Forum Discussion

Joeblow99's avatar
Joeblow99
Channel Surfer
4 months ago

Roku device factory reset itself after an update

Twice now in the last two weeks after what I assume were device updates, I've woken up to find that my streaming stick has been reset. It needs to re-recognize the TV, then I have to sign in to my account again, then I need to re-sign into any of the pay services I use (Netflix, Amazon, etc.). Additionally, it blows away all my favorites, which is great.

I've had the stick for a few months now - is this the future I have to look forward to? If so, someone please let me know now.

Thanks.

OS Update
tv & player support

29 Replies

  • Mariemorgan's avatar
    Mariemorgan
    Reel Rookie
    4 months ago

    Mine does the same things after firmware updates.  its maddening.  

    • You mentioned that it has reset. Do you mean that you have undergone the initial setup process?  When It does the automatic firmware update you come back to wanting you to set it back up and add your roku email address again.  Once you sign in with QR code or email it asks you if you have cable, if you what apps you want etc adn reinstalls everything like it's a brand new device.  You lose you back grounds, your app home screen setup, everything, all apps have to be relogged into again.  
    • Can you share the model number of the Roku Stick? I have a Roku Streambar and it's done this 3 times with updates now.  It did it again last night
    • What's the latest software version of the Roku device?  14.6

     

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      4 months ago

      Hi Mariemorgan​

      We noticed in your post that you're experiencing an issue with the Roku Streambar restarting after an update. We also appreciate your clarification.

      We'd like to coordinate this with our team. Please share the following:

      • Roku device model, serial number, and device ID (select Settings > System > About)
      • Tracker ID and OS version and build (Press Home 5x, followed by the Back 5x)
      • Troubleshooting steps that you have tried


      Keep us posted.

      Roku Community Team

  • garynanson's avatar
    garynanson
    Reel Rookie
    3 months ago

    Every few days, my Roku Express model 3960CA seems to be going through a hard reset.

    It powers off, boots up then asks me to log into my Roku account.  I can't get past that screen until I log in.

    Once I have gone through the initial setup (scan QR code and log into Roku on my phone) it installs my apps which takes about 15min.  Then I have to log into all of the apps.

    Becoming quite a pain.  I have checked for the latest version of firmware, it has SF version 14.6 build 4.9915-ED as of today.

    It also drops the audio, quick fix is to power cycle the device and everything seems fine after that.

    it has a 30w USB power adapter.

    Is there any support for this?  

    • RokuSuzetteL's avatar
      RokuSuzetteL
      Community Moderator
      3 months ago

      Welcome, garynanson 

      We understand that you are having concerns with the Roku device that reboots every few days. Thank you for the troubleshooting attempts. To help us investigate further, can you share this detail?

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID and GC version (Press Home five times, then press Back button five times)

      We'll wait for the info!

      Roku Community Team 

      • garynanson's avatar
        garynanson
        Reel Rookie
        3 months ago

        Hi, 
        I did some more checking, the factory reset might be human caused.
        The main user of the device has been tapping the reset button when the audio stops working to restart the device.  Some times they are holding it too long.

        I will get them to unplug the device instead of pushing the button.

        I would like to get some support on the audio issues.
        I have confirmed that when coming out of sleep after a few hours of no use, there is no audio sent to the TV.
        tried a few apps, confirmed even the "bing" noise when using the remote is not there.
        power cycle of the device (unplugging it) fixes it.

        Here is the info you requested:

        model: 3960CA-Roku Express
        Serial: X02600VD4TR3L (S0KE34AD4T3L)
        Device ID: S0KE34AD4T3L
        Software: 14.6.4 build 9915-ED
        GC Version: 13.23.16
        Issue ID 3L-304-887

  • aceish's avatar
    aceish
    Newbie
    3 months ago

    so before it completley restarted itself, it was just turning off and on every 5 minutes or so, now everytime it factory resets jtself and it wont do it until you set it ALL up so you know just wastes my time. Im currently sitting on the wifi screen and it hasnt restarted, im about to finish it snd get back to you. didnt even finish setting it up and it FACTORY RESET ITSELF AGAIN. WHAT THE F*CK.

    • renojim's avatar
      renojim
      Community Streaming Expert
      3 months ago

      It would help to know the model number of the Roku device, but if you're using the TV's USB port to power the Roku device, use the supplied USB power adapter plugged into the wall.  If it didn't come with one, use one from a phone or tablet that can supply at least 1 Amp.

    • RokuSuzetteL's avatar
      RokuSuzetteL
      Community Moderator
      3 months ago

      Welcome, aceish​ 

      We understand that you have concerns with the Roku device that turns off and on every 5 minutes and resets itself. To help us look into this further, could you share the following details? 

