Turned on the Roku Express yesterday (7/17) and upon loading was met with a popup saying a software update was needed. My only option was to click OK. The update bar gets to 100% and then fails with Error Code 004 and tells me to try again later. Again, my only option was to click OK. Upon doing so, the screen blanks to the default Roku purple background with the clock in the top right. Nothing else. I have tried restarting, power cycling, and trying to access the secret menu both during the update and after it has failed. Nothing has worked (in regards to the secret menu, I get no response to the sequence of buttons that calls it), which means my Roku is a brick. Please tell me that there is something else I can do?

Created an account just to post what worked for me on my Roku Streaming Stick.Press the Home button on your remote 5 times, then press Fast Forward > Fast Forward > Fast Forward > Rewind > RewindFrom there, a prior part suggested checking to make sure you weren't on the Beta software update sent by selecting "Cycle software update server", so that's probably a good first step.What solved it for me was to manually trigger the update from the secret menu via the "Update software" option.That successfully updated the software and automatically restarted the device.Then, it landed on the same update software screen after reboot, but that was successful this time and automatically rebooted again.Then, it booted normally, and everything worked.TL;DR: Use secret menu to manually trigger software update.

Someone replied with really helpful information on page 2. Hit the home button 5 times, forward 3 times, rewind 3 times, and then the ok button. A screen will pop up on the right side with some options. Hit "Cycle software update server" It will then give you the option to update now or later, click later. The home screen should pop up.

Power cycling did fix it, for a time, I was able to watch for a bit of time. But the next time I turned the Roku off and later back on, I was right back to the update pop-up, error 004, and the blank frozen screen.Different networks yielded same.Resetting yielded same.Apparently my device doesn't qualify for support?

Thanks for keeping us in the loop, eringobraghski. We understand that the issue persists after all the suggested troubleshooting steps; we'd like to take this to another step and forward this over to the appropriate Roku team for a thorough review and investigation. We need additional information to do this; kindly provide the following: Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About) Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID) With this additional data, we can pinpoint what's causing the problem on your Roku device. We are hoping for your prompt response. All the best,Emman

Error 004 failed update leads to blank frozen screen

22 Replies

GMan77778
Newbie
11 months ago
Created an account just to post what worked for me on my Roku Streaming Stick.
Press the Home button on your remote 5 times, then press Fast Forward > Fast Forward > Fast Forward > Rewind > Rewind
From there, a prior part suggested checking to make sure you weren't on the Beta software update sent by selecting "Cycle software update server", so that's probably a good first step.
What solved it for me was to manually trigger the update from the secret menu via the "Update software" option.
That successfully updated the software and automatically restarted the device.
Then, it landed on the same update software screen after reboot, but that was successful this time and automatically rebooted again.
Then, it booted normally, and everything worked.
TL;DR: Use secret menu to manually trigger software update.
- GMan77778
  Newbie
  11 months ago
  Additional detail to the above post:
  I had to click OK and wait for the automatic install to fail before I could access the secret menu.
  - eringobraghski
    Channel Surfer
    11 months ago
    Thanks, Gman.
    I had found that thread and tried that before, but I tried again this morning juuuuuuust in case. No dice.
    I was already on the release server due to the previous attempts. Cycled the release server and attempted from both beta and release. They failed at 84%ish.
    On the plus side, the while thing didn't freeze and I was able to Cancel back to the menu and use the Roku (unlike when it tries to auto update).
    After restarting the device, it again forced an auto update, failed, and froze.
- Kpi
  Reel Rookie
  8 months ago
  Thank you! Home 5 times fast forward 3 times, rewind 3 times and the ok button once worked! Just click "Cycle software update server" and you're good to go. Thanks!
- carolbowdeny
  Newbie
  3 months ago
  This worked perfectly for me!!! Thank you!! Had been struggling for hours before tinking of looking here!! Never even heard of secret menu!! Thank you for posting!!!
eringobraghski
Channel Surfer
11 months ago
Alright, I got a tracker id just in case since I haven't seen movement in a bit.
Tracker id: 11-305-217
- RokuEmmanuel-D
  Community Moderator
  11 months ago
  Thanks for the additional details, eringobraghski.
  
  We will make sure to pass this information on to the correct team at Roku for a comprehensive review. While this is being looked into, we kindly ask for your understanding and patience.
  
  Many thanks,
  Emman
  - eringobraghski
    Channel Surfer
    11 months ago
    Thanks so much, Emman.
DianeO
Newbie
8 months ago
I disconnected from all the ports and it started updating.
- DianeO
  Newbie
  8 months ago
  Didn’t work after all

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Error 004 failed update leads to blank frozen screen

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