Forum Discussion

ihatethis9's avatar
ihatethis9
Reel Rookie
5 months ago

Re: [Under investigation] Can't Update Software - Error 004

this is incredibly frustrating. my roku was working perfectly fine an hour ago, and then it randomly forced me to update, it didn't give me the option to update later. i was forced to update; and now every single time i try, it says "can't update software. please try again later" and error 004. my network is excellent, been working perfectly fine the whole day. i'm watching youtube on my computer while typing this, it's solely a roku issue. and after the update fails, the screen is just blank and zero apps load, rendering the entire device completely useless. this is incredibly frustrating and the first time roku has disappointed me.

73 Replies

  • dave492's avatar
    dave492
    Newbie
    5 months ago

    Getting an error 004 message.

    I am forced to update with no other options-only to clink OK to Update

    Gets to 82% and then goes to a blank screen-I cannot get the software level info or anything.  I have hard-booted several times over several days-checked the internet connect, etc. (which is fine)-and nothing.  Do I need purchase a new Roku device?  

    Roku Stick

    SN # CT38DE088296

    • Lolo214's avatar
      Lolo214
      Newbie
      5 months ago

      I am have this issue i cannot trouble shoot because I can't access any other screen once the error is timed out im left with a empty screen with Roku logo and time. I cannot change WiFi I cannot access the "secret menu" the only think i can do is unplug! Help please ! 

      • Gilb's avatar
        Gilb
        Reel Rookie
        5 months ago

        Has anyone here found a solution? 

    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      5 months ago

      dave492  -

      When the update fails to complete here are some things that some people have found to work for them. They may not be universally successful, but they are at least worth a try
       
      Easiest to try, so try this first: Restart your router, even if other devices on the network are not having problems. When your router has completed its startup, try repeating your Roku setup.  
       
      If you are powering your Roku by plugging into the USB port on the TV, try powering from house power via a USB power adapter, as some TV USB ports don't supply enough power to drive a Roku reliably.   If your Roku didn't come with an adapter, or if you don't have a Roku adapter handy, another USB power adapter you have from another device should work as long as the fine print on it says it outputs at least vac at a minimum of 1 amp.   
       
      Try using a different WiFi network to do the update - perhaps via a WiFi hotspot on your mobile phone or by taking it to a friend's house - and see if it will complete the startup. If successful, then redo the WiFi connection to use your intended WiFi network via Settings > Network > Set up connection.  Why this works, when it does, I haven't a clue. 

       

      • ImNotARobot's avatar
        ImNotARobot
        Newbie
        5 months ago

        THIS WORKED FOR ME WITH MY Roku 3800R Streaming Stick from 2018:

         

        1)  I pulled the USB power cable from my SCEPTRE's (a nice, DUMB TV) USB port, and used the adaptor to plug into an AC outlet. Didn't change anything.

        2) From the useless, spare "Roku / Time" screen displayed after failed updates, I was able to access the 

        UPDATE & RESET SECRET SCREEN:

        HOME x 5

        >>  x 3

        <<  x 2

        Tried "Cycle software update server" gave no feedback, so dunno if it did anything…also did the similar option just above it: "Cycle Streaming Store server" again, no feedback. After that, I selected "Update software"…don't recall whether I had to exit the screen, or if it just began doing its thing…was skeptical anything would work…it began downloading the update just the same as many times before, but THIS TIME, when it got near 85%, the "progress wheel" appeared for maybe one minute, then TV powered off & on, going through the similar system update machinations…often with no feedback & seemingly no change to the message on screen…I resisted the temptation to interrupt the process…and VOILA! It successfully did SOMETHING…couldn't really tell whether it updated the system or not (doesn't display enough decimal places where I looked, and didn't want to press my luck and break something), but at least I got back to the home screen and was able the use the Roku again…

         

    • RokuJharra-Q's avatar
      RokuJharra-Q
      Retired Moderator
      5 months ago

      dave492 

      Thanks for letting us know about the update issue! we’re here to help!

      For more details on what makaiguy mentioned, check out the detailed guide linked in this support article about How to Fix Roku Streaming Device Update issues. You can also try connecting your Roku device to a mobile hotspot.

      If the issue persists, send us the device information, including the model, serial number, and OS version/build, which you can find by going to Settings > System > About.

      Looking forward to your response.

      Roku Community Team

      • Rmac4200's avatar
        Rmac4200
        Reel Rookie
        5 months ago

        Having same issue, but can’t give you the device information because it’s a blank screen, and you can’t get to the settings menu or any other menu on the screen. I’ve done all resets and nothing works. Internet is working perfectly fine, no network issues. Does Roku not support older devices after a certain point sending them in an endless un- updatable loop?

  • Rod87's avatar
    Rod87
    Newbie
    5 months ago

    I am in need of assistance with this 004 error. I have reset multiple times. I tried the shortcut thing with homex5, then backx5. 

    Gets me to a report tracker window. 

    That’s it. Nothing else I can do. I cannot navigate anywhere on the device. 

    I have hard reset with the reset button, unplug completely, etc

    Any advice?

  • mathieu-LA-CA's avatar
    mathieu-LA-CA
    Reel Rookie
    5 months ago

    It is worse than that -- check my post re: ROKU Ultra playback issues.

    ALL ROKU units may spontaneously go to Update which will fail.  Error 003, Error 2.34, etc.

    I have two units - streamilng stick and an Ultra that are non-functional for over a week.

    ROKU engineering knows this. and a trouble ticket is open

    When will they provide a strategy to allow an update to an image that is functional.

    Mathieu-LA-CA