Hi,
Sorry to hijack this thread slightly. I have recently experienced the same fault with my Roku Express 3900x.
I tried a manual software update when the device was working, it would spin for hours without getting anywhere. On the advice of these forums I did a factory reset and the device is now essentially bricked as on launch it asks for a WiFi connection buy then endlessly spins on trying to update.
I have tried connecting to different networks, including using my phone data, restarting my home router, and have tried the hard reset button on the device too.
My device info is:
FCC ID: TC2-R1019
IC: 5959A-R1019
Serial Number: E63957919570
I have another 3900x in another room, that is working fine and has recently successfully updated. The now faulty unit was not used for quite a while so was trying to update from a much older version (9 I think).
I would appreciate someone from your technical support team getting in touch with me, and as per some of the other forum threads would ideally like for them to arrange for a replacement to be issued. I can, of course, return my faulty unit.
Cheers, Lewis
Hi lewisbarnes,
Thanks for your first post in the Roku Community!
We understand you are having difficulties updating your Roku device and we appreciate you for providing essential information about the issue you are experiencing.
In addition to the information you just provided, Can you please provide us with the following information:
We also suggest checking our Roku Support for additional help in solving an issue with your Roku device that is unable to proceed to software update: What to do if your Roku streaming device is unable to update software | Official Roku Support
Please keep us posted and we'll continue assisting you from there.
Best regards,
Mary
Hi,
In answer to your questions:
1 - there's a solid white light on the front of the device when it's switched on
2 - I've tried powering the device using both a TV USB port the wall plug adapter provided. Same results with both
3 - I have also tried a different hdmi cable as I plugged the faulty device into the TV with the working device. Same result here too.
I've looked at the other forum posts and faq and certain I'm experiencing the same fault as the other members on the forum.
Can you put the support team in contact with me please so we can arrange for a replacement device to be sent out and my (now) faulty one returned.
Cheers, Lewis
Hi lewisbarnes,
Thanks for keeping in touch.
We appreciate you for providing all the information we requested and we're sorry for the inconvenience about the issue with your Roku device not updating to the software.
Can we request the required information below:
Once we have this information, we will be able to pass it along to the appropriate Roku team to work with the channel partner to investigate further. We look forward to your responses and gathering your details.
Best regards,
Mary
Unfortunately I can't give you either of those things. Following the factory reset the device isn't able to complete the startup process successfully - as it gets stuck on checking for update after connecting to the WiFi network - and therefore the System page isn't accessible to give you the OS version number. Additionally, the device never throws an error, and following your instructions when the device is checking for the update does nothing. The people before me who had the same issue reported this same behaviour when they were asked to follow those instructions too.
Cheers
