Wi-Fi & connectivity

[tldb1]

I purchased a Roku Express 4K+ in March 2023.  Set up went well and it worked up until 3 days ago.  It won't connect with TV.  I have gone through all the steps to try and make it work.  The best that I can get is disconnecting the power, reconnecting, pushing the home button on the remote and the Roku logo will bounce on TV screen for about 15 seconds then disappear.  This is ridiculous for a 3 month old device to no longer work.  The remote works, turns on tv, mutes tv, etc.  Reset wifi, reset Roku, plugged into wall. Any help would be great.  At this rate, I will not be suggesting Roku to anyone!

[RokuJechealR]

Hi @tldb1,

Welcome to the Roku Community!

Sorry to hear about the issue you are experiencing; that is not what we aim for. Try using another power adapter. (Any 5 volt, 1 ac cell phone charger adapter should work.) 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 out of power can lead to instability, crashes, and other unpredictable behavior.

If the issue still persists, we suggest trying to use an HDMI Extender.

Keep us posted on how it goes.
Best regards,

Chel

[tldb1]

I am using power adapter and HDMI cord provided with Roku. ( I did change the cord, but still not working) Best I can get is the Roku logo bouncing in black/white for about 10 to 15 seconds, then nothing.

Frustrating, especially since I decided to upgrade to a nice Roku.  My cheap one is several years old and works just fine. 

[RokuJechealR]

Hi @tldb1,

Thanks for following up!

We would be more than happy to look further into this issue, but we will need more details about what you are seeing. We recommend starting here to troubleshoot your issue. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• Steps to reproduce the issue you are seeing.
• Screenshot or video of the issue occurring (when possible).

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.

All the best,

Chel