TVs & players

[Et2]

Model: 3820X2 SN: s0jc334mtppv

[HDMIGuy]

@Et2 When you hit the home button on the Roku remote can you see the Roku home screen on your TV?  If you can I would first go to settings and restart the Roku stick.  If you still do not get any video I would try a factory reset.

[Et2]

Sorry for the late response 🙏🏽 still no video how to factory reset

[RokuRiamie-D]

Hi @Et2,

Welcome to the Roku Community!

Thanks for bringing this to our attention that your Roku Streaming Stick 4k has no sound and video. We would be more than willing to assist you with this.

For us to look closely at this issue, we would like to know the following:

• Does this happen when you are trying to play a channel? If so, does this happen from all of the channels or only for specific channels?
• How long have you been experiencing this issue?
• Did you receive a software update before you experienced the issue?

In the meantime, I highly suggest you to try the following:

Restart your Roku device:

To restart your Roku device, you can either unplug the power cable, wait a moment, and then reconnect it. Or you can use the following steps to restart it from the Settings menu.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

If the issue persists, proceed to the next steps.

Reset the network connection:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Advanced System settings
4. Select Network connection reset
5. Select Reset connection

After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

Please keep us posted.

Regards,
Riamie