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Nick42's avatar
Nick42
Streaming Star
4 days ago

"Your device doesn't meet our security requirements" error on iOS

I haven't been able to log into the mobile app for about a year now similar to many of the other posts here. I've always just gotten a "something went wrong" error but today it gave me something new: "Your device doesn't meet our security requirements because it has been modified or uses untrusted software. To learn more, see the compatibility help page." The compatibility page says I need to be on iOS 14.0 or later. I'm using an iPhone 11 Pro Max, iOS version 18.6.2, Roku App version 13.1.1. I have never tried to root or jailbreak my iPhone, modify the Roku app (or any other app), or install mobile apps from anywhere except the official Apple app store.

* I have rebooted my phone today and the error persists.

* I have uninstalled and reinstalled the app multiple times and the error persists.

* I can sign in to the my.roku website and this community forum so I know my password. I have reset my password as well to test that.

This is a repost of a post I had active for 8 months that marked as solved accidentally when I was trying to bump it. Over the course of the 8 months I was assured a fix is on the way but not fix has ever appeared. I was assured repeatedly that "the team" is working on it but never a single detail about an update on the issue. Multiple other users had replied to the post that they are affected by this bug as well. What do we need to do to get this resolved? 

mobile app
tv & player support

1 Reply

  • Nick42's avatar
    Nick42
    Streaming Star
    4 days ago

    Further details that may assist "the team".  When I open the app there is a ~30 second delay where the app shows a bunch of rectangles with a left-to-right loading animation in them, after that it loads all the images and menu. I know my password and username is correct but I get the same error if I enter gibberish for the email/password so it doesn't appear to even be attempting to authenticate. All other apps on my phone work fine. My financial banking apps and an app I use for my employer all do checks for jailbreaks and they work fine. 

    I believe whatever the app does to look for a jailbreak, it's hitting false positives on some devices during that ~30 second delay in opening. If I can provide any other details to get "the team" to actually look at this bug and get it fixed for all of us it's affecting please let me know.