The Roku 4640 is still supported. It has the same processor and hardware as other Roku models that are unaffected by the update. https://developer.roku.com/docs/specs/hardware.md
I would initiate another support chat, inform Roku support what this other clown support tech told you and request some sort of discount on a new Roku device if the official response is going to be "too bad, we broke it, so buy another one."
While you device is older/old, and you would likely benefit from a newer device, this response from Roku is unacceptable. (and likely just an uninformed customer representative assigned to online chat duty).
It is entirely possible that you may just have a device failure, but if Roku is informing you that their update was the cause of the failure, they should be able to revert it back to the last stable version while they investigate.
Thanks! I can see others here have gotten their units to work again so I have to think that’s what he said isn’t true.
When I first got on the chat the rep asked me to unplug my TV. I explain that it was an Ultra 4640x and not a TV. Then I got the “unplug and press reset”. After I explained that I had already done every troubleshooting step on the forum, I was transferred to a “specialist”. They asked that I unplug everything, then hold the reset button for 10 seconds, then plug it back in. I did as asked and told them I was back on the Recovery mode page. I was told to select update then after it reboot and got to the reinstall software page to continue which I did. Then as with every other time, after a few reboots, it went back to the Recovery mode page. That’s when the specialist told me sorry buy a new unit.
I quipped, “So let me get this straight, Roku send out an update, it kills dozens of units (per the forums) and then expect us to just buy a new one?”. That’s when I was told that my unit couldn’t handle the features in the update.
I assume a lot of people would just accept this but as an electronic engineer, I know what is really going on. Time to fess up to it and really try to help us.
Heading to my mother’s house now to see if her unit (same model) is working or not. If both are killed and they don’t help fix them, well then I am done with Roku. I have been a huge supporter recommending them to everyone I know, over other devices, but that changes if they are killing units and not doing anything about it.
Might want to bring yours with you over to her network and try a Factory Reset over there as well. (press and hold Reset for 30+ seconds). Make sure to bring your remote with you.
Would help eliminate a network issue as a culprit if you experience same behavior with your unit on her network.
If you are using a SD card, make sure you remove it when doing the Reset.
Please wait for a Roku moderator to PM you to discuss your situation and next steps.
I can only speak to my experience, but, I was told Roku will be exchanging my 4640X. However that was a week ago. So far I've not received an email from Roku to begin the exchange process. It's entirely possible Roku, after seeing just how many 4640X players are affected, is working on a fix before starting the exchange process. Hence the delay in starting the exchanges.
As far as those who've somehow got their players working again, I can only assume their issue is either not the same or those players are not the same series Ultra (4640X). Another possibility is those of us with affected players may have had limited memory available resulting in the update failing to install completely. If so this would explain why some 4640X players were not affected while others were able to recover. That said, these are just my theories.
Roku has not explained or suggested a cause or the nature of widespread 4640X player failures.
Cheers!
Thanks, I totally didn't think to bring it over. However I did try my network both wired and wifi, plus used my cellular hot spot and it made no difference.
So last night I checked my mother's 4640x and much to my surprise it was working fine. Checked the update level and hers received the update 10/19/24 while mine received it 10/21/24. I checked the app (Roku app) that was initially giving me issues and it worked fine too.
The only thing I was too scared to try was to reboot her unit. Right now it looks like it's fine but I didn't want to risk it with a reboot, since mine seemed fine, other than the one app, until I rebooted.
I did receive an PM from a moderator so fingers crossed.
I received a similar message. I believe it is legit. You can check the forums for the name and it should show with the tag of "Community Moderator". I think that tag also shows in the PM.
Hi All,
Just wanted to add provide a little more info for everyone. I tried unplugging and rebooting while holding the reset button but that didn't do anything for my unit. I have literially tried everything posted and recommended but nothing works.
So last night I went over to my mother house to check her 4640x and much to my surprise it was working fine. Checked the update level and hers received the update 10/19/24 while mine received it 10/21/24. I checked the app (Roku app) that was initially giving me issues and it worked fine too.
The only thing I was too scared to try was to reboot her unit. Right now it looks like it's fine but I didn't want to risk it with a reboot, since mine was fine, other than the one app, until I rebooted.
P.S. I just received a PM from a moderator, so fingers crossed.
I received a private message from a user on this message board, claiming to be a moderator, asking me for my phone number and mailing address. I have to wonder if this is a legit message, or a scammer.
Got the same thing and thought the same thing. Came here to see if anyone else was messaged. I'll prob do it.
I got a follow-up reply stating that my replacement device was being shipped, says I should receive within 5-7 business days.
Gotta wonder, am I getting a refurbished 2016 model that someone else already returned?
I have worked through all the suggestions but continue to have the dancing ROKU letters.... extremely agravating...now when I occasionally manage to get to the network password page and try to enter my password the letters move extremely fast and will not land on the letter/number I want...if I do happen to get the right one it produces it twice..... SO FRUSTRATING....
the other Roku I have in my home is working fine...
Hi Community users,
Welcome to the Roku Community, and thanks for keeping us posted!
We will be more than happy to investigate the issue you had with the Roku Ultra since it keeps rebooting. Can you please provide the following information below?
With detailed information, we will be able to assist you further.
Thanks,
John
My Roku 4640X is having the same problem that others have described here. After having an issue with apps not launching, I restarted the Roku and ever since then it's been stuck in a loop of the dancing Roku letters and restarting.
I appreciate your assistance.
Has there been any solution that works consistently? I got an initial email and submitted all the steps suggested but have not received a follow-up solution? Still Dancing! Then goes to recovery mode but will not respond.
HELP,
Ruth
There's some randomness to the issue. For some the software update worked the first time. For others it was resolved after doing a single reset. Others had to try a dozen times and do a rain dance. If you still cannot recover, reach out to support as I believe they will offer to replace it. The resolution does not work for everyone since some need the digital out on the 4640 that is no longer there on the newer models.
