Forum Discussion

uk0R's avatar
uk0R
Reel Rookie
3 years ago

After 12/8/22 System Update, no apps will open

Model Roku Ultra (4660, 4661, 4662 series) (4660X) Software version 11.5.0Build 4235-46 Following a 12/8/22 update, no used apps will load (Netflix, Amazon Prime, Disney+, YouTube).  Apps are the...
RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Hi Community users,

Thanks for the posts.

In order to prevent confusion of multiple issues in this thread, can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
  • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
  • steps to reproduce the issue you are seeing 
  • what is happening on screen when this issue occurs

Once we have this information, we will be able to investigate the issue further.


Thanks,
Danny

drrice54's avatar
drrice54
Reel Rookie
3 years ago

A week after a whole community of Roku TV users lost ability to download any content, what is Roku doing?

Obviously the December software update corrupted our Roku devices.  Don't think I believe this issue only effects a few people.

If Roku can't fix it, broadcast an update that reverts back to the working software version.

Please explain what's the delay for a fix?

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Hi everyone,

    Thanks for your patience regarding playback issues.

    We believe this issue is now resolved. We would recommend checking for an OS update and then seeing if you are still experiencing an issue.

    For more information about how to check for a manual update, visit our Support page here: Update the software on your streaming devices

    Please keep us posted what you find out.


    Thanks,
    Danny

    • uk0R's avatar
      uk0R
      Reel Rookie
      3 years ago

      Attempted to update. "System update" is now "Software update" and no update is available. Still showing last update as 12/8/22. No change to initial problem, still cannot watch any apps. As previously stated, everything appears normal until selecting a program to watch, but none will ever load to view. Refer to previous descriptions, tracker numbers, etc.

      • Anonymous's avatar
        Anonymous
        3 years ago

        Same thing here. Been this way for at least a week. Tried again just now, no change. Insignia Roku tv, model NS-39DR510NA17. Software version 11.5.0, build 4313.  Have done factory reset, deleted and reinstalled apps, used home Wi-Fi as well as cellular hot spot. All have the same results, apps appear to load normally but can’t stream. Apps include Xfinity Stream, Netflix, and Hulu. 

    • riccode's avatar
      riccode
      Reel Rookie
      3 years ago

      Danny, I edited my initial post. The update DID NOT resolve my issue.

      EDIT 2022-17-12

      Tried my TV this morning, and everything is now working.

    • Santahelper's avatar
      Santahelper
      Channel Surfer
      3 years ago

      RokuDanny-R 

      Nope, not resolved.  No sleep till it's done, boys. Or I'm telling Santa. 

      • Sjpower's avatar
        Sjpower
        Reel Rookie
        3 years ago

        To whom it may concern,

         I am contacting you to follow up on a problem I have been having with my Roku television (ref# 6588448) 

        On Friday, December 9th, 2022, we had been watching a movie without any problems but when we tried to load a different app it suddenly would not play any content, nor would any other of our apps/channels, including the one we had just been watching. After trying several suggestions on your support page with no luck, I contacted a Roku customer service tech via your chat portal. After two-plus hours of trying every suggestion, they made, (some twice) we were unable to resolve the issue and I was told to wait 24 hours and then see if a solution had been found! (please see the attached chat log.) In the meantime, we did discover that one app/channel was working. (Youtube) which did indicate to us that this was not a problem with the hardware, network, or soundbar, the only culprit left is the Roku software. The only way we have been able to watch our television has been by attaching my laptop via an HDMI cord and running Hulu, etc on the computer. I finally heard back from customer support late Monday via e-mail, they stated they had an update and the problem has been solved. (Please see the attached e-mail.) However, when I checked for a software update, five channels were updated, and this did not solve the problem at all. I then did a system restart and checked again, but it still was not working, I sent a reply to this e-mail advising them that the problem was NOT solved. I have also included a screenshot of our system information. Because it has now been several days with no solution and because this is not the first time Roku software has caused problems with our device, I am also sending a copy of this e-mail to your customer advocate. We have always preferred the Roku platform and have purchased several Roku devices for our family, but the problems we have had with our Roku TV have us reconsidering this.

        We do understand that problems can happen, however, the way your company handles these problems is just unacceptable. 

        Roku has failed too,

         1) Properly vet its software updates to prevent harming ALL devices.

         2) Inform customers in a transparent way when there are reported problems with a software update.

        3) Provide a timely solution to such problems.

        We are still without a working device and are anxiously waiting for your reply,

        Thank you,

         I have reached out several times via e-mail but have not received a response from your customer support team since replying to an e-mail sent Monday by your team, that whatever "solution" they had applied did nothing at all. 

         

             It is now 12/14/22 and our device is still not working and from what I have been reading in this forum we are not the only ones experiencing this issue.