Discussions

[ROkooFlix]

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 an update to version 14.0.4.12221 is available.  I've tried [Update now] several times over there the last couple of weeks and get the same results every time.  

Selecting [Update now] initiates [Updating software] which would seem to indicate that it is downloading/installing by displaying percentage progress of process.  The television restarts once it reaches 100% then [TCL • Roku] is displayed over red Roku background, it goes to black again and then[TCL • Roku] is displayed over the red Roku background again before booting to the Roku Home Screen.  

Then checking Roku OS version after it boots to Home Screen indicates the TCL/Roku television is still running [software version is 13.1.4 Build 1512].

TCL model 32S350R  |  Hardware ID H130X  |  Software version 13.1.4 • build 1512-DD

All my other Roku TV's and devices have updated without any issues it's only this TCL/Roku television that is experiencing an issue installing Roku OS14.

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @ROkooFlix!

We truly understand that you're experiencing difficulties updating to the latest software version of your TCL Roku TV. Rest assured that we will review this matter thoroughly and dive deeper into this. 

Before we proceed, information is integral for us to forward this to the team and locate the problem.

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (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)
• A short video or a photo of the incident. 

We would really appreciate it if you could provide all these details.

Thanks,
Emman

[ROkooFlix]

Here's the requested info provided in photo form if that's easier to grasp. . .

[RokuEmmanuel-D]

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]

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

[ROkooFlix]

Update Available OS14Updating ProgressOnce 100% Black Screen for a bit then boots up to this screen before loading Home Screen

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

[RokuEmmanuel-D]

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 · Accepted solution]

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 · Accepted solution]

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]

Thanks for the update, @ROkooFlix!

We are so glad that this has finally been sorted out for you and that the issue has been resolved. If you have other concerns or issues that you may encounter, you can start a new thread here in the Roku Community forum. We are always here to support and assist you in any way we can.

Happy Streaming!💜

Big thanks, 
Emman