Forum Discussion

JoshuaB's avatar
JoshuaB
Reel Rookie
2 months ago

Roku Express factory reset after the update

WTH?

The latest automatic software update for my Roku Express completely factory reset the device, wiping out all my apps and logins, and forcing me to re-register the device.  

This was a bad update, please don't do it again Roku.

OS Update
tv & player support

5 Replies

  • JoshuaB's avatar
    JoshuaB
    Reel Rookie
    2 months ago

    One more possibly relevant detail: this software update happened after the Roku had been powered off for several days.  I don't remember if the last one was the same.

    • RokuSuzette's avatar
      RokuSuzette
      Community Moderator
      2 months ago

      JoshuaB​ 

      Thanks for the info! Just like the moderator mentioned, we’ve passed everything along to the right team. We’ll keep you in the loop as soon as we get any updates.

      Roku Community Team 

  • JoshuaB's avatar
    JoshuaB
    Reel Rookie
    2 months ago

    Hey, this just happened again.  I got another software update, and once again it completely wiped my device and forced me to set it up from scratch.  What seems to be happening is that after each software update. Roku.com does not recognize it as an existing device -- if you look at my profile I have like 5 devices (I only have one).

    This is really painful -- it's an hour+ of logging back into things every time this happens.  Please fix.

    Here's the info:3960X- Roku Express
    Serial Number: X02600K971V7
    Software: 15.0.4, Build 5531-ED
    GC: 14.9.14
    Issue ID: V7-409-095

     

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

      Hey there! JoshuaB​ 

      We've already forwarded these details over to the team for further investigation. We'll update this thread once we receive more updates!

      Roku Community Team

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

    Hi there! JoshuaB​

    We’d like to take a closer look at the issue you’re experiencing with your Roku device automatically performing a factory reset after a recent update. That shouldn’t happen, and we want to get to the bottom of it.

    Please share with us the following details:

    • Roku device model, serial number, device ID, and Software version and build. (This can all be found in Settings > System > About)
    • Tracker ID (press the Home button 5X, followed by the Back button 5X when the issue occurs)


    Let us know when you can!

    Roku Community Team