Hi I have checked the batteries and tried all the resetting options select/play etc.
And despite trying on two different tv's the device is 'stuck' on the 'first' screen with just has Amazon in the middle-
Unable to get to any settings at all.
Any Advise Appreciated
p.s. when you press the remote should there be a little red light comes on (other remotes display this when pressed) as there is no little red light when you press the remote?
Hello Ronof9, Welcome to Amazon Digital and Device Forum!
I'm sorry about the trouble you you're having with your Fire TV Stick 4K. Are you powering your device with the power adapter that came with the device and plugged into a wall outlet or power strip/surge protector?
Powering the device in any other way is not advised and may cause issues while using Fire TV Stick.
Restart the device by:
Unplug the power adapter from the Fire TV Stick.
Allow the device to sit unplugged for about 1 minute.
Plug the power adapter back into the Fire TV Stick.
If possible, try to use a different HDMI port on your TV. Also try another HDMI cable (1.3 or higher).
If you're using an HDMI Hub, plug your Fire TV Stick directly into the TV.
As far as I know, there is only a blue light on your remote. Alexa is not ready to listen until you see a bright blue light on your remote. Keep holding the button. Give your command when you see the light and release the Voice button when you are done speaking. For more information, go to: Using Alexa Voice Remote (2nd Generation) Equipment Control
To Ronof9: This is Deja Vu all over again (to quote Yogi Berra). Many, many of these 4K units are apparently plagued with this non-boot , and are obviously malfunctioning. (I bought two of them and neither would boot). On Google and in this forum there is a rapidly increasing number of identical complaints regarding these new 4K units. They will not boot past the Fire Stick logo, and never will. Unfortunately, and expectedly, all such complaints are met with an endless stream of suggested pro forma "FIXES" that are doomed to never work. See my post in the forum on this (posted by harringtondl). In my view as an electrical engineer, the units are very likely defective right from their design or manufacture, and it extremely likely that it is NOT your TV, your HDMI connection, your WI-FI, your Ethernet cable, your power plug, your remote, etc. In my post and in the responses you will see the many hours that I wasted chasing after 40 or more suggested pro forma "FIXES" and my endless discussions with Fire Stick Tech Support (to no avail). My suggested "FIX" is different from all of the rest ... save yourself the aggravation of all that, as there is no hope to get around a product design failure. Return it and replace it with the non-4K Fire Stick. That's what I am currently doing, and hopefully the non-4K version of the FireTV Stick will not have the same design/manufacturing flaw. The non-4K FireTV Stick could very well have the same problem (I do not know for sure yet), as it is also a new design; I will find out in the next 5-6 days. However, I do notice that all of the complaints that I have seen of never getting past the logo are all for 4K units. It is well known that brand-new products often have bugs, and this one apparently has a fatal flaw in the built-in software. How that could happen is an indication of poor quality control at the factory, which is in China.
Here is a copy of the transcript as requested, Cheers
Here's a copy of the chat transcript you requested:
Initial Question: Amazon Forum Employee stated the following after all attempts at resetting fire tv failed:- "I already have done all of the above and just for good measure plugged the fire tv into a working hdmi port via a working cable, but still the same. When I go to my t'v's inputs on the relevant hdmi port states - no device connected. p.s.I have the cd sized fire tv device. Thanks. Hello Ronof9,
I'm sorry the suggested troubleshooting steps didn't solve the problem. I suggest to contact Amazon Support for further assistance. Please come back and share with the forum how they were able to help you, so this can be used as a resource for other users with similar issues."
