Setup help

Setting up your new Roku player is easy, but we understand you still might have a few questions throughout the setup process.  Below are the most common questions customers have while setting up a new Roku player.

These are presented in the order of the setup process, from start to finish.

I don't see any video on my TV.

 

When you do not see any video on your TV during setup, check the following:

- Make sure your video cable is firmly connected on the back of your Roku player and the back of your TV and/or receiver.

- Make sure that your TV or receiver is tuned to the correct input.

- Make sure you Roku AC adapter is plugged into a working power outlet and is firmly plugged into the Roku player.

For more information, please refer to the section of the Roku Getting Started guide titled “Connect Your Player to Your TV.”

 

I'm stuck on the Language selection/Remote dialogue screen. 

 

If it appears that your remote is not working correctly, before trying the below steps, it is strongly recommended to first try a different set of batteries. Also, try the batteries in a different device first, so you're sure they work.
 
If, after a fresh set of batteries, the remote is still not working, try the below steps:
Steps are for Roku 3 (4200, 4230), Roku 4 (4400) and Roku Streaming Stick (3500, 3600)

Step 1: Try pairing the remote again:

  • Open the battery compartment by removing the battery cover
  • Press and hold the pairing button for 3 seconds or until you see the pairing LED begin to flash
  • The remote pairing dialog and instructions should appear on your TV screen
    • If you don't see the pairing light on your remote, your batteries might need to be replaced

Step 2: Try restarting the Roku player & remote:

  • Unplug the power from the Roku player
  • Open the remote battery compartment by removing the battery cover
  • Plug the Roku power back in
  • As the Roku player is restarting, press and hold the remote pairing button for 3 seconds or until you see the pairing LED begin to flash
  • Once the Roku player has fully restarted, you'll see the Language screen, then the remote pairing screen.

If all of the above steps still do not resolve the issue you are having with your remote, please contact Roku Support

I "Can't connect" to my wireless network. 

 

Below are some scenarios you may see when trying to connect to your wireless network.  Try the provided suggestions to help resolve them.

This error message is typically displayed after one of the connection status' seen below.
Check_password.png

If the below error message (Error code 014.40) appears at this point, it means the Roku can not connect to your wireless network. If you see this red X, try this: 

  1. Check that you are using the correct wireless password for your network. (remember that passwords are case sensitive)
  2. Ensure you are selecting the correct wireless name.
  3. Adjust player position for better wireless signal.
  4. Do you have MAC address filtering turned on? If so, click here and scroll down to the bottom of the page and check the "Advanced Router Settings" section. If you're unsure what MAC address filtering is, then this tip is probably not for you.

First_red_x.png 

If the below error message (Error code 014.50) appears at this point, it means the Roku player can not join the local network. If you see this red X, try this:

  • Try rebooting the router by unplugging it from the power source, then plugging it back in.
  • Try changing the router's wireless security mode to WPA-PSK (TKIP). Click here and scroll down to the bottom of the page and check the "Advanced Router Settings" section.

Second red x.png 

If the below error message (Error code 009) appears at this point, it means the Roku player can not connect to the Internet. If you see this red X, try this:

  • Check that your Internet connection is active from another device.
  • You may need to adjust DNS settings on your router. Click here and scroll down to the bottom of the page and check the "Advanced Router Settings" section.

Third red x.png 

I am seeing error code 011 or 003 during setup. 

If you are attempting to setup your Roku player and you see this error, this means the Roku player momentarily lost connection to the Roku update server. There may be a chance that Roku servers are not available due to a scheduled maintenance.  When this happens, try again after a short period of time.  Then just perform a power cycle of the Roku player with the instruction below.  You should be able to continue where you left off.

