Solving playback issues

Find troubleshooting tips and resources for Roku playback speed issues, HDCP messages, power issues, and more. Join the community discussion for assistance.
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midnight2
Newbie

Re: Roku frozen after newest software update

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I have r\tried all the options suggested and the screen is still frozen.  Please let me talk to a live person !! This is a brand new streaming device.

 

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renojim
Community Streaming Expert

Re: Roku frozen after newest software update

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@midnight2, if your device qualifies you can try chat at https://support.roku.com/contactus .  If it doesn't you can get help here or assume it's a faulty device and return it.  Phone support is not available.

Step-by-step instructions for returns and warranty replacements | Official Roku Support

Roku Community Streaming Expert

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RokuMary-F
Community Moderator
Community Moderator

Re: Roku frozen after newest software update

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Hi @midnight2,

Welcome to the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing: 
1. Are you using a Roku TV or a Roku device?
2. Does the issue only occur on a specific channel or all channels on your Roku device?
3. How long has the issue been occurring?
4. What specific troubleshooting steps have you taken so far to try to resolve the issue?
5. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?

With more information, we will be able to assist you further.


Best regards,
Mary

Mary F.
Roku Community Moderator
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jebratt
Newbie

Re: Roku frozen after newest software update

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Like others in this thread have posted, my Roku Hisense television is not working... I have tried several times unplugging the system (and waiting) and changing the batteries on the remote... I have tried plugging the HDMI cable into different ports... Nothing seems to work as the system is frozen on the same screen, "Hisense - Roku TV"... I would like to know how to resolve this issue? Also, is the problem the Roku television itself or the Roku remote?

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renojim
Community Streaming Expert

Re: Roku frozen after newest software update

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@jebratt, have you tried a factory reset?

How do I factory reset my Roku® streaming device? | Official Roku Support

You may have to contact Hisense as they're the manufacturer of the TV.

Where can I get support for my Roku TV™? | Official Roku Support

 

The remote wouldn't have anything to do with what you're seeing.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

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PC65
Newbie

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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Left my tv unplugged overnight. Plugged everything back in. Screen is still frozen. That 2 days now 

HELP

thanks

Pat

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RokuNimfa-C
Retired Moderator

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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Hi @PC65

Thanks for reaching out here in the Community. 

I'd be happy to help you get back to streaming. A few questions here to better understand what you're experiencing: 

  1. Are you using a Roku TV or a Roku device?
  2. Are you stuck on a specific screen?
  3. If you have a Roku streaming device, have you tried to plug it into another HDMI port or if possible another TV to see a difference?

Keep us posted. With more information, we will be able to assist you further.


Regards,
Nimfa

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