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Louie
Louie, Technician
Category: Recorders and Players
Satisfied Customers: 678
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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Comcast just updated my box and now I cannot have Roku

Customer Question

Comcast just updated my box and now I cannot have Roku fonction as it used to before. The cable connection is the same as it was before but the screen remain blue and no sign of Roku being available.
What can be done?
Do I need to have a technician come and check and, if yes, could you give me a phone number to call.
Thank you.
Submitted: 10 months ago.
Category: Recorders and Players
Expert:  Shahid replied 10 months ago.

Hello, my name is ***** ***** I'll assist you. I'm sorry you're having trouble with it.
I need additional info to troubleshoot the issue.

- Could you please get me the model number written on box that got updated?

Thanks.

Customer: replied 10 months ago.
Those are all the numbers on the back of the box:
CC S/N MA 1512 EH 4709
CC UA: 000 01083 21021 014
DOCSIS MAC: 98 1D FA C9 05 4F
Expert:  Shahid replied 10 months ago.

Thanks for the info.

- Does TV display Roku logo screen when select video source for that?

- Have you tired to unplug Roku box power cord from wall outlet for 5 minutes to reset, replug back in and check?

If not yet, can you try it now and reply back with the result?

Customer: replied 10 months ago.
I did unplug the Roku box, replug it and then got the Roku logo on the TV screen which disappeared few seconds later and still nothing happened.
Expert:  Shahid replied 10 months ago.

OK, so Roku isn't showing home screen after logo screen, this is odd.

Can you try to unplug TV power cord as well for 10 minutes and again check?