Forum Discussion

rileybutton's avatar
rileybutton
Reel Rookie
5 years ago
Solved

How to fix Roku TCL TV that's stuck on recovery mode screen

So i have had my Roku TCL 6’5 inch tv for maybe a year. (I honestly don’t even think it was a year but just to be on the safe side). I have the purple never ending Recovery Mode screen. it keeps re...
  • RokuDanny-R's avatar
    RokuDanny-R
    5 years ago

    rileybutton Lemons2lemonad 

    Thanks for the post.

    Can you provide us with a screenshot of the issue you are experiencing?

    We recommend rebooting both your wireless router and your Roku TV.

    I'd also recommend trying to connect your Roku TV to an alternate network, such as a mobile hotspot, to see if you can finish updating your TV. Then once your TV has been updated, try switching back to your home wireless network.

    Please keep us posted what you find out.


    Thanks,
    Danny

  • Lemons2lemonad's avatar
    Lemons2lemonad
    5 years ago

    I did a reset by holding the button for 30 seconds and then leaving the TV unplugged for 2 hours. I then did a factory reset from the settings menu. Once I started it over it updated and now it is fine. Though it had to go through the whole set up again. I think this is an update issue. Once the new patch downloaded everything was fine. 

Jade_Ceeza's avatar
Jade_Ceeza
Channel Surfer
5 years ago

I've been trying to fix this thing for more than 24 hours. I've searched many boards with many solutions offered and I am left assuming I'm doing something wrong.
TCL Model: 50S421
Roku TV: C124X
Version: 939.00R02201A
(If you need more info, let me know)

I turned on Netflix to listen to it while going to sleep. The app played for about 5 minutes(I assume enough time to start an update?) and then it turned its self off. It took about 3 minutes to try and turn back on and eventually came up with a purple screen with the top of it reading "Recovery Mode". I've gone through these prompts at LEAST 20 times at this point. English>Wifi connection>Enter info>Update now>Restarting.
I began searching for more information on this problem and have tried holding the reset button for factory reset at least 5 times. I've unplugged and plugged it back in. I've tried rebooting my modem, despite every other item connected to the modem working fine BUT the TV. None of what I've found has helped. It has restarted once, acted like it was going to work, then when trying to actually load something up it just went back into the recovery mode loop. (I've also tried disconnecting all game systems and rebooting and factory resetting and it seems to not be working still )
I'll try literally any ideas anyone has.

Jade_Ceeza's avatar
Jade_Ceeza
Channel Surfer
5 years ago

I restarted the modem again, rebooted the TV again, it didn't work. So, once more, I tried holding the reset button for more than 60 seconds(Because nothing less had worked before). The TV finally went into factory reset and actually got past the internet connection part. We reactivated the device, it updated, began playing Netflix for about an hour, and I surmised it finished updating all over again because it went back into the recovery loop. I'm going to try factory resetting it again and just not connect it to the internet. I'll likely contact customer service if I can find a way to do so. (I've seen many posts about customer service being down because of Covid?) This is truly unacceptable and unfortunate. Before this incident, I would have recommended Roku to all of my family and friends. Now, I'm feeling guilty because my disabled mother could encounter this same issue and be left with no television.

  • Jade_Ceeza's avatar
    Jade_Ceeza
    Channel Surfer
    5 years ago

    Just spent the last hour doing all of this over and over again. 
    I also left it unplugged for over an hour last night and more than 3 hours yesterday, so I'm trying that now.

    I've unplugged it, plugged it back in. 
    Held reset button 10, 20, 40, 60, and 65 seconds in an attempt to factory reset it. (Sometimes while pulling the plug because I saw mention of that here in the forums.)
    I've unplugged and even factory reset my modem to make sure that was also not the issue. 
    I've used a mobile hotspot in an attempt to update from the recovery mode screen. I've also tried to update via 2g AND 5g. (many, MANY times)
    I've tried restarting the TV with no internet connection(Modem unplugged) to see if I can make it just factory reset without connecting to the internet(I've yet to see the factory reset screen)
    I've unlinked the TV from my Roku account, attempted to update through recovery mode, and even tried factory resetting.
    Attempted to call customer service, to which I heard the covid message. (That's just even more infuriating since no one is helping me here even.) Going to ALSO send an Email.
    I've disconnected my living room television from the internet to keep it from incurring the same issue through updating because obviously, this is affecting a lot of televisions/devices.

    It's disappointing and slightly irritating that you're directed to the forums as a way of solving your issues only to be met with no answers or replies to help rectify the problem. I've seen some of the topics on here where people don't even get replies for 24+ hours and it seems it's in hope of said people reaching out to customer service and finding a solution to their issue, but there's no way to reach out to customer service when they're not receiving calls and their emails don't let you contact for support. Only billing.(Which I'm going to attempt to do, I guess.)