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 a...
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.

       

       

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

        Hi MercatorRete,

        Thanks for keeping in touch and providing the additional information.

        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 "software update".

        We'll go ahead and send this over to the team for investigation. We'll get back to you once we have an update.

        We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


        Best regards,
        Mary