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MikeSW1974's avatar
MikeSW1974
Streaming Star
3 years ago
Solved

Can't Update Roku OS to 11 & Peacock app won't load

I have a few issues I need help with. First, when I turned my tv on this morning & turned on the roku player, when I clicked on the Philo app, it would open for a moment & go back to the roku home screen. I unplugged and plugged the roku player back in several times & reset the internet connection- didn't help. I then factory reset the roku player and then the Philo app works but the same issue of opening & immediately returning to the home screen has been going on with the Peacock app for over 2 months now and that one is still doing that. Secondly, I wanted to update the ROku operating system to 11 or 11.5 but when I click on update software, it tells me everything's up to date even though the Roku OS is at 10.5.0 Why won't it up date to the 11 or 11.5 ?


I have Roku Express 4K+ Model 3941RW

  • RokuMary-F's avatar
    RokuMary-F
    3 years ago

    Hi MikeSW1974,

    We appreciate your patience regarding this issue.

    We would recommend trying to check for a system update after 10-15 minutes from now by going to Settings > System > System update. Then once your device has been updated, try checking any channel if you are still having an issue.

    For more information about how to check for a manual update on your Roku device, visit our Support page here: How to update the software on your Roku TV or Roku streaming player | Official Roku Support

    This should resolve the issue you are experiencing, however, if the issue is still unresolved, please reply back and we will be able to assist you further.
     

     

    Best regards,
    Mary

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  • atc98092's avatar
    atc98092
    Community Streaming Expert
    3 years ago

    You didn't include your Roku model number (not the name, the number). From the sounds of it, you have an older player that is no longer supported. That would explain why the OS won't update, and is likely the reason a newer channel like Peacock isn't working as well. Many providers restrict their channels from working on older devices. 

    But we must know your player's model number to answer for certain.

    • MikeSW1974's avatar
      MikeSW1974
      Streaming Star
      3 years ago

      It's Roku Express 4K+ Model 3941RW so it's not an old model 

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        3 years ago

        Thanks for that. Just needed confirmation. Since it is such a new model, I'm now suspicious that there's something corrupt in the OS that likely can't be flushed without a factory reset. I hate recommending this, and it really should be a last step effort. Before that I would try uninstalling any channel that is acting up (Peacock and Philo were the two mentioned), reboot the Roku (critical step, don't skip) then add the channels back in. 

        It's unlikely a misbehaving channel install would be blocking the OS update, but stranger things have happened. You might also try connecting to a phone hotspot and then checking for an OS update. That has worked with some users that were unable to complete the initial user setup with a new device. Perhaps that might work for the OS update as well.