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID and GC version (Press Home five times, then press Back button five times)

      Thanks in advance for the details!

      Roku Community Team 

  • CaliPhattie's avatar
    CaliPhattie
    Newbie
    2 months ago

    Same thing just happened to my new Roku Streaming Stick Plus today.  It initialized ALL of my configurations back to factory default!  This set me back almost an hour trying to setup the device again from scratch.

    • Model - 3830R
    • Device ID - S1C33525148J
    • Serial - X03700N5148J
    • Software Version - 14.6
    • Tracker ID - 8J-332-754
    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 months ago

      Greetings, CaliPhattie​!

      We have passed along your information to our team for further investigation.

      Thanks for your patience and understanding!

      Roku Community Team

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    4 months ago

    Hey, Joeblow99​ 

    It's great to see you here!

    We see that the Roku has been reset after an update, and we're here to investigate.

    Can you share some info?

    • You mentioned that it has reset. Do you mean that you have undergone the initial setup process?
    • Can you share the model number of the Roku Stick?
    • What's the latest software version of the Roku device?
    • Can you also share a video showing the issue, if possible?

     

    We'll wait for your response!

    Roku Community Team

    • Joeblow99's avatar
      Joeblow99
      Channel Surfer
      4 months ago

      Correct, had to do the initial setup both times.

      Model 3820R2, software version 14.6.

      There's no video to show - it's just the initial setup process.

      Thanks.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        4 months ago

        Thanks for the reply, Joeblow99​!

        To help us investigate further, can you share the following details?

        • Tracker ID (Press Home five times, then press Back button five times)


        We'll pass this on to the team for review!

        Roku Community Team

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    3 months ago

    Hey everyone!

    We'd like to know if, after the incident happened, the issue is persisting or is still occurring at the moment. If so, can you please keep us posted so we can pass it on to the team?

    Thanks,
    Roku Community Team

    • Mariemorgan's avatar
      Mariemorgan
      Reel Rookie
      3 months ago

      It has happened for me every single update for the last three updates that have been pushed.  Once you go through the setup again like it's a new device it doesn't happen again until the next update is pushed out.  Then you have to set it all up again.

    • JustaPersonCO's avatar
      JustaPersonCO
      Newbie
      14 days ago

      My streaming stick has been doing this for years. It is super frustrating. Every software update it wipes everything and I have start from scratch. 

      model: 3810X - Roku streaming stick +
      serial: YH00Ea007994

      software: 14.6

      • RokuRhea-V's avatar
        RokuRhea-V
        Community Moderator
        13 days ago

        Hey there! JustaPersonCO​ 

        We understand your Roku Streaming Stick keeps resetting itself. We’ve sent this to our team to check it out. We’ll let you know as soon as we have an update! 

        Staytune!

        Roku Community Team

    • Joeblow99's avatar
      Joeblow99
      Channel Surfer
      3 months ago

      It hasn't happened since my original post three weeks ago. But that can't be the end to the troubleshooting.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        3 months ago

        Thanks for leaving a reply, Joeblow99​!

        This is still being investigated, and we circled back to see if there are folks who are still experiencing the issue. But, it's good to know it hasn't happened since. 

        Roku Community Team

  • Mouldyboots's avatar
    Mouldyboots
    Newbie
    3 months ago

    Hi my roku 4k stick has completely reset itself to factory settings after an update, i now have to log in to all my apps all over again, reorganise the app order, load apps that have mysteriously vanished from my account. 

    Is there any way to stop updates from occurring?

    I use the stick occasionally and each time i have to go through a process of signing in all over again, finding my phone entering codes etc that eats up the short time j bave for watching.

    Hate the amazon stick because of the adverts but may have to switch if this is going to be the new normal…

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      3 months ago

      Hey Mouldyboots​!

      Thanks for reporting the issue you have with your Roku device resetting itself.

      To help us investigate further, can you share more info?

      • Is this still happening after you have set it up again?


      In the meantime, sharing these device details would also help.

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID (Press Home five times, then press Back button five times)


      We'll wait for your response!

      Roku Community Team

  • IdefixRC's avatar
    IdefixRC
    Newbie
    10 hours ago

    Hello Roku Team,

    I have the same issue with the Roku Stream Stick 4K.
    The stick keeps on resetting itself every few days and it has to be setup again from scratch (Roku login, Wifi, apps etc). It is unusable 😒

    Model: 3820RW2 - Stream Stick 4K
    SN: X025006M0A48
    Device ID: S0JC348M0A48
    SW Version: 14.6
    Tracker ID: 48-417-781

    Thanks

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      9 hours ago

      Thanks for the info! IdefixRC​ 

      We’ll loop in the team to take a look. If you run into anything else or just want to follow up, feel free to reach out!

      Roku Community Team