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All of a sudden I am seeing the opening building in Roku but…

All of a sudden...

All of a sudden I am seeing the opening building in Roku but can not do anything from there. I have tried everything for a few days now. I even checked my Roku account online and all seems fine?

Technician's Assistant: What does your TV screen look like when you try to connect your digital media player? Is there anything at all displayed?

Cartoon of City scape

Technician's Assistant: Is your digital media player connected to the TV, or is it connected to a power outlet?

To the TV

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Customer reply replied 6 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.
Customer reply replied 6 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer reply replied 6 months ago
call me at(###) ###-####
Customer reply replied 6 months ago
Roku screen
Answered in 2 hours by:
11/24/2017
Aric
Aric, Technician
Category: Recorders and Players
Satisfied Customers: 47,221
Experience: 15+ years in the field. Owner of AV Installation, OEM and Repair company
Verified

I'm reviewing your details and will reply shortly.

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Please try the steps below:

1) Shut the TV off.

2) Unplug the power cord from the Roku.

3) Disconnect and reconnect the HDMI cable between the Roku and TV on both ends- making sure it's secure.

4) Plug the power cord back into the Roku.

5) Turn the TV on and let me know if the Roku boots up beyond the city-scape.

If it does not- then please reply back with which model Roku you have.

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Customer reply replied 6 months ago
already tried that. it went to main Roku screen, but completely frozen from doing anything . Roku 3
Check the back of the Roku box below the power cord for a tiny recessed reset button. Let me know if you find it.
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Customer reply replied 6 months ago
i see small hole. should i stick end of paper clip into it?

Yes, press and hold that for 8 seconds using the end of a paper clip and let me know if the Roku reboots.

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Customer reply replied 6 months ago
light on Roku flashed and stopped now

Okay, does it do anything else?

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Customer reply replied 6 months ago
asking and showing to pair remote - that doesn’t seem to be working

Alright how old is the Roku?

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Customer reply replied 6 months ago
3-4 yrs old

That's bad news. Those are the only steps you can try on a user level, beyond that the device is faulty and would need to be replaced I'm afraid.

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Other than that, I'm sorry for the bad news and wish there were a quick fix.

Let me know if you need more help. Also, could you please click a POSITIVE RATING (3-5 stars at the top of the page) and click SUBMIT so that I am credited for working with you today?

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Also, if you haven't tried so yet- please replace the batteries in the remote and try the reset button again to see if the remote can pair with fresh batteries.

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Customer reply replied 6 months ago
did and seems to be updating now

That's good news. Let me know if you need further assistance. Also, before you go, could you please click a POSITIVE RATING (by scrolling all of the way to the top of the page, and clicking 3-5 stars), so that I am credited for working with you today?

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Customer reply replied 6 months ago
i will

Thank you.

Aric
Aric, Technician
Category: Recorders and Players
Satisfied Customers: 47,221
Experience: 15+ years in the field. Owner of AV Installation, OEM and Repair company
Verified
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