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 ac...
OS Update
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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

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

        Thanks for providing the extra details, garynanson​!

        For clarification, yes, it could trigger a factory reset when pressing the reset button on the Roku device. We may need to observe if this happens again, even if not pressing the reset button, to determine if it's not a human error. 

        For the audio issues, can you share the timeline of when this happened? Did you notice this after a recent software update?

        Please keep us posted!

        Roku Community Team