Forum Discussion

Mdeegan8's avatar
Mdeegan8
Binge Watcher
2 years ago

RCA Roku tv recovery problem

My tv will not stop going into recovery mode even after pressing the reset button 

15 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome to the Roku Community, Mdeegan8!

    Thanks for informing us about this. Rest assured that we'll have our relevant team look into this to help you find the best resolution possible.

    In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

    • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

    We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

    Best regards,
    Carly

    • Mdeegan8's avatar
      Mdeegan8
      Binge Watcher
      2 years ago

      Device id S0YUP3T863M

      Serial number X020008T863M

      Model RK32HN1

      Roku Tv HE11X

      Version GTC.00R01331A 

      That’s all I can get as I can’t get into anything on the tv it’s coming up grey Roku screen then turns back off then restarts and it’s recovering so I can’t get the tracker ID sorry 

      • Lrbl's avatar
        Lrbl
        Reel Rookie
        2 years ago

        I’m having exactly the same issue with my element Roku TV. 

    • Mdeegan8's avatar
      Mdeegan8
      Binge Watcher
      2 years ago

      Hi just checking to see if there is any further update on fixing the tv yet as Amazon only have 6month guarantee and it’s 7month old so can’t even send it back to them 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi Community users,

        Thanks for posting to the Roku Community!

        We are currently aware of this, and our appropriate Roku team has been investigating this issue closely.

        In the meantime, please help us with the required details posted by RokuCarly above so we can send additional information for the investigation to our appropriate Roku team.

        We look forward to hearing your response and receiving your device details.

        All the best,
        Chel

    • Mdeegan8's avatar
      Mdeegan8
      Binge Watcher
      2 years ago

      RokuCarly 

      Do you have any idea how long this problem is going to last as this is 2wks now and still no further forward. I sent u all the details I could get from the tv but still not heard from u. And Amazon won’t take the tv back because it’s a month over 6months old 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Thanks for the follow-up, Mdeegan8!

        Please be aware that we have no update to provide at this time, but rest assured, once more information is available, we'll be sure to update this Community thread.

        We are working diligently to attend to your concern as soon as we can.

        All the best,
        Chel

  • CrimeJunkie82's avatar
    CrimeJunkie82
    Reel Rookie
    2 years ago

    Good luck!  Mine has been stuck on it for MONTHS with absolutely no resolution in sight and absolutely no help from anyone on here...

     

    • Mdeegan8's avatar
      Mdeegan8
      Binge Watcher
      2 years ago

      How old is ur telly I tried to get communication from here but sat without a tv for over 3wks but contacted where I bought it and they offered a replacement or a full refund