To resolve this do the following:

  • Power cycle the Roku player by removing the power connector from the back of the Roku player.  Wait 30 seconds, then reconnect the power.  Wait for the player to restart, then follow the on-screen instructions.
  • If power cycling the Roku player did not resolve the error then a network power cycle might. 
    • To do this remove the power connector from these devices. (note that your router and modem may be one physical unit)
      • Roku player
      • Wireless router
      • Modem 
    • Wait 30 seconds then reconnect the power connectors in this order, waiting 1 minute between each device to allow it to fully boot.
      • Modem
      • Wireless router
      • Roku player
    • Follow the on-screen instructions from the Roku player and TV.

If none of the above steps worked then a reset of the Roku player may be needed.  To reset the Roku player:

  • Find the reset button.
    • Examples of where to find the reset button are below.  
  • Press and hold the reset button for 30 seconds then release.  
    • The Roku player will then restart.  
  • Follow the on-screen instructions for setup.

Examples of where the find the reset button:

 mustang_reset.JPG RSSreset.JPG

***Click here to check for latest updates and alerts

 

I am having problems linking my Roku player.

 

Follow these suggestions if you are having trouble activating/linking your Roku player:

The web page shows that the Roku player has been successfully linked, but the link code is still showing on my TV.

  1. Log into your Roku account from a browser (my.roku.com) to see if it is already linked (look for the Roku player serial number under "My linked devices".)
  2. If the serial number does not appear as a linked player, go back to your TV and select "Help", then "Get a new code".  Enter the new code at www.roku.com/link
  3. If the serial number does appear as a linked player, wait a few minutes to let the update appear on the Roku player.
  4. If the player does not update, even after waiting, restart your Roku player, begin the setup process again, and see if that resolves the problem.  

There may be a delay between the time it takes to update your Roku player and the message you see on the TV.  Please wait a few minutes before getting a new code.
Occasionally, the Roku service may be under maintenance, or experiencing a service interruption, resulting in slower or no response. In this case, you can: 


No link code is displayed on my TV (just retrieving message)

Select "Help" then "Get a new code".  Enter the new code at www.roku.com/link

Occasionally, the Roku service may be under maintenance, or experiencing a service interruption, resulting in slower or no response. In this case, you can: 


I get a link code but the web page will not accept it

Select "Help" then "Get a new code".  Enter the new code at www.roku.com/link

If a new code does not work:
Reset the Roku player to factory defaults (show me how)

Note: The link code will expire after a period of time. If this happens, try the steps above to get a new code and attempt to re-link the Roku player first before resorting to factory resetting the Roku player.

 

Why is a credit card needed when creating a Roku account?

 

You’ll be prompted to create a Roku account during guided setup. Your Roku player will provide a linking code that you’ll enter from any browser at my.roku.com/link. Alternatively, you can create an account here

A Roku account is free, but we do prompt you to put a payment method on file for your convenience. Roku’s vast selection of channels and streaming options mean you certainly will find something that piques your interests, and the ability to rent & purchase directly from the TV immediately without having to update your account on a computer is a big plus. Once you have a valid payment method on file, you will only be charged if you choose to make a purchase.

 

I'm having trouble creating or completing my Roku account.

 

If you're having trouble adding a payment method, try the following:

  • Try a different card and see if that works.
  • Try using Paypal, if available 
  • Try using a different web browser (Chrome, Firefox, etc.)

During initial account creation, after 5 failed attempts, you will be given the option to continue without adding a credit card.

If you're having other issues creating your Roku account, try a different web browser, like Chrome or Firefox.

If you're still having trouble, contact Roku Support here.

 

I forgot my password to my Roku account.

 

If you forgot your password, you can recover it here. A new password will be sent to the email account listed in your account. If you do not see the email, be sure to check your spam filter.

Using the temporary password, visit my.roku.com to log into your Roku account.  To change your password, follow these steps:

  1. Click the Update button under Account Information
  2. In the password fields, enter a new password and use the temporary password as the Current one
  3. Click Save Changes to save your new password

change_password.PNG

 

NOTE: After your confirm your new password, you'll then need to enter your billing address as well.

 

 

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