Forum Discussion

Khuss's avatar
Khuss
Reel Rookie
9 months ago
Solved

Roku ultra software update message stuck

Turned on the roku ultra today and got a message on the tv that's over the normal roku menu that says " a new software update is available,  would you like to update now" , but when I push the up, or down, or ok buttons on the remote it just controls the menu in the background and we can't get the update message to go away.

  • renojim's avatar
    renojim
    9 months ago

    Khuss, is your Roku Ultra connected to a "smart" TV?  I'm guessing that message is coming from your TV and you should be using its remote to acknowledge it.

  • Khuss's avatar
    Khuss
    9 months ago

    You were right, that was the issue,  thank you for your advice. 

5 Replies

  • renojim's avatar
    renojim
    Community Streaming Expert
    9 months ago

    Khuss, is your Roku Ultra connected to a "smart" TV?  I'm guessing that message is coming from your TV and you should be using its remote to acknowledge it.

    • Khuss's avatar
      Khuss
      Reel Rookie
      9 months ago

      You were right, that was the issue,  thank you for your advice. 

    • pdbones's avatar
      pdbones
      Newbie
      9 months ago

      My TV remote won't control the message appearing on the screen. It asks to update software, even though I just did update the software using the steps outlined by roku. But I can't get rid of the message and I can't toggle to select update software. What do I do? I have a SONY smart tv. 

      • renojim's avatar
        renojim
        Community Streaming Expert
        9 months ago

        pdbones, are you certain that message isn't coming from the TV itself?  Try using the TV's remote to get rid of it or to update the TV's software.

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    9 months ago

    Hello! Khuss,

    Thank you for your post in the Roku Community!

    We appreciate you informing us that your Roku Ultra is stuck on a new software update message. We're happy to help.

    Please try using your TV remote instead of the Roku remote to see if you can remove that message and update your TV rather than the Roku Ultra. The update may be needed for your TV, not your Roku Ultra.

    If the issue persists, we would be happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following information: 

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

    Once we have this information, we will pass it along to the appropriate Roku team for further investigation.
    In the meantime, your patience and understanding is much appreciated.

    Thanks,
    Arjiemar