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dobbz's avatar
dobbz
Binge Watcher
3 years ago
Solved

Roku Streaming Stick 3800X Stuck at Checking for new software

I have a Roku Stream Stick model 3800X that I am unable to set up because it sits at "Checking for new software" for eternity. I have tried different wifi networks, different routers, different physical locations (friends house w/different ISP), different power sources, all resulting in the same issue.  I'm currently using the Roku Power Plug with the factory cable and have it directly connected to a HDMI monitor.  

This stick used to work just fine.  I used it before moving to a RokuTV.  Now I want to use it elsewhere in my house, but it will now not get past this screen.

I've tried everything I can think of.  Factory Reset numerous times.  It always boots fine, allows me to pick my WiFi network, and then gets stuck here "Software update" "Checking for new software..." with the spinning circle.

SN: CT3932362830.

 

  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    Hi Community users,

    Thanks for your patience while we investigated the issue you are experiencing with being unable to update to a recent OS.

    At this time, we believe this issue has been resolved and invite you to check for an update on your Roku device to see if your device can be updated to a more recent OS build.

    Please keep us posted what you find out. We look forward to hearing back your responses.


    Thanks,
    Danny

96 Replies

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  • ddrakenfd22's avatar
    ddrakenfd22
    Reel Rookie
    3 years ago

    I am having the same problem, has anyone been able to provide a remedy

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

    Hi JohnD783,

    We'd like to gather more information about the issue you're running into.
    Here are a few questions here to better understand what you're experiencing:

    1. Are you being prompted with an error message?
    2. Does the issue only occur on a specific channel or all channels on your Roku device?
    3. How long has the issue been occurring?
    4. What Roku model device are you using?
    5. What troubleshooting steps have you taken so far to try to resolve the issue?
    6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing?

    With more information, we will be able to assist you further.

     

    Best regards,
    Mary

    • JohnD783's avatar
      JohnD783
      Reel Rookie
      3 years ago

      1. No error messages

      2. multiple channels

      3. since the first day I installed it on my tv about 2 weeks ago

      4. 9102x

      5. Changed hdmi cables

      6. not yet

    • ddrakenfd22's avatar
      ddrakenfd22
      Reel Rookie
      3 years ago
      1. Are you being prompted with an error message?
      2. Does the issue only occur on a specific channel or all channels on your Roku device?
      3. How long has the issue been occurring?
      4. What Roku model device are you using?
      5. What troubleshooting steps have you taken so far to try to resolve the issue?
      6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing

      1. No Error Message

      2. Device doesn't allow to get to the channels, stuck at updating software

      3. 1 week

      4. 3800X worked prior to this issue 1 week ago

      5. Changed networks, changed USB cable, Reset on the stick multiple times, unplugged for power down

      6. yes I have rebooted the network

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello ddrakenfd22

        We appreciate your contact!

        Please provide us with the serial number of your Roku device (printed on the side/back of the device) and I'll be able to pass along your information to our Support team to assist you further.


        Regards,
        Karla

  • Aliceetben's avatar
    Aliceetben
    Reel Rookie
    3 years ago

    Hi guys !

    Support has indeed contacted me and asked for details like internet speed and such. They also asked for issue ID, that apparently you can get, even when stuck in the infinity update loop, by pressing 5 times Home and 5 times Return !

    Mine was 45-165-016. I'm curious to know if we indeed all have the same !

    X to all of you with stuck roku sticks !

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

    Hi JohnD783,

    Thanks for following up and providing additional information.

    In this case, we'd recommend refreshing your home network connection by rebooting your wireless router and/or internet modem, restarting your device then connecting your wireless network to see if you are experiencing an issue with a channel loading content.

    Please try doing this and see if it helps with what you're experiencing.


    Best regards,
    Mary

    • dobbz's avatar
      dobbz
      Binge Watcher
      3 years ago

      We'd like to gather more information about the issue you're running into.
      Here are a few questions here to better understand what you're experiencing:

      1. Are you being prompted with an error message?  NO
      2. Does the issue only occur on a specific channel or all channels on your Roku device? DEVICE
      3. How long has the issue been occurring? WEEKS
      4. What Roku model device are you using? 3800X
      5. What troubleshooting steps have you taken so far to try to resolve the issue?
        1. New Network
        2. New Cable
        3. Reboot Device
        4. Reset Device (Holding Button for 30 Seconds)
        5. Phone Network (Wireless Access Point)
        6. Reboot Routers
      6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing? YES

      With more information, we will be able to assist you further.

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello dobbz JohnD783

        Thanks for follow- up.

        We would recommend performing a factory reset on the affected device and then trying linking your existing Roku account once again.

        Performing a factory reset using the hardware reset button

        -On the back or bottom of each Roku device is a reset button. On some devices, there is a tactile button, while other devices have a pinhole button. 
        -If your device has a pinhole button, you will need a paper clip to perform the factory reset.
        -Once the reset button is located and your Roku device is powered on, press and hold the reset button firmly for about 10 seconds. The indicator light or status LED will blink rapidly on most Roku devices when the factory reset is complete.
        For more information, check out this Support article: How to system restart or factory reset your Roku® streaming device

        Let us know how it goes!


        Regards,
        Karla