Forum Discussion

ROkooFlix's avatar
ROkooFlix
Roku Guru
12 months ago
Solved

Unable to update TCL Roku TV to latest software version OS 14

I'm experiencing a Roku OS14 rollout issue on a 2023 TCL/Roku 32S350R Class S3 television.   Checking for a software update shows the current [software version is 13.1.4 Build 1512], it shows that a...
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    12 months ago

    Hi, ROkooFlix. How's everything going?

    We're here to let you know that an update or a workaround has been provided by our relevant team as a suggested resolution to this issue. 

    As advised, we are going to do a factory reset to your TV to initiate it to update to the latest software. To do that you may follow the steps below for guidance:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Advanced System settings
    5. Select Factory reset
    6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
    7. Follow the on-screen instructions to set up your TV again. It will automatically update to the latest software once the TV is connected to the Wi-fi. 

    For more troubleshooting tips, please visit this support article: How to system restart or factory reset your Roku streaming device.

     Please let us know if this works for you. 

    All the best,
    Emman

  • ROkooFlix's avatar
    ROkooFlix
    12 months ago

    Hooray, a "factory reset" resolved the Roku OS Update issue.  Thank you!

    It's never fun doing a factory reset though, have to go back through build up and reconfigure so many personal and channel preferences afterwards.  

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

Thanks for the photo, ROkooFlix!

We really appreciate your effort to supply all these details. In addition, we would also like to request for the Tracker ID of this TV to better determine where the problem is coming from. 

This ID will be found 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.

Thanks in advance.

All the best,
Emman

ROkooFlix's avatar
ROkooFlix
Roku Guru
12 months ago

Here is a photo of the Tracker ID requested, hope it helps sort this out.

  • ROkooFlix's avatar
    ROkooFlix
    Roku Guru
    12 months ago

    Once back at the Home Screen, the Roku OS14 Update was not installed.

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

      Thanks for keeping us in the loop, ROkooFlix!

      We're truly thankful for the cooperation and effort you have brought to us as we work to resolve the issue. Rest assured that all these details will be forwarded to the appropriate Roku team for review. 

      For the time being, we highly request your patience and understanding. Please let us know if you need more help. 

      All the best,
      Emman

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

        Hi, ROkooFlix. How's everything going?

        We're here to let you know that an update or a workaround has been provided by our relevant team as a suggested resolution to this issue. 

        As advised, we are going to do a factory reset to your TV to initiate it to update to the latest software. To do that you may follow the steps below for guidance:

        1. Press Home on your Roku remote
        2. Scroll and select Settings
        3. Select System
        4. Select Advanced System settings
        5. Select Factory reset
        6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
        7. Follow the on-screen instructions to set up your TV again. It will automatically update to the latest software once the TV is connected to the Wi-fi. 

        For more troubleshooting tips, please visit this support article: How to system restart or factory reset your Roku streaming device.

         Please let us know if this works for you. 

        All the best,
        Emman