Features, settings & updates

[AdaBeta27]

3820R2 4k Stick is steadfastly refusing updating to OS 14
Have tried many times to manually get this Stick updated to OS 14.  It's the only Roku in my fleet that hasn't automatically upgraded.     I ran the Tracker via voice remote, and I'll do a factory reset since my readings here indicate that's going to be the only way to reset the thing and force it to upgrade.  I also don't see this Stick listed among the Rokus registered to my account, which is weird.  Perhaps that's it's problem?

Model  3820R2   Stick 4K
serial X025007G6X84 (S0J7338G6X84)
software version   13.1.4  build 1510-E6
GC version 12.5.25
timestamp  2024-11-13T18:13:27Z
issue ID 84-457-573 for current issue  11-13-24 1:20PM EST

[AdaBeta27]

Okay, performed a factory reset for nothing.  Still have OS 13.  Tracker says issue ID 84-457-595 this time.    This stick is now registered to my account again.

[RokuJechealR]

Hi @AdaBeta27

Welcome, and thanks for the first post to the Roku Community!

We understand you have a problem with your Roku device, which cannot get the latest OS version (14). We appreciate all the steps you took to resolve it. We want to take action on this, but we need more details.

For us to help you better, we will ask a set of questions to isolate the issue:

• Are you encountering any error codes or messages while initiating the update?
• Did you connect your Roku streaming player or TV system to the correct network? Selecting the wrong wireless network name can cause your streaming player or Roku TV system not to update the software. 
• Have you tried connecting your Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?
• When factory resetting your Roku device, have you pressed and held the reset button for exactly 10 seconds?
• Do you have another Roku device? If so, are you experiencing the problem?
• If possible, can you send us a photo of the issue on your TV screen?

However, TVs usually get updates last when a new version comes out, and the version available for download often lags what's available using "Software update" on the TV.

In addition, major Roku system updates are sent out individual installation by individual installation over several months, with an update schedule known only to Roku. If you have multiple Rokus, they may not become eligible for the update at the same time, even if they are the same Roku model.

Providing this information will help us investigate the issue more thoroughly.

All the best,
Chel

[AdaBeta27]

I received a reply from somebody on Reddit, saying the update hasn't been rolled out to this model yet.  I'm inclined to believe that.  I'll just wait around to see if the problem eventually gets resolved when an OS update gets rolled out.   This Roku appears to be functioning correctly.   To answer your questions:

• Are you encountering any error codes or messages while initiating the update?   --No. It simply checked for an update and remained in the old OS.   Then it performed a full factory reset yet remains in the old OS. 
  
• Did you connect your Roku streaming player or TV system to the correct network? Selecting the wrong wireless network name can cause your streaming player or Roku TV system not to update the software.  -- The network connection is NOT the problem.  The issue is this Roku simply fails to find any update.  I have multiple Rokus in the house, a router, and a range extender.    The issue is only this  Roku fails to find the OS 14 update.
  
• Have you tried connecting your Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?   -- Nope, but all other Rokus updated themselves on the exact same networks, and connectivity is not a problem.
• When factory resetting your Roku device, have you pressed and held the reset button for exactly 10 seconds?  --  It's a standalone player, and I use the remote and the menu to navigate to System, Update option.  Roku went through the factory reset and emerged in still in the old OS.
  
• Do you have another Roku device? If so, are you experiencing the problem?  --  Believe it or not, I have 7.  One on each TV in the house, lol.   All others including the oldest 3600X sticks have auto-updated themselves to OS 14 without any problem.
• If possible, can you send us a photo of the issue on your TV screen?   -- There are no issues, no boot-loop problems, no errors reported.   This Roku simply fails to find any OS 14 update for itself.  I am tending to believe that the supposed developer who responded on Reddit is correct, that the update for this model hasn't even been rolled out yet.  This Roku appears to be functioning correctly, polling the mother ship for an update but finding none.  And correctly performing the factory reset, just returning in OS 13whatever which it the most current OS for it.
  
  

[AdaBeta27 · Accepted solution]

This Stick finally updated to OS 14 this afternoon.   11/16/24

[RokuJechealR]

Thanks for letting us know about this, @AdaBeta27!

We are more than glad to hear that the issue was resolved. We appreciate your patience, effort, and understanding.

We couldn't be happier to assist you, and we thank you for providing us with this fantastic opportunity.

Please let us know if there are other related issues that we can look into further.

All the best,
Chel