Forum Discussion

eringobraghski's avatar
eringobraghski
Channel Surfer
2 years ago

Error 004 failed update leads to blank frozen screen

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 ...
RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
2 years ago

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

eringobraghski's avatar
eringobraghski
Channel Surfer
2 years ago

Emman,

Thanks for your patience.

Roku device mode - 3900x - Roku express

serial number - YG000G070811

device ID - C33950070811

OS version - 13.1.4 build 1510-51

Will the tracker id be helpful here? I can't get the tracker id after the error occurs because the screen is frozen. Only after resetting the device. So the error wouldn't have happened? If you need it I'm happy to get one.