07:24 PM GMTMohd Murtuza(Amazon): Hello. My name is Mohd Murtuza. I'll be glad to assist you today. 07:24 PM GMTRichard Coleman: Ok info is above 07:25 PM GMTMohd Murtuza: Okay. Let me review the information. 07:27 PM GMTMohd Murtuza: As I can see that you are unable to use the FIre TV. Am I right? 07:27 PM GMTRichard Coleman: yes it is frozen on the logo - all attempts at resetting - have not worked 07:28 PM GMTMohd Murtuza: Okay. May I know if the device name is : Richard's Fire TV ? 07:28 PM GMTRichard Coleman: yes 07:29 PM GMTMohd Murtuza: As I can see you have reset the device also. Am I right? 07:30 PM GMTRichard Coleman: several times, currently powered off, plugged into a working hdmi slot via a working cdmi cable. 07:31 PM GMTMohd Murtuza: Let me connect you to a member of our Fire Tv Specialist team. It will only take a moment. 07:31 PM GMTRichard Coleman: Hello 07:31 PM GMTRinu stesha george(Amazon): Hello, my name is Stesha. I'll be happy to help you. 07:32 PM GMTRichard Coleman: ok 07:33 PM GMTRinu stesha george: Are you referring to 'Richard's Fire TV'? 07:33 PM GMTRichard Coleman: yes 07:33 PM GMTRinu stesha george: Could you please restart the device and check now? 07:34 PM GMTRinu stesha george: I have now deregistered and registered the device . 07:34 PM GMTRichard Coleman: ok can plug it in - do I need to do anything as it is restarting? 07:35 PM GMTRinu stesha george: No. Once done please let me know. 07:35 PM GMTRichard Coleman: white light on 07:36 PM GMTRichard Coleman: amazon logo middle of screen 07:37 PM GMTRinu stesha george: Could you please confirm that whether you are powering your device with an Amazon Power Fast adapter and a wall outlet or power strip/surge protector? 07:39 PM GMTRichard Coleman: this time have plugged original amazon power cord directly into wall socket - previously had plugged into power strip - hitting remote buttons has no effect 07:40 PM GMTRinu stesha george: I request you to use a different HDMI port on their TV. Also request to try another HDMI cable (1.3 or higher), if applicable. 07:41 PM GMTRichard Coleman: have used a different hdmi cable and plugged into hdmi4 this time 07:42 PM GMTRinu stesha george: Could you please factory reset the device now? 07:42 PM GMTRichard Coleman: you mean unplug & power back up? 07:43 PM GMTRinu stesha george: To reset your device:
1. Select "Settings" from the Fire TV menu. 2. Select "Device" and then scroll to the bottom of the list. 3. Select "Reset to Factory Defaults," and then confirm you want to reset your device. 07:44 PM GMTRichard Coleman: how do I get to the fire TV menu - the screen is frozen as it was before 07:44 PM GMTRinu stesha george: You can also Factory Reset your device by pressing and holding the back button and right on the navigation ring for a full 10 seconds. 07:46 PM GMTRichard Coleman: yep did that the other day but will tray again - no still frozen 07:47 PM GMTRichard Coleman: is there a 'hard' reset button on the device? 07:47 PM GMTRinu stesha george: I can see that the last factory reset was on 06 August, 2017 . Could you please try now? 07:48 PM GMTRichard Coleman: back button& right side of the navigation circle? 07:49 PM GMTRinu stesha george: Press the MENU + LEFT + BACK buttons on the remote for 10 secs to factory reset the remote. - MENU is the button with 3 lines above each other - LEFT is the left side of the black circle at the top - BACK is the button left of the HOME button 07:49 PM GMTRichard Coleman: which back button exactly the one with the single bent arrow or the double arrow one to 'go back while watching tv? 07:50 PM GMTRinu stesha george: It is a single bent arrow. 07:51 PM GMTRichard Coleman: have done that - completely blank screen now 07:52 PM GMTRichard Coleman: re left do you press on the left of the navigation ring or just inside it? 07:54 PM GMTRinu stesha george: Please ignore the above steps. Instead please press and hold the back button and right on the navigation ring for a full 10 seconds. 07:55 PM GMTRichard Coleman: I tried that the other day - has not worked this time either 07:57 PM GMTRinu stesha george: It seems like your device is faulty. I can see that the warranty for this device has been expired. So I request you to purchase a new one. We can help you with 15 % discount for your new purchase. 07:59 PM GMTRichard Coleman: Well that was a great waste of time - If you look on the forum you will see that an electrical engineer states the 4k hd model has a design flaw - so would you buy another flawed product and spend weeks, yes it has taken weeks to get to this stage, trying to UNSUCCESSFULLY fix it - Can I lodge a Complaint please. 08:00 PM GMTRinu stesha george: I'm sorry for the disappointment this has caused. 08:01 PM GMTRinu stesha george: I will take this as a strong feedback. Customer feedback like yours is very important in helping us continue to improve the experience of using our service. I've forwarded your message to our development team for consideration as we make future improvements.
08:08 PM GMTRinu stesha george: I'm sorry for the inconvenience this has caused. Please do not worry I will take this as a strong feedback. 08:08 PM GMTRichard Coleman: Ok - but it does not really help though, bye