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Louie
Louie, Technician
Category: TV
Satisfied Customers: 2557
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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If you can't get it working , do I pay?

Customer Question

If you can't get it working for me, do I pay?
Submitted: 10 months ago.
Category: TV
Expert:  Shahid replied 10 months ago.

Hello and Welcome. My name is ***** ***** I'll assist you today. I'm sorry you're having trouble with it.

- What is the model and make of unit in question and what is the issue with it?
Thanks.

Customer: replied 10 months ago.
It will not to Roku 3. The TV says invalid format when I plug the Roku HDMI cable into it it is an Olevia TV I don't have the model number and if you can do it without the model number that would be helpful because it's sort of hard to get to
Customer: replied 10 months ago.
It will not connect to the Roku 3
Expert:  Shahid replied 10 months ago.

OK - Have you tried to unplug TV and Roku box power cords from wall outlet for 10 minutes to reset, replug back in, let Roku box reboot and check?
If not yet, can you try it now and reply back with the result?

Customer: replied 10 months ago.
Did with roku 3, but not tv
Expert:  Shahid replied 10 months ago.

Please try it with both things one more time.

Customer: replied 10 months ago.
Will unplug both first. Will try also to get model #. Do I really need to wait that long?
Expert:  Shahid replied 10 months ago.

Yes, 10 minutes time will help to drain residual power/ charge stored in TV power supply capacitors to get it reset.

Customer: replied 10 months ago.
OK. Also unplugged Hamilton cable as I've heard stray data can remain if you don't
Expert:  Shahid replied 10 months ago.

Its OK, please reply back with the result.

Customer: replied 10 months ago.
HDMI Cable,Boy, Broadway has taken over my phones word corrector
Customer: replied 10 months ago.
Lol
Customer: replied 10 months ago.
Can you message me when the time is up?
Expert:  Shahid replied 10 months ago.

haha, sure, I'll message you in 10 minutes.

Customer: replied 10 months ago.
K
Expert:  Shahid replied 10 months ago.

OK, you may please replug power cords back in and check.

Customer: replied 10 months ago.
Ok
Customer: replied 10 months ago.
Give me a minute or two. Hard to reach
Expert:  Shahid replied 10 months ago.

Take your time, I'm standby.

Customer: replied 10 months ago.
TV booting up. Just a blue screen
Customer: replied 10 months ago.
Just scrolled to HDMI input . It said invalid format and then went back to the blue screen
Customer: replied 10 months ago.
I believe I plug the Roku in first if that makes a difference
Customer: replied 10 months ago.
Wait, I just tried plugging in TV 1st. Roku boot up screen started to show. Then it just went back to the invalid format thing. So it obviously can connect and show it on the screen. It just isn't doing it
Customer: replied 10 months ago.
R u still there?
Customer: replied 10 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Shahid replied 10 months ago.

Sorry to hear that and working on it.

Expert:  Shahid replied 10 months ago.

Can you try another HDMI cable, if possible to connect Roku to TV?

Customer: replied 10 months ago.
Don't have another. But it worked on a different TV last night
Customer: replied 10 months ago.
this morning. I plugged it in right after I took it off the first TV that it worked with so I believe the cable is
Customer: replied 10 months ago.
Maybe I should unplug again but this time plug in the TV first
Customer: replied 10 months ago.
Expert:  Shahid replied 10 months ago.

OK, find a tiny hole at rear of Roku box, a reset button is underneath that hole, insert an unfold paper clip into that hole to press reset button for few seconds, this will restore Roku box to default settings.

Does TV now keep showing Roku screen?

Customer: replied 10 months ago.
Unplug anything 1st?
Customer: replied 10 months ago.
You there?
Customer: replied 10 months ago.
Hello?
Expert:  Shahid replied 10 months ago.

Sorry, I was away from PC.

No need to unplug any thing, push reset button while Roku box is ON.

Customer: replied 10 months ago.
Can't find a paperclip. May just have found something that will do though. Hold on
Expert:  Shahid replied 10 months ago.

OK.

Customer: replied 10 months ago.
Not working. Give me a couple of minutes. I have to go to another building to get a paperclip
Expert:  Shahid replied 10 months ago.

No problem, take your time please.

Customer: replied 10 months ago.
Actually, an erring got it goin5, but it just blue screened again saying invalid format
Customer: replied 10 months ago.
However you can add earring backs as a good substitute for paper clips in your tricks of the trade
Customer: replied 10 months ago.
Are you there?
Expert:  Shahid replied 10 months ago.

Got it, any pointed object will do the job to press reset button.

Customer: replied 10 months ago.
I tried the reset button. I was able to access it with an earring back. However it started to boot up, but then reverted to invalid format and blue screen
Expert:  Shahid replied 10 months ago.

Is there any other video source such as DVD player available to connect to HDMI input of TV to confirm it?

Customer: replied 10 months ago.
Not at this time. And I'm out of time. Thanks for trying. Bye
Expert:  Shahid replied 10 months ago.

OK, bye.

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