Features, settings & updates

[pandsdogs]

Two of my streaming sticks updated this evening, and removed the standard home screen. After some looking around I went to add apps like Youtube and Amazon but I get an error. I select and app, it thinks about it, then returns a Couldn't install app box, "Could not add zxy app: Error.

Anyone know why Roku decided to break the user experience on a Friday night, or how to fix this?

[AvsGunnar]

@pandsdogs 

The first steps are to perform a System Restart on your Roku device (Settings/System/Power/System Restart or Settings/System/Restart depending on device) and then a reboot of the router if still having issues.

[pandsdogs]

I actually had to do a factory restore to get it back up. not a good way for Roku to do an update.

At any rate I appreciate your help and wish you a very blessed evening/day.

Thank you.

[RokuRiamie-D]

Hi @pandsdogs,

Thanks for posting in the Roku Community!

We appreciate you for bringing to our attention the issue with your Roku devices, which prevented you from adding channels after the update to version 14.1.4 Build 7709. We’re also glad to hear that you were able to fix the problem.

However, we would like to coordinate this with our Roku team for further investigation. Please provide us with the following details:

• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Roku device model, serial number, and device ID (this can all be found in Settings>System>About)

We look forward to your response.

Cheers,
The Roku Community Team

[andil]

model: 3941x2

Upgraded two nights ago to broken build  14.1.4 Build 7709 E4, which broke only Netflix.  None of my other streaming channels are impacted.

GC Version 12.11.13

Issue ID RF-061-646

Spent 45 minutes yesterday with Netflix support, no luck with them.

I have a second tv, exact same model and brand, running a Roku stick.  Did not need an update. Netflix and all other streaming channeld work fine.

How do I roll back  14.1.4 Build 7709 without having to do a factory reset and then open another hour re-entering passwords for each app?

When will Roku fix this problem?

[RokuEmmanuel-D]

Welcome to the Roku Community, @andil!

We see that you're having trouble with Netflix after the software update. We'd like to be able to help sort things out. 

Could you please tell us what issue you experienced with Netflix? (For example, Buffering issues, the app won't launch, or any other specific issue.) Also, what Roku device was affected by the update problem?

Furthermore, once the new download is installed, there is no option to downgrade to the previous software version of Rokus. However, by telling us more about the problem, we can address this accordingly.

Please get back to us soon!

Best,
The Roku Community Team

[Coryl]

Tcl roku 65” tv. Model 65s425-ca. 14,1,4 build 7709-30. Updated 1/8/2025. Gc version 13.0.16. Tracker issue id 91-073-790

since update some apps  no longer launch. Disney+, pluto tv, crave, even roku channel all turn screen blank then go back to home screen. Will not launch app. Not even splash screen shows up.

Netflix will launch, but randomly at some point in the stream the TV will reboot itself. 

about 1/3 of the time when switching inputs to an HDMI port the TV will not switch, but will reboot instead. 

no issues before build 7709 was auto downloaded on Jan 8, 2025. Now 4k, 65” TV works worse than old sony with Roku streaming stick.

already reset TV, did factory reset and left unplugged for an hour. Deleted and re added apps. Nothing worked to fix it.

when is the next build coming out to correct all these issues? Or is roku giving refunds on the products it broke?

[RokuEmmanuel-D]

Hey, @Coryl.

Glad to see you here in the Roku Community!

We see that the last update caused an issue with your Roku TV, making it unable to launch apps. We're here to take a closer look. 

Thanks for providing the details of your device. We'll pass this info to the team for further review. We appreciate your patience and understanding as we work towards a resolution.

Please stay tuned for more updates!

Best,
The Roku Community Team

[Coryl]

I have had no contact from the team.

to whom do I direct my inquiries as to when I should expect my TV to be functioning again?

cory

[RokuEmmanuel-D]

Hey, @Coryl. Thanks for the follow-up!

No problem at all! We'll make sure to share your concern with the team and keep this thread updated with any news.

Just let us know if you need anything else or if you’d like more info—we're here to help!

Best,
The Roku Community Team