Roku 3800x now always powers up in Recovery mode (light Purple Screen)

Is there any way to actually report this problem to the developers?  I've been in software development; when we knew about a problem, maybe it took a while but we fixed of it.  The community forum just seems to be a place to pretend we are getting some kind of attention while insulating development from us.  "Did you turn it off and back on again?",  "Are you sure it's plugged in?", and that exhausts the whole script.

My sister knows someone who works at roku in software development and she told her about the problem I'm having they are working on a fix for this I'll probably hear something more from her tomorrow 

I am also having the same issue. Tried all connections and have the stick moved away. I have a 3800X on version 55C.50R06040A

Hi Bailysmom60, 

Welcome to the Roku Community. 

Could you share your personal experience with us, the specifics of the issue you are seeing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

With more detailed information, we will be able to help you further. 


Regards, 
Nimfa

having the same issue after 

 roku update now boots up to recovery mode every time.  different tv. after power off and restart always boots to recovery mode.  looks like update did something to stick.

Hi kasper0629, 

Thanks for reaching out to the Roku Community. 

Could you confirm, if the information is available, Roku device model, serial number, device ID, and software OS/version? If you have a Roku device, how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? What troubleshooting steps have you already taken to try to resolve the issue?

Let us know what you find out. 


Regards, 
Nimfa

I am having the same problem. It started about a week ago.  No issues before that time.  
model: 3800X

serial num: YF001D049801

Sw version: 12.0.0 bld 4178-55

Dev ID: CT3931049801

I power the device by connecting USB to port on my TV.  I’ve reset my Wi-Fi router and unplugged Device from both hdmi and usb and then reinstalled but got same error. 
Matt

Hi MattD5, 

Thanks for reaching out to the Roku Community. 

We suggest you plug the device into a power outlet and see if there's any difference. In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Keep us posted on how it goes. 


Regards, 
Nimfa

Hi Nimfa.  I just switched from powering off USB port on tv to an outlet and the initial start came up in recovery mode, but I restarted and no recovery mode this time.  I tried several other times and it worked the same.  Thank you.  I typically only use this particular TV on weekdays so I’ll try it on Monday and let you know If the problem reoccurs. 
Matt

MattD5

Thanks for the update. 

We're glad to hear that it resolves the issue you are seeing with your Roku device. Please keep us posted if the issue resurfaces and we're glad to help you further. 

Don't hesitate to contact us if you need further assistance in the future.


Regards, 
Nimfa

RokuNimfa-C  Thank you for your input.  The other day after its final boot (where it would go to home screen), it appeared to be completing another update (on the dark purple screen this time).... again it completed and was normal, though on subsequent powerups the same light purple recovery screen continues. 

I'll continue to post updates as they occur. 

here is info

Bismarck318 

Thanks for the update. 

It seems there is progress on the issue you are seeing with your Roku device. Keep us posted on how it goes, in case the issue resurfaces again. And don't forget to plug the device into a wall power outlet for the Roku device to perform better. 

Thank you for your time and patience in this matter. 


Regards, 
Nimfa 

Thanks for getting back to us, kasper0629.

We appreciate the screenshot you have provided it is a big help for us to assist you further. Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? 

If the device is plugged into a USB Port of the TV, we suggest you plug it into a wall outlet and see if there is any difference after. 

Keep us posted. 


Regards, 
Nimfa

I tried both.  still same

kasper0629

Thanks for the update. 

We apologize to hear that it did not help the problem on your Roku device. Our support team is now aware of your issue and I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa

RokuNimfa-C 

A few days back, I had stated the Roku was installing final updates on the Dark Purple screen after the recovery & bootup screens, this resulted in the following update on 4/28/23 around 3AM

Version 12.0.0,  Build 4178

... I checked this, this morning.

To use the Roku supplied USB Power supply, I had to use a 120v extension cord with the  supply I installed this last night (this is getting the same 120v house current), it appears this did not appear to fix the issue (so far).  I'm going to watch it for a few days, do you see any problems using the extension cord?  I also noticed the Roku USB 120v supply is not polarized at the wall plug.

Again the unit was working fine, I was powering it from a USB charging station for around a year before it developed this issue.... before that I was powering off the TV sets USB port, though when I switched TV's the port on the replacement set stated the USB was a service port only, plus I wanted to separate the Roku device from the TV for possible RFI interference. 

