Forum Discussion

PunchOut911's avatar
PunchOut911
Channel Surfer
2 years ago

HiSense is asking me to rollback Roku Software

Hello everyone, 

My Hisense TV is not working as intended, the image flash and we can see it in double.

The TV is less than a year old, I have 6 years of warranty through Costco but first year needs to be serviced by HiSense.

They are telling me to rollback to Roku Version 11.5, it’s currently on version 12.0. They are asking me to contact Roku by phone to have more information on how to proceed?

If I reset the TV, how do I block auto updates so it does not go back to 12.0?

Thanks

15 Replies

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  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi PunchOut911,

    Thanks for posting, and welcome here in the Roku Community!

    We would like to know more about this issue to better understand this. Could you please send us an image with the "image flash" you have mentioned? In addition, when did you first notice this issue start to occur? Furthermore, is this display issue happening to a specific channel of generally throughout the Roku platform?

    Let us know.

    All the best,
    Kash

    • PunchOut911's avatar
      PunchOut911
      Channel Surfer
      2 years ago

      Hello, when you reset the TV so it goes to a previous Roku version, there is no issue but it automatically updates back to 12.0

      It is happening on all platforms, Roku Menu or even hdmi inputs.

      https://streamable.com/aibkb2

      Here is HiSense email : 

      Thank you for contacting Hisense Customer Support. 

       We have received an update that this issue can be resolved by getting the ROKU software update 11.5 version only , since this tv model is a ROKU TV which, since it runs on ROKU's own software, you would be required to contact them for the update.

      You can contact ROKU to confirm the steps required  via  ROKU customer service number 1-816-272-8106.

       If you have any further concerns, please do not hesitate to contact us accordingly via email or our customer service line 1-855-344-7367 Monday-Friday 8am-8pm EST. 

       Best regards

       Andre 

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi PunchOut911,

        Thanks for keeping us updated here in the Roku Community!

        We're happy to help you with your problem with your Roku TV. We'd like to know more about the issue that you are experiencing. Can you please provide the following information asked by RokuTakashi so we can assist you further on our end? In the meantime, please try to restart your Roku TV from Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

        We'll be waiting for your response.

        Kind regards,

        Eunice

  • karlc's avatar
    karlc
    Newbie
    2 years ago

    If HiSense is requesting a rollback of the Roku software, it's likely due to identified issues or compatibility concerns with the current version. Rolling back the software involves reverting to a previous version of the Roku operating system.

    To proceed with the rollback, follow these steps:

    1. Access Roku Settings: Navigate to the settings menu on your Roku device. You can usually find this on the home screen.

    2. Go to System: Within the settings menu, look for the "System" option.

    3. Select System Update: Under "System," find and select "System Update." This is where you manage software updates.

    4. Check for Updates: Roku may check for updates automatically. If not, initiate a manual check to see if there's a rollback option available.

    5. Choose Rollback: If a rollback is available, it should be listed as an option. Follow the on-screen instructions to initiate the rollback process.

    6. Wait for Completion: The rollback process may take some time. Be patient and let the device complete the rollback.

    7. Restart Roku: After the rollback is complete, restart your Roku device.