Forum Discussion

h5r9's avatar
h5r9
Channel Surfer
3 years ago

Roku Express with old firmware unable to update the software

I have a Roku Express I’ve not used for some years.

It was not able to complete “Checking for new software” search, so I did a factory reset.

The situation is still same - it connects to the Wifi and then hangs on Software update - Checking for new software screen.

The device itself should be still supported, but maybe the update server name of update downloading protocol has changed while the thing was unused and not connected?

Has anybody been able to recover fom similar situation?

P.S. The current firmware is ver. 519.20E04806A, build date 20191203.02.53

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi h5r9

    Thanks for bringing this to our attention.

    Please reply here with the model and the serial number of the affected Roku device. Both can be found at the back or underneath the player itself. We'll be able to further assist you from there.


    All the best,
    Kariza

    • h5r9's avatar
      h5r9
      Channel Surfer
      3 years ago
      Hello, Kariza,
       
      Thank you for the good news.
       
      The serial is YG004J100483 and the dev ID is E63864100483.
       
      The model is 3900X.
       
      Best regards,
      H.
      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        3 years ago

        h5r9

        Thanks for the reply.

        Have you tried rebooting your router? You can also try connecting your Roku to an alternate network like a mobile hotspot to see if the same issue will occur. 

        Keep us posted!


        All the best,
        Kariza

    • Linseylougoo's avatar
      Linseylougoo
      Reel Rookie
      3 years ago

      Please help with mine! Same issue stuck on checking for new software.  I did a system reboot and now I have absolutely no way to get back.  Model 3900x serial # c43814152621

      • brokenstuff's avatar
        brokenstuff
        Reel Rookie
        3 years ago

        I was at work on break when it didn't work, but now I 'm at home it is working. I guess I have to accept it doesn't work on the computers at work or on the wifi there like it used to. There is nothing I can do to fix or change anything there.

        Maybe one day it will randomly start working again. I can just hope for that. (Other video sites work perfectly fine.)

        Thanks for responding!

         

         

         

         

  • MercatorRete's avatar
    MercatorRete
    Channel Surfer
    3 years ago

    Ongoing  3900x software update problems

    Like so many other users currently, I'm experiencing the same problem with the 3900x streaming device unable update the software. The appears to be an on-going problem with many users.

    Everything was working just fine with this device until I changed from an older ISP to my existing network.  After successfully connecting, This 3900 fails to to be able to update to the new software version.
     
    I have two of the exact same model 3900x device. One works just fine and has updated to version 11.5 
     
    Again this seems to be a common problem many users are currently experiencing.
    So.... I know that your Roku tech support people are aware of this same issue
     
    I have read every article on your support website regarding this same issue and I have tried every possible fix suggested.nothing has resolved this problem

     

    After reading all the other posts I'm convinced that there is a software problem that was installed from a previous update on these devices during one of the previous updates, thus rendering it impossible to update to the latest version of the software.
     

    I would like your support team to reach out to me so that we can work out a resolution to this problem.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi MercatorRete,

      Welcome to the Roku Community!

      We can certainly understand your concern about your Roku device that is unable to update software and we sincerely apologized for the inconvenience this has caused.

      In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
      • steps to reproduce the issue you are seeing

      Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


      Best regards,
      Mary

      • MercatorRete's avatar
        MercatorRete
        Channel Surfer
        3 years ago

        Thanks for you reply.

         

        Here is all the information I can provide regarding this unit:

        Model: 3900x
        Version: 519.20E04806A
        Build date: 20191203 02:53
        S/N: YGG002M497527
        Device ID: C33832497527

        Tracking Info:   ID27-484-047

        Once again I have tried all the suggestions offered (on your support pages regarding this problem) to resolve this issue. I have tried two other networks all with th e same failure.

        Did factory reset, reset wireless modem attempted to update numerous times. Always the same results.

        I'm not able to get past the "software update" in order to provide you with some if the information you requestedin your reply.

        I have another 3900x on the same network and that one works OK. I have even disconnected that working unit and put this failed unit in it place and tried to update.

        The failed unit was in my office and was working perfectly. I closed my office and ended that network account. When I brought this second 3900x home to use I had to reconnect to my current ISP/ Doing that initiated the need to create a WiFi connection and have to unit look for the latest software update.

         

         

  • Linseylougoo's avatar
    Linseylougoo
    Reel Rookie
    3 years ago

    Mine is doing the same thing, I think it is useless now.  It worked (on a few channels) before I did a factory reset and now it’s just stuck checking for new software.  I hope someone can help.  

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Linseylougoo,

      Welcome to the Roku Community!

      Thanks for letting us know about the behavior you're seeing with your Roku device that is stuck in updating software and all of the troubleshooting you've done.

      We would recommend continuing to try to keep checking for an update to see if the device will install the latest update. You may also try connecting to an alternate wireless network to install the update, then when successful switch back to the Home network.

      Keep us posted and we'll continue assisting from there if needed.


      Best regards,
      Mary

      • Linseylougoo's avatar
        Linseylougoo
        Reel Rookie
        3 years ago

        Mary, sorry if I am replying on 2 different threads but yes we tried connecting to 2 different cell networks and the home network.  It has no trouble connecting but tried updating on all three and the little wheel just turns until it times out and shuts off.