Forum Discussion

Mark614's avatar
Mark614
Channel Surfer
2 years ago
Solved

Roku Express 2024 update issue

I have a Roku Express that updated on 1/17/24. After the update loaded, it went to the opening screen, then went blank, and went back to the opening screen. It continues to do this and never goes to the Home Screen. All I see are the dancing letters. I’ve tried reseting It by unplugging the adapter, using the reset button and using the remote button sequence. I’ve also replaced my batteries in my remote and nothing is working. I have had the same exact set up for about two years with no problems. It all started after yesterday’s update. Any suggestions?

Model #3930x

SN: S008299SLXSD

tv & player features
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Shameless001 snopcy 

    It's always great to see new users around here in the Roku Community.

    We're sorry to hear about the trouble you've encountered with the Roku Express booting up after the update, and we would be more than glad to assist. In this matter, we recommend performing a complete reset to your Roku device. A factory reset clears the majority of data from your Roku device and resets it to a factory default state. After you complete a factory reset, you need to set up and configure your Roku device again including the following: Perform the Guided Setup and activation process. 

    To perform this, kindly follow the steps provided in this support article: How do I factory reset my Roku® streaming device?

    Please keep us posted on what you discover in our endeavor to resolve this issue.

    Best wishes,
    Kash

52 Replies

    • Mark614's avatar
      Mark614
      Channel Surfer
      2 years ago

      I have tried resetting with no luck. 

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Mark614

    Thanks for posting here in the Roku Community.

    We acknowledge the issue you've encountered, and we'd like to assist further. By any means, have you performed a "factory reset" to your Roku device by pressing the reset button at the back of your Roku device for 20-30 seconds while it is on and the LED light blinks?

    Please keep us posted.

    All the best,
    Kash

    • Naiveatheart's avatar
      Naiveatheart
      Channel Surfer
      2 years ago

      Kash, 

      I too have been impacted by the Jan 2024 update. It has rendered my tv useless. Factory reset, network reset, delete and redownload apps. No luck. YoutubeTV, HULU, DisneyPlus, Apple, Bravo. Nada. I cannot watch a single thing on my TCL Roku without the screen either going blank or the show playing 2-3 seconds of whatever the selected options is and then delivering an error message.

       

      I sure hope Roku had more advice than a factory reset when their update is what’s made our devices non-operational. For those of us with a Roku TV the words “compensation” come to mind. 

      • ShanynP412's avatar
        ShanynP412
        Reel Rookie
        2 years ago

        And now it has happened to me.  I wish Ruko would have sent an email letting it's user know there was an issue. I would have never updated. Not happy about this; My 3 year old isn't happy either..at all

    • Mark614's avatar
      Mark614
      Channel Surfer
      2 years ago

      Yes. I have tried this multiple times. I’ve held the reset button for 5 seconds all the way up to 60 seconds. It just continues to return to the start screen with the dancing Roku letters. 

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello Community Users!

    Thank you so much for providing the information; we've passed it along to the appropriate Roku team to investigate further. We wanted to let you know that we are continuing to investigate your reported issue and hope to provide you with a more detailed update when additional information is available.
    Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.


    Regards,

    Arjiemar

    • Gynnielyn's avatar
      Gynnielyn
      Channel Surfer
      2 years ago

      Our Roku devices are unusable. Is there a plan to provide us with devices that work?? This was a Roku error, not a user error which has left us without a functional TV. 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi TostiIJzer,

    A warm welcome here in the Roku Community!
    We want to investigate further this issue that you're having with the Roku Express. Could you elaborate more about the issue that you're having? What troubleshooting steps have you taken so far?

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

    Thanks,

    John

    • Shameless001's avatar
      Shameless001
      Newbie
      2 years ago

      Just bought a Roku Express HD Model #396OX because I've been a long time roku user. I have 3 others that we use on the daily for the last 7 years. It is stuck in a perpetual update loop. It loads the "let's get started" screen. Has you connect to the internet. Updates. Reboots. And then back to "let's get started". Etc, etc. Come on roku! Looking at the previous comments with the same problem, i dont want my others to update and im afraid ill be forced to before long. Fix the issue. This one is brand new. I bought it today! I haven't even gotten to register it on my roku account due to the update loop.

      • renojim's avatar
        renojim
        Community Streaming Expert
        2 years ago

        Shameless001, since the 3960 doesn't come with a power adapter, I would suspect that whatever you're using isn't adequate.  If you're using the TV's USB port, try using a USB power adapter/charger from a phone or tablet.  If you're already doing that, make sure the fine print says something like, "Output: 5V 1A".  Anything greater than 1 Amp (1A or 1000mA) is even better.

