Forum Discussion

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 physi...
  • 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

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

    • dobbz's avatar
      dobbz
      Binge Watcher
      3 years ago

      Done.  Didn't help.  I have a WireShark packet capture from trying to check for new software if you have someone that would like to look at it.

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello dobbz

        Thanks for your input.

        I have passed along your information and concern to our Support team. We'll have a member of our Support team reach out to you via email, they will continue assisting you from there and provide a resolution to this issue.


        Regards,
        Karla