Forum Discussion

OwlBeGaming's avatar
OwlBeGaming
Reel Rookie
2 years ago
Solved

Hisense 65R6E1 Loop screen & usb updater

I activated the "awake" mode and now my tv is stuck on a start up loop screen. Turns itself on then turns itself off. Holding the reset button did nothing but make the screen go black for a bit but then it resumed the on and off dance. Has anyone been able to get the usb download link. I know this is a firmware issue so I'm trying to get the update onto a usb. I can't get past the roku tv hardware id question, with the tv looping I can't access the settings. 

Emailed Hisense for both support and the firmware update and was told to contact roku. Chatted in with roku and was told to call Hisense. Called Hisense and was told to contact Roku. 

If anyone can provide me with a download link or share the file I'd very much appreciate it. 

Roku TV Support
USB
  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi cmac3303,

    Thanks for posting about the trouble you've encountered with your Roku TV to the Roku Community!

    The issue you are experiencing may be related to hardware. We recommend contacting your TV manufacturer directly to report this issue and request additional support.

    Each Roku TV manufacturer provides direct support and warranty services for their Roku OS products.

    For a list of Roku TV manufacturer's contact information, visit our Community post here: Contacting Support for Your Roku TV.

    We appreciate your understanding.

    All the best,
    Chel

13 Replies

  • mbermo's avatar
    mbermo
    Newbie
    3 months ago

    I also having the same issue here, and unfortunatel,y no one helps ( Hisense and Roku ) 

    What bad service from both? wasting time and money for nothing ????????

    We all need to solve this issue

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      3 months ago

      Thanks for reaching out here, mbermo​!

      We're sorry this has caused you inconvenience, and we'd like to be able to help out. 

      Can you share the specific issue you have with your Roku TV? Providing some pictures would help us identify your concern quickly!

      Please keep us posted!

      Roku Community Team

  • Bruce_L's avatar
    Bruce_L
    Reel Rookie
    8 months ago

    Hi,

    I have the exact same problem with my TV & got the same answers from Hisense and Roku, with each blaming the other. I have this nice 58" TV sitting in a box now. Ended up spending DAYS trying to fix it, hours on the phone & after a very PO'ed wife, I bought a Vizio 55" to replace it. Hisense boxed. Is there ANYONE out there that can guide me to a download of the entire ROKU OS for install?? Already tried the USB route with update.roku file. TV is currently junk now but would really like to use rather than throw away. We'll install the Vizio in the bedroom. HELP plz!!! 

  • FIVEFINGUZ's avatar
    FIVEFINGUZ
    Newbie
    12 months ago

    OwlBeGamingdid you ever find an actual fix for this? I'm currently going through the same loop you described here. Everyone, including Hisense/Roku, is explaining it in layman's terms as though it's a simple fix and I'm crazy but NONE of them are taking the time to listen that I literally can't access the information they're asking for because their product is **bleep**... 

  • cmac3303's avatar
    cmac3303
    Reel Rookie
    2 years ago

    I’m having the same issue. I’ve tried to replace all of the circuit boards and none of that helped. Now I’m in the same situation, trying to find a firmware download, but Hisense says my serial number is wrong and I can’t access any software issue due to the automatic on and off loop.

    • OwlBeGaming's avatar
      OwlBeGaming
      Reel Rookie
      2 years ago

      yeah, the model doesn't populate on the Hisense website for me either, which is why I reached out to them. The second time I spoke to someone from Hisense they told me that the serial number won't show up on their firmware update site because the updates are provided by Roku. The only thing Hisense provides is the standard power and spec information. 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Thanks for keeping us in the loop, OwlBeGaming.

        We appreciate your patience and cooperation in resolving the issue. 

        Please note that we'll pass this along with your concerns and details to the appropriate Roku team for further investigation and post an update on this thread once we have any available developments in the investigation.

        We hope to get everything sorted out soon, and we value your understanding regarding this matter.

        All the best,
        Chel

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi OwlBeGaming

    Welcome to the Roku Community!

    Thanks for letting us know about your trouble with your Hisense Roku TV stuck on the start-up loop screen and for some steps you took to resolve it. We apologize for your experience and the inconvenience this may have caused.

    Regarding your inquiry about updating your Roku using USB, you can visit our Support article here: How to use a USB to update your unconnected Roku TV system.

    Please keep us posted on what you find out, and we'll continue assisting you from there.

    All the best,
    Chel

    • OwlBeGaming's avatar
      OwlBeGaming
      Reel Rookie
      2 years ago

      I understand how to use the updater I just can't access the settings because of the TV shutting itself on and off as soon as it's plugged in. I'm needing the download itself or to either bypass the step one questions so I can proceed to the download. Any idea how to do that RokuJechealR?

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Thanks for the response, OwlBeGaming.

        Please note that we don't have any way to bypass that process. In that case, we recommend contacting your TV manufacturer for further assistance.

        In addition, one possible reason your Roku TV constantly reboots on its own is a problem with the power adapter, cord, or power outlet. Ensure that everything is correctly connected to the back of the TV.

        If you have any information about your device, please provide us with these details so we can send them to the appropriate Roku team for further investigation as follows:

        • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • Tracker ID when this issue occurs (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).

        Please keep us posted!

        All the best,
        Chel