Channels & viewing

[z-bob]

When I goto settings->system->system_update-> check_now it says everything is up to date.  I also tried pressing the star button on the app menu and updating from there and it says the latest version is installed.  I also did a system reset ("did you try turning it off and back on again?" 😂) and that didn't help.

Edit:  I just removed the app and reinstalled it and it fails the same way

[RokuCarly]

Hi, @z-bob.

Greetings from the Roku Community!

Thanks for letting us know about this. We'll look closely at what could be the possible reason the error message "Please update your application" is being prompted. 

Before we proceed further, it would be appreciated if you could provide us with additional information such as follows:

• What is the model of the affected Roku device? Perhaps you can provide us with its serial number.
• What is your current OS version? It's under Settings > System > About.
• Is this only happening on Disney+?

We'll be looking forward to your response.

Best regards,
Carly

[z-bob]

AFAIK, it's only the Disney+ app.  I've tried a half dozen others and they are fine.
The error happens after the app loads and puts up its splash screen.  Its version is 1.38 build 2023120800

Roku system info:
Model  3800X
SN  YF007N236638
Software version  12.0.0  build 4186-55
Device ID  CT3917236638
I have another similar Roku upstairs; I have not yet checked to see if it's affected. 

Let me know if you need anything else.

[renojim]

---

@z-bob wrote:

version is 1.38 build 2023120800

Software version  12.0.0  build 4186-55

---

There's your problem.  Your stick is several versions behind.  Hopefully @RokuCarly has a solution.

[RokuCarly]

Hi, @z-bob.

Thanks for providing us with the requested details. In addition to what our Community Expert said, your Roku Streaming Stick is one of our older models.

In this case, I'll send you a Private Message (PM) here in the Community for further assistance. Thank you for your continuous support and cooperation as we work on finding you the best resolution possible. 

Best regards,
Carly

[makaiguy]

@z-bob-

When you reinstalled the channel, did follow the procedure below?

After removing the channel, but BEFORE reinstalling it, RESTART** your Roku to clear its memory cache. Without the restart you may not get a clean reinstall. This is not a cure-all but at least it should get you uncorrupted copy of the current channel app.

Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

[z-bob]

I did not do a restart between uninstalling and reinstalling the D+ app.  Thanks, that's a great suggestion.  Unfortunately it didn't help (I just tried it)

[z-bob]

@RokuCarly  I just checked the Roku on my other TV and the Disney app works there.  It's also a model 3800X but it's on software version 14.0.  So why is the failing one not updating?  It might have something to do with a previous problem I was having a year or two ago where the Roku stick would not work after an update.  Perhaps you locked this serial number or device ID at version 12?  HTH

[RokuCarly]

Hi, @z-bob.

Thanks for the additional information. As mentioned in our conversation via PM, I have already gathered all the necessary details to coordinate with our relevant team and conduct a thorough investigation. 

I'll keep you posted on any updates regarding this case. Thank you for your cooperation and kind understanding. 

Best regards,
Carly

[RokuCarly · Accepted solution]

Hi, @z-bob.

Greetings from the Roku Community!

We're glad to update you that our relevant team has already resolved this and you may now update the software version of your Roku Streaming Stick. 

It's under Settings > System > Software update > Check Now. 

Let us know how it goes!

Best regards,
Carly