I'm taking it would not be a good idea to power off a USB Hub device then?  I was looking for something  I could easily switch off the Roku Device power rather than continuously unplugging it.  One other item would be the actual USB Cord that came with the device itself to possibly be at fault (???). 

RokuNimfa-C 

Another update came through this morning, once again after the Recovery mode on a dark purple screen screen & after the boot up v12.0.0 Build 4181-55.

Should the Version suffix in recovery mode align with the current build?  Note the Screens shots below were taken previously.  The Current Build on the stick is v12.0.0, Build 4181-55 now.  They were the same before, but not now.

I did a restart after this mornings update, but still got the light purple Recovery screen with these same #'s below. 

 The above Dark Grey screen was taken earlier, this screen now reflects the current build of 12.0.0, Build 4181     

I am having the same problem; the device goes into Recovery every time I turn it on.  This started after a software update. I tried a factory reset, and the problem remains except now I have to enter my wifi password every time 😠  

Is it possible to rollback updates to a previous version?  (one that works)

z-bob  What version did this issue start to occur?  I was thinking of doing a reset but would afraid it would brick the unit.  I am curious what exactly cause it, it almost looks like there was an update that never actually completed on the morning 4/18... & on the next power up is when the Recovery Mode started occurring on every powerup. .

Did the reset take this back to a prior version?  As you stated it did not solve this issue.  My other Roku Express 3900 appeared unaffected, but I noted it is still @ 11.5.0 Build 6040.  

I don't know.  A couple of weeks ago, there were 2 or 3 updates back-to-back.  Perhaps they were the same update that was failing to complete.  Then about a week later (not sure if there was an update or not) the Recovery thing started happening.  When I did the factory reset, it rolled *way* back to a very early release; whatever version was in 3800x when I bought it.  (the user interface is different, and I had to pair the remote again and also register the device)

I'll power it off again now to see what version it's running...  It says 55C.50R06040A, but it hasn't done the recovery yet...  Entering my wifi password again... (grrr)  Now it's updating and about the restart...  In the System menu under Software Update is says I'm running version 12.0.0 Build 4181.  I don't know where to find a version in the format 55C.50R(etc).  Since I was here, I clicked Check now (in case the Recovery didn't really complete) and it says I'm up-to-date.

I am having the exact same issue. After the 12.0.0 build 4181-55 update my Roku boots silently with he dancing Roku letters, goes to the purple recovery mode screen, then boots with sound. After that it runs as normal, it's getting really annoying.

RokuNimfa-C . I am having the same issue as z-bob.

This started off just as Bismarck318 mentioned where it would start with the dancing roku letters. Then go to a recovery screen and restart. Just inconvenient. I did a factory restart and now I have to connect to wifi and go through the set up process everytime I turn the device on.

I've tried reseting the roku stick and my wireless router. I plugged the roku stick into a different hdmi port on my TV and switched from USB connection plugged into TV to plugged into wall for power source. It's still not working.

Please Help

Model # 3800RW 

Serial # YF0002420160

Device ID: CU3880420160

Version: 55C.50R06040A

Software Version: 12.0.0 • build 4181-55

Thank you

DCarbajal

z-bob  Entering the Wi-Fi Password every time has to be an annoyance.  Your 2 back to back updates maybe were the update on 4/28 to 12.0.0, Build 4178, then on 5/3 to 12.0.0, Build 4181?

NB5555  Mine started misbehaving @ 11.5.0 Build 6040, but a month after that update, otherwise it was fine right after the update on 3/18.  Something happened on 4/18, like it updated again, but still reported  it was at Build 6040. 

z-bob  I'm trying to help by giving  them precise details on the what's, how's (I don't have the why's).  I work in Software/Firmware test, & engineering myself.  I would hope this information is being passed on to developers.   So far I have tried to eliminate all of the physical factors such as cables, power supplies, & such on my end.  I'll give them the benefit of the doubt, I've had "software" issues in test where it came down to swapping a CAT5 Cable with a CAT 6 cable to reduce noise. 

Bugs always don't come out right away, & part of my job is to try to replicate issues.  This will make a better product overall in the end.