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Louie
Louie, Technician
Category: Recorders and Players
Satisfied Customers: 742
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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I have a roku stick which was installed in my tv in July

Customer Question

I have a roku stick which was installed in my tv in July 2016. It just stopped working. What do I need to do to get it restarted?
JA: What's the make/model number of your device? How old is it?
Customer: Model 3500R
JA: How long has this been an issue? What happened right before this popped up?
Customer: Just now
JA: Anything else you want the Video Expert to know before I connect you?
Customer: I have never had any problem with the roku stick until now, it must be just a year and half old
Submitted: 1 month ago.
Category: Recorders and Players
Expert:  Shahid replied 1 month 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 1 month ago.

Can you elaborate "stopped working" with bit more details?

Do you get Roku logo/ Home screen on TV?

What happens when push Home button on Roku remote?

Customer: replied 1 month ago.
All we can see is the logo Roku, and it keeps moving up and down the screen. Nothing happens when we touch the home button.
Expert:  Shahid replied 1 month ago.

OK, it seems Roku remote isn't working thus Roku device is in sleep mode.

Have you replaced batteries in Roku remote?

Customer: replied 1 month ago.
No thank you please just answer the question.
Expert:  Shahid replied 1 month ago.

NOTE: Phone call or any other offer is automated and not sent by me. Feel free to ignore it if you prefer to troubleshoot the problem here in text chat.

-----------------------------------

Did you get my previous reply?

OK, it seems Roku remote isn't working thus Roku device is in sleep mode.

Have you replaced batteries in Roku remote?

Customer: replied 1 month ago.
Just replaced them with brand new batteries
Expert:  Shahid replied 1 month ago.

OK, do you see a pairing button under the batteries cover on Roku remote?

Expert:  Shahid replied 1 month ago.

Click following link to view an image of pairing button on remote that will help to locate it on your Roku remote.

https://image.roku.com/c3VwcG9ydC1B/pairing-buttons.jpg

Expert:  Shahid replied 1 month ago.

Did you get above reply?

Customer: replied 1 month ago.
located the button, but still won't work.
Customer: replied 1 month ago.
Guess we'll just buy a new Roku or buy the competition.
Expert:  Shahid replied 1 month ago.

Let me assist you further

Expert:  Shahid replied 1 month ago.

Are you there with me?