Roku Express with old firmware unable to update the software

edodie 

Thanks for the update. 

Our support team is now aware of your issue and will be reaching out to you shortly through email.  Please be ready to receive their correspondence and continue assisting you from there. We appreciate your patience and understanding as we work toward a resolution.


Regards,
Nimfa

Can anyone in this thread share if there is actually a fix for this or if it is unfixable? I'm now facing this same issue with a 3910RW (S/N:YG004Y066912, Dev. ID: C53874066912) that has been unused for some time and is still on 9.2.0 (build 519.20E04806A). The Roku has been factory reset and is stuck on "Checking for new software". I've already tried rebooting the router and Roku, and using 2 different mobile hotspots in addition to the home wifi. 

Not fixable as far as I know. The support offered me a replacement if I sent the old one back.

Hello, I have the same issue with my 3900x (ID TC2-R1019 IC 5959A-R1019).

I've done all the router/restart/different network/mobile hotspot nonsense, and reset the Roku itself.

I didn't expect the device to brick itself after 4 years of usage.

Is this Roku intentionally bricking a device to de-support it or is there a legitmate work around?

Would prefer not to throw it in the bin.

In my case support did not contact me for replacement yet

Also they did not provide any method to recover the unit

Hi edodie,

Thank you for following up.

We appreciate you informing us about the Roku device that is stuck in "Checking for new software" and we apologize for the delay in a solution. We'll follow up on your ticket with our Support team. If you don't hear from them within the next 1-2 business days, please feel free to reach out again and I'll make sure you are taken care of.

We appreciate your patience for the time being.

Best regards,
Mary

Hi Community users,

Thanks for posting in the Roku Community!

We appreciate your patience regarding this issue. We understand that you are having difficulties with your Roku device that is stuck in the error message "Checking for new software". 

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

• 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, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.


Best regards,
Mary

I am unable to access the settings menu.  When I start the unit, it goes straight to the 'choose your network' page.

Per my previous comments I have tried different networks with different settings to no avail.

Tracker diagnostic reports the following code ID 61-105-217.

And during connection "Software update/Checking for new software"

ID 61-105-226

And during connection "Software update/Checking for new software"

ID 61-105-226

Hi fjones,

Thanks for keeping in touch and providing the additional information.

We sincerely appreciate you letting us know about being unable to access your Roku device. We want to make sure that we can get this resolved as soon as possible but we will be needing necessary details for our engineering to investigate further.

Please provide us with the serial/device ID number of your Roku device (printed on the side/back of the device).

For more information about how to find the serial/device ID number of your Roku device, visit our Support page here: How to find the serial number or device ID for your Roku® device | Official Roku Support Australia

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

e6391e064461

ic: 5959a-r1019

fcc id: tc2-r1019

model: 3900x

I cannot access the settings menu therefore have provided details on device itself.

RokuMary-F have you been able to find a solution?

I had to factory reset my Roku device. I'm able to connect to my wifi. But then it goes right after to software update and the spinning load circle for checking for new software has been spinning for the last 5 hours and has done nothing. What can I do to get this working?

First, if you're not using the supplied power adapter (I think that model came with a USB power adapter), try it.  Second, cycle the power and see where you're left when it restarts.  You may be right back at the "Choose a language" screen.  If so and if you can, try connecting to your phone's hotspot just to get through the initial update.

I tried all that. And nothing.  Any other suggestions. 

Hi Papaduff,

Thanks for posting in the Roku Community!

We appreciate your patience regarding this issue. We understand that you are having difficulties with your Roku device that is stuck in the error message "Checking for new software". 

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

• 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, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.


Best regards,
Mary

Hello,

It's been four months since I first requested assistance with this issue, and no substantive response has been received since.  Please can you provide an update?

Fil

Hi fjones,

Thanks for keeping us posted!

We understand that you're still having the issue of not being able to update your software. For us to better understand the issue, have you already set up and activated the device you're using?

We would appreciate your response.

All the best,
Kash

Hi Kash,

I have now attempted to retry updating the device and it seems to be working!

I do not recall whether it was previously activated, however it now works, and the activation has worked as well.

Perhaps to the others that have struggled with it, it looks like changes have been made and your device might work again!