Forum Discussion

CarlH's avatar
CarlH
Reel Rookie
12 months ago
Solved

Roku Ultra (4850X) will not update after activation

It says my roku ultra is activated and it shows up on my account.  However, the screen on the tv will not update so that I can use it.  My roku will not activate so I can use the system and roku has ...
Activation
General setup question
TV & Player Setup
  • RokuRiamie-D's avatar
    RokuRiamie-D
    12 months ago

    Hi CarlH,

    Thank you for the response!

    We appreciate the troubleshooting steps you have taken to fix this issue. Rest assured, we have coordinated this concern with our Roku-appropriate team.

    In the meantime, to further diagnose the problem, we suggest testing the connection using your mobile hotspot and also try the following troubleshooting steps below:

    Restart your modem and router:

    1. Unplug both your modem and router from power
    2. Wait 10 seconds and then plug them back in
    3. Wait for your modem and router to fully restart
    4. Use a phone, tablet, or computer to confirm the internet connection is working
    5. Test the connection on your Roku device

    Additionally, we would like to know where and when you purchased this Roku Ultra 2024.

    Thank you for your understanding. Please keep us posted.

    Regards,
    Riamie

RokuRiamie-D's avatar
RokuRiamie-D
Community Moderator
12 months ago

Hi CarlH,

Thank you for posting in the Roku Community!

We are glad you shared your concern here about your Roku Ultra which is not updating after you completed the activation process. No worries, we are here to help you with this.

Let's see if this will work for you.

Try to activate again your Roku Ultra while it is connected to a mobile hotspot. Ensure that your phone has cellular data.

To learn more on how to connect your Roku Ultra to a mobile hotspot kindly visit this Roku Support article: How to connect your Roku streaming device to the internet

Please let us know if the issue persists, we would be more than willing to assist.

Regards,
Riamie

CarlH's avatar
CarlH
Reel Rookie
12 months ago

When I went thru the process of setting up my Roku, I did enter the information and password to connect the Roku to the Internet and it accepted this information.  Going thru this again is a waste of time.  This Roku Ultra is listed on my account as being installed but for some reason, it will not activate and each time I unplug it and plug it back in, it wants me to go thru the entire setup process again.  Once, while going thru this again, it stated that it was already set up.  I believe this is a defective Roku.  How do I exchange it for another one or do I just send it back for a refund?

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    12 months ago

    Hi CarlH,

    Thank you for the response!

    We appreciate the troubleshooting steps you have taken to fix this issue. Rest assured, we have coordinated this concern with our Roku-appropriate team.

    In the meantime, to further diagnose the problem, we suggest testing the connection using your mobile hotspot and also try the following troubleshooting steps below:

    Restart your modem and router:

    1. Unplug both your modem and router from power
    2. Wait 10 seconds and then plug them back in
    3. Wait for your modem and router to fully restart
    4. Use a phone, tablet, or computer to confirm the internet connection is working
    5. Test the connection on your Roku device

    Additionally, we would like to know where and when you purchased this Roku Ultra 2024.

    Thank you for your understanding. Please keep us posted.

    Regards,
    Riamie

  • Cob646's avatar
    Cob646
    Reel Rookie
    11 months ago

    Contact Roku support, I did and after a few checks they sent me a new 4850R replacing my X