New device won't go past update

Hi Kevinmul,

Thanks for your first post in the Roku Community!

We apologized for the inconvenience this has caused. We appreciate you letting us know about this issue with your Roku device not updating and having difficulties setting it up. 

We want to perform a few steps to make sure we are providing the best service. We would recommend continuing to try to keep checking for an update to see if the device will install the latest update. You may also try connecting to an alternate wireless network to install the update, then when successful switch back to the Home network.

If the issue persists, please refer to the support article here for additional troubleshooting steps: What to do if your Roku streaming device is unable to update software | Official Roku Support

Please try doing this and see if it helps with what you're experiencing.


Best regards,
Mary

Hi RachelO,

Welcome to the Roku Community!

Thanks for the post. For us to better understand the issue you are experiencing, can you please provide us with more detailed information about the issue you are experiencing? 

Here are a few questions here to better understand what you're experiencing:

• Do you receive any error codes or messages? If yes, please let us know.
• When did this issue first start occurring?
• Does connecting to a wireless Hotspot fix? 
• What are the steps to reproduce the issue you are seeing?

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary