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Richard
Richard, Customer Service
Category: Recorders and Players
Satisfied Customers: 38513
Experience:  Over 20 years fixing Electronically devices
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I am having a really hard time getting my Roku Express to

Customer Question

I am having a really hard time getting my Roku Express to start to set up.
JA: What's the make/model number of your device? How old is it?
Customer: Brand new out of the box. Teal Box express with the HDMI Cable
JA: How long has this been an issue? What happened right before this popped up?
Customer: I am trying to install it and the remote I have does not have a source button or anything like that.
JA: Anything else you want the video expert to know before I connect you?
Customer: To be patient, as I have no idea what I am really doing.
Submitted: 2 months ago.
Category: Recorders and Players
Expert:  Shahid replied 2 months ago.

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.

Expert:  Shahid replied 2 months ago.

- Have you connected the Roku device into HDMI input of TV?

- If so, select that HDMI input in TV with its remote, do you get Roku Logo or Home screen?

Customer: replied 2 months ago.
Let me check that I put it in the correct place
Expert:  Shahid replied 2 months ago.

OK, take your time

Customer: replied 2 months ago.
I plugged in to the HDMI In connection. I can't seem to be able to make it do anything.
Expert:  Shahid replied 2 months ago.

- What is the label of that HDMI input of TV where Roku is plugged into?

- Is it HDMI-1 or 2 or 3?

- Are you able to select that particular HDMI input in TV?

- Do you get Roku Logo or Home screen?

Customer: replied 2 months ago.
The label is marked HDMI In. I can't seem to find the way to find that on my screen. Don't get it to do anything and get no different screen.
Expert:  Shahid replied 2 months ago.

OK - Could you please get me the complete model number written on back cover or side panel of TV?

Customer: replied 2 months ago.
LG model number is *****
Customer: replied 2 months ago.
I found a row of buttons on the right side but I don't know what I need to do.
Expert:  Shahid replied 2 months ago.

Please hold on, let me check TV specs

Customer: replied 2 months ago.
It was manufactured in 2013.
Expert:  Shahid replied 2 months ago.

This TV has 2 HDMI inputs, one is on rear and one on side panel.

Which one is hooked with Roku device?

Customer: replied 2 months ago.
The one in the rear.
Expert:  Shahid replied 2 months ago.

OK, press Input button on TV remote and select HDMI-1 input source in list that should appear on screen.

Make sure Roku power is ON.

Do you get any thing on TV screen now?

Customer: replied 2 months ago.
I just got Spectrum and the remote does not have a input button that I can find.
Customer: replied 2 months ago.
Should I go try a input button on the side of the TV?
Expert:  Shahid replied 2 months ago.

Are you using LG Remote to push Input button on it located on top right corner below the TV button?

Expert:  Shahid replied 2 months ago.

Sure, try the Input button located on TV itself, push it a few times to go through different video inputs as one should display Roku screen.

Customer: replied 2 months ago.
I wasn't but I found the remote control for the lg.
Expert:  Shahid replied 2 months ago.

OK, either use Input button on LG remote or TV and select HDMI-1 input to get Roku screen.

Customer: replied 2 months ago.
I got the black Roku screen on
Expert:  Shahid replied 2 months ago.

OK, do you see Home screen of Roku?

if so, can use Roku remote to navigate in that home screen?

Customer: replied 2 months ago.
I got to the choose network screen but the correct network is not there.
Expert:  Shahid replied 2 months ago.

OK, do you see any option button of 'search more' there?

Customer: replied 2 months ago.
I got all the way to connecting my wireless network but got the cannot connect to your wireless network screen.
Expert:  Shahid replied 2 months ago.

May be any mistake in entering correct wifi password..

Customer: replied 2 months ago.
I am still getting the same message.
Customer: replied 2 months ago.
Checking on my phone to make sure I am entering the information correctly.
Expert:  Shahid replied 2 months ago.

OK, take your time

Customer: replied 2 months ago.
I found a problem but I am still not getting connected to the network.
Expert:  Shahid replied 2 months ago.

OK, let me opt out to repost this question for other experts to assist you further.

Customer: replied 2 months ago.
OK
Expert:  Richard replied 2 months ago.

Hi there and welcome

Remove the power to your wifi router, wait 5 minutes, connect the power to the router and tell me if the Roku can then connect to the wifi network please.

Thank you

Customer: replied 2 months ago.
I tried that and it did not work. I now have a error code 014.20. That should help you figure it out.. I also have tried to get my printer to try to find the network but it is doing the same thing as the ROKU.
Expert:  Richard replied 2 months ago.

Ok, what is the make and model of your wifi router?

Customer: replied 2 months ago.
The router is a Arris TG1682.
Expert:  Richard replied 2 months ago.

On the back of it is a reset button. Using a paperclip, hold it in for 10 seconds then release

Wait 5 minutes then tell me how the Roku works please

Customer: replied 2 months ago.
Tried your suggestion and same result.