Updated: June 13, 2023
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by Mykola Diakun
Tech Expert & Writer
689 resolved issues

I can't access Roku and can't get to the programs

Short summary:

  1. Press the "Home" button on your Roku remote to go to the Roku Home screen.
  2. Wait for 2-3 seconds on the Roku Home screen.
  3. Enter the button combination: Home (5 times) -> Up -> Rewind (2 times) -> Fast Forward (2 times).
  4. Your Roku device may reboot one or two times during this process.
  5. If the frozen screen persists, check the HDMI connection between your Roku device and TV.
  6. Turn off your TV and unplug the HDMI cable from the TV.
  7. Wait for 60 seconds, then plug the HDMI cable back into the TV.
  8. Turn on your TV and check if the frozen screen issue is resolved.
  9. If the problem persists, restart your Roku device by unplugging it from the power source, waiting a few seconds, and plugging it back in.

Hello, thank you for using Howly.
Please clarify, do you mean the Roku app? Or the Roku streaming device?

Customer Replay

Iwould like to access Roku, but it is frozen.
Roku app

Do you get any error/message when you try to access Roku?

Customer Replay

No. It is frozen. Nothing is moving

Oh, okay, in this case, let’s try to soft reset your TV.

  • To do this please unplug your TV from the wall and wait 60 seconds.
  • While unplugged, press and hold the power button on the TV for 30 seconds.
  • After the minute is up, plug your TV back in.
Customer Replay

Iveunplugged the tv, but there is no power button that I can find on the tv

banner 3

Please, could you specify the model of your TV?

Customer Replay

sony Smart tv

Please, could you check the sides, back, front, and top of your TV?
Generally, it is located there

Customer Replay

There are absolutely no buttons anywhere

In this case, you can skip this step!

Customer Replay

roku is frozen

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Hmm, okay, got it!
*****, is it frozen on the home screen?

Customer Replay

yes! But THE TV IS WORKING fine
I don'thave a problemwith my cable box

Can I ask you to send me a photo of the screen where it froze via e-mail at help@howly.com?

Customer Replay

I wasn't able to produce a picture of the tv for yo.

Oh, okay, we can manage without it!

Customer Replay

It says Roku Home
live tv

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Top answer

Please, try to follow these steps:

  1. Press the HOME button on your remote
  2. Wait 2-3 seconds and then enter the following combination on your remote (pressing the buttons one after the other, non-stop):
  3. Press HOME 5 times, UP 1 time, REWIND 2 times, FAST FORWARD 2 times.
  4. Your Roku should reboot once or twice in total.
Customer Replay

Nothing is happening.

*****, is your Roku device connected by USB?

Customer Replay

Do I use the remote with the tv on or just tge remote only

You should use the Roku remote

Customer Replay

Yes I am, But should it be with the tv on
Yes That's the remote I'm using

Okay, great!
Yes, your TV should be turned on!

Customer Replay

ok I'll try agggain

It should also be on the screen where the Roku freezes

Customer Replay

I tried, but nothing moves

You are now on the Roku Home screen, right?

Customer Replay


*****, is your Roku device connected to the TV by HDMI?

Customer Replay


Top answer
  • Okay, now turn off your TV and, if your Roku is powered via the HDMI port on your TV, unplug it from it and wait 60 FULL seconds.
  • The key here is to be patient and actually wait the full minute before plugging it back in.
  • After the 60 seconds are up, go ahead and plug the Roku back in and see if it is still frozen!
Customer Replay

Success!!!! Many thanks for your patience!!!

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