    • TostiIJzer's avatar
      TostiIJzer
      Channel Surfer
      2 years ago

      Hi RokuJohnB 

      Ive already posted a detailed description above, there is nothing I can add to this. The device reboots before anything interesting can happen.

      I've tried factory resetting, using several different power supplies and Hdmi cables, and resetting my router and connecting the roku to the Internet via a hotspot on my phone. Nothing works. 

      Please do something about this, there are many people running into the same issue and it seems pretty clear that there is a faulty update being distributed. And it seems like it is bricking devices. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi TostiIJzer,

        Thank you for the post!

        We understand that you are experiencing issues with the Roku Express. We would be pleased to help you even more. Can you please provide the following information that has been asked below?

        • May we have the serial number of your Roku Express?
        • When and where you purchase this Roku Express?

        We look forward to hearing from you soon.

        Thanks,

        John

  • MarkK1957's avatar
    MarkK1957
    Channel Surfer
    2 years ago

    My Roku Express model 3930X is stuck in an endless reboot. It is not connected to my Wi-Fi network, I am unable to access any of the software features as the loop keeps repeating and the software doesn't load. I have tried unplugging and reconnecting the device to different power sources and different TVs and the loop simply continues. The reset button interrupts the process, but then the rebooting begins again.  I have also rebooted my router with no success with this device.  This problem started a couple days ago.

    Please help!  Thanks

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      2 years ago

      Welcome aboard here on the Roku Community, MarkK1957.

      Thanks for bringing your Roku Express stuck on reboot to our attention. We want to investigate more to take a closer look at your concern.

      Did you recently receive a Software Update? If so, does this issue occur right after the update? Was this device connected to the internet before this happened?

      In the meantime, try Factory resetting your Roku Express to see if the issue persists. Ensure to press and hold the reset button for 10 seconds to complete the reset process.

      You can try these steps and see if they improve your current situation. We are looking forward to your prompt response to expedite the troubleshooting process.

      Let us know if you have other inquiries.

      All the best,
      Emman

      • MarkK1957's avatar
        MarkK1957
        Channel Surfer
        2 years ago

        Thanks for your reply.   Yes, holding the reset button for 10 seconds was one of the things I tried to restart/reset my unit but the reboot screen returns after about 7or 8 seconds and continues to loop from there.  I have unplugged the unit for several hours from any power source and when reconnecting, the reboot process starts all over again and continues with only a small pause after about 12 to 16 seconds or so, which it has been doing all along.

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    2 years ago

    Thanks for keeping us posted, MarkK1957.

    Since we've exhausted all the possible troubleshooting steps, we will forward this to the appropriate Roku team for further review. For us to investigate this further, kindly provide the information:

    • Serial number of the device (Can be found on the back of the Roku Device)

    Please provide the information needed for us to expedite the review and resolution process.

    We are looking forward to your response.

    Thanks,
    Emman

    • Mark614's avatar
      Mark614
      Channel Surfer
      2 years ago

      Hello Emman 

      It looks like MarkK1957 is having the same issue that I did when I started this thread back in JANUARY. Scrolling backwards, I see that the dozen or so people who have experienced the same problem have not received a replacement Roku as promised. We have all responded to the private messages and gave the requested information. Any updates would be appreciated. 

    • MarkK1957's avatar
      MarkK1957
      Channel Surfer
      2 years ago

      Hello -

       

      Thanks for your continued assistance in solving the reboot issue with my Roku Express.

       

      The serial number is: SOO9323K6AMG  

      Also, I have only used the original HDMI and power cord that came with the unit which has been connected to a Sony Bravia KDL-50W800C when the reboot issue was discovered.  As mentioned in a previous message, the unit was connected to a different set using the same connectors (with the exception of a 5W 1A wall adaptor).  The reboot issue stayed the same.

       

      Again, thank you.

      • MarkK1957's avatar
        MarkK1957
        Channel Surfer
        2 years ago

         

        So, what is the latest on this issue?  It is now July and I have seen/heard nothing new regarding the endless reboot with Roku Express units, which apparently started in January.  Replacement with a new Express unit either by mail from Roku directly or a voucher to be used at a local retailer would be very much appreciated.  I'd be happy to send the unit back to Roku to be analyzed if that would help.  At a minimum, an update from Roku should be Customer Service 101.  Tell us what the latest is, please.