problem.

[RokuKariza-D]

Thanks for the response, @eischech

For further assistance, please reply here with the serial number/device ID of the affected device. It can be located at the back of the stick itself.

All the best,
Kariza

[eischech]

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@RokuKariza-D wrote:

Thanks for the response, @eischech

For further assistance, please reply here with the serial number/device ID of the affected device. It can be located at the back of the stick itself.

All the best,
Kariza

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The device that's not working is SN 21304A358913, Model 3810X.

Since the power cord seems to be ok (see my earlier reply that my other Streaming Stick+ works properly when it's plugged into the bad one's power cord), can I replace only the bad Streaming Stick without buying the whole package (stick and power cord)?

Thanks --

[RokuKariza-D]

@eischech

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

All the best,
Kariza

[eischech]

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@RokuKariza-D wrote:

@eischech

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

All the best,
Kariza

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Thanks --

eischech