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RokuAustin's avatar
RokuAustin
Community Manager
6 months ago
Solved

[SOLVED] 3/13/25 Service Interruption

UPDATE 9:42pm PT: We believe the issue is resolving and services are coming back up. Go ahead and try again, you may need to restart your device. Keep us posted if you're still experiencing the issue.
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We are aware of a service interruption impacting customers. If you're unable to stream content, please do not factory reset your device. Please let us know the following information.

  • Your Device ID, software version, and build (found under Home > Settings > System > About).
  • Are you seeing any error messages?
  • Which apps are impacted on your device or are you seeing this issue on all apps?
  • Are you seeing an error with your home screen clock?
  • Let us know your Tracker ID if possible (using your remote, press Home 5x then Back 5x)

Any of this information is helpful while we continue investigating. Thank you for your patience while we navigate this interruption.

Fixed
  • RokuTakashi's avatar
    RokuTakashi
    7 months ago

    Hi, angbello 

    Greetings, and welcome to the Roku Community.

    I understand the issue you have encountered with the YouTube app that will not open on your Roku Streaming Stick.

    As checked by our team, your Roku Streaming Stick model 3500X was one of the two initial Roku Streaming Stick models introduced in 2014 and is now part of our Legacy devices.. While it has performed admirably over the years, it has unfortunately become obsolete due to advancements in technology. This particular model is not compatible with Roku operating software beyond version 11.0, while the current version is 11.5. As a result, many popular channel applications have ceased support for this device and are unable to run those applications.

    For more information, you can check Roku's Legacy devices.

    I hope for your understanding, and let us know if you need further assistance.

    Thanks,
    The Roku Community Team.

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  • Estero's avatar
    Estero
    Newbie
    6 months ago

    Roku TV brand new

    sony smart tv brand new

    example NO apps work but ou Tube tv says’ no connection . Connect to internet now or set up later. Exit to check connection’

    i check connections and it is connected successfully 

    restarted router, wi fi, reinstalled Roku device etc etc etc

    no error code

    device is 2 feet from router

    roku shows can be watched but No apps that I’m paying for

    please advise! Thanks

    • RokuSuzetteL's avatar
      RokuSuzetteL
      Community Moderator
      3 months ago

      Hey, Ashamarie 

      Thanks for sharing!

      We see you're having some trouble with the internet connection on your Roku TV, and we're here to help. Please provide us with some details.

      • Roku device model, serial number, device ID, OS version, and build. (This can all be found in Settings > System > About)
      • Tracker ID (press the Home button 5 times, followed by the Back button 5 times)

      We'll be waiting for your update!

      Roku Community Team 

  • Apb_xander's avatar
    Apb_xander
    Newbie
    6 months ago

    SN 21513D095725

    Have had this stick for ~3yrs, & tonight it won't connect. I've restarted our internet, connected to a Hotspot, factory reset, but Roku can't send the required email to the account that I just logged into on my phone. It also couldn't send it to 2 other emails I provided. Also, the qr to connect never pops up, the circle just spins until it disappears, no qr code to be had. Hoping I can get help, or at least be told to buy a new one. 

  • ravequinn26's avatar
    ravequinn26
    Newbie
    6 months ago

    They keep getting a "we can't seem to reach you at:" response every time I log in with my email for my Roku TV setup. I've tried the three emails I use for different things and they all say the same thing. Since I factory reset it because some apps weren't working, the whole thing now does not work. Wifi connection is strong and I'm putting in the right info, what am I doing wrong?

    • Velardekitzia's avatar
      Velardekitzia
      Newbie
      6 months ago

      Same thing is happening to me right now. Going to try again later if not returning tv back to the store. Not worth the hassle

  • adurarok's avatar
    adurarok
    Newbie
    6 months ago

    I JUST DID ALL THESE STEPS AND NOTHING WORKED SO FAR.

     

    1. Restart Roku

    • Go to Settings > System > System restart and restart your Roku.
    • Alternatively, unplug it from the power source, wait 30 seconds, and plug it back in.

    2. Check for Updates

    • Go to Settings > System > System update > Check now and update your Roku if needed.
    • Also, highlight the YouTube app, press the * button on your remote, and check for updates.

    3. Remove and Reinstall YouTube

    • Highlight YouTube on the home screen.
    • Press the * button on your remote and select Remove channel.
    • Restart your Roku after removing it.
    • Reinstall YouTube by going to Streaming Channels > Search Channels > YouTube and adding it again.

    4. Check Internet Connection

    • Go to Settings > Network > Check connection to ensure Roku has a stable internet connection.
  • dianallum's avatar
    dianallum
    Newbie
    6 months ago

    My ROKU device went down 30 min ago and I attempted to do a factory reset, but wasn't able to get it to work.  I am not able to view my home and settings and about information as the factory reset kicked me out of my ROKU connection and when I tried to log in using my user ID, It cannot find my email address.  

     

  • RH25's avatar
    RH25
    Newbie
    6 months ago

    Roku stream bar x01800LFV0L

    14.5.    Returns to Home Screen within seconds of trying to do anything on Roku.  Even air playing anything it returns to Home Screen.  It’s definitely a software issue. I travel with this Roku and it worked fine last time I used it in Dec. after January sometime if stopped working. 

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