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
tv & player support
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

    • Mariemorgan's avatar
      Mariemorgan
      Reel Rookie
      3 months ago

      I know for at least mine it is not User caused.  I would wake up the next day and turn the tv on and it is at the setup screen the last 3 updates that have been pushed to the roku.

    • garynanson's avatar
      garynanson
      Reel Rookie
      3 months ago

      Hi, 
      No, it started happening in the last few weeks.  I don't know when the last update happened.

      It was last used around 10pm last night, by 10am this morning there was no auto.  I tried playing with the audio settings (changing from auto to Dolby, ect.) but the only fix has been to power cycle the device.

      I confirmed the TV audio works with other devices (TV box, blu-ray, ect) without having to power cycle those devices.  Only the express is having the issues.

      • RokuSuzyL's avatar
        RokuSuzyL
        Community Moderator
        3 months ago

        Thanks for the update, garynanson 

        We've passed this along to the right team for a closer look. Once we have an update, we'll keep you posted!

        Thanks,

        Roku Community Team