Discussions

[willowweeper]

I have a 60 inch Onn Roku Tv. I can see through my Xfinity app that the tv is connected to WiFi, however the software is unable to update and I am unable to navigate through the tv. Software error message shows up when I turn the Tv on and when I press home button on remote it just turns into a blank Roku screen. No idea what to do

[RokuMary-F]

Hi @willowweeper,

Thanks for your first post in the Roku Community!

We appreciate you informing us about the issue you are experiencing. We will do our best to assist you further and provide a resolution. If I'm understanding correctly, you are receiving an error message of unable to update software, is that correct?

To try to resolve the issue, we would recommend trying to connect to an alternate wireless network to install the update, then when successful switch back to the Home network.

Please try doing this and see if it helps with what you're experiencing.


Best regards,
Mary

[willowweeper]

I am unable to do that. When I turn the tv on I only see the error message about the software update. I am unable to access any other screen 

[RokuMary-F]

Hi @willowweeper,

Thanks for following up regarding the issue you are experiencing with your Roku TV.

Have you tried unplugging your Roku TV for 5-10 minutes and then plugging the Roku TV back in to see if that makes a difference and lets you pass the error?

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[atc98092]

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@willowweeper wrote:

I am unable to do that. When I turn the tv on I only see the error message about the software update. I am unable to access any other screen 

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Roku TVs are unique that you can perform a firmware update via a USB stick. This can't be done on regular Roku players. Go to this web site and enter your make and model of Roku TV and download the firmware to a USB drive. This Roku support page outlines the steps to take in detail.

[willowweeper]

Okay. Once I download the update onto a USB stick how is the tv going to download it? It is still stuck on error message. 

[atc98092]

Best I can remember the only time I ever used this method was the TV recognized the USB drive with the updated firmware and installed it automatically. The help page I linked before I might have more detail.

[RokuDanny-R]

Hello @willowweeper 

Thanks for posting in the Roku Community regarding unable to navigate your Roku TV.

We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with your Roku TV serial number/device ID that is located on the back of your TV.

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back your response.

Thanks,
Danny

[willowweeper]

That would be great Danny. Thank you!

serial number is DA210322C6E026314

[RokuMary-F]

Hi @willowweeper,

Thanks for the response and providing all the information we requested. 

In regards to your Roku device not updating software issue, rest assured that we have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

We appreciate your patience while we manage this issue. Please let us know if there are other related issues that we can further take a look at.


Best regards,
Mary