Issue Tracking Board

[Michelle28]

Experiencing the same issue. How do you do a hard reboot? 

[Lewinsbd]

Ridiculous. I will sue. Rokus working perfectly fine a day before .. multiple units go out at the same time in my house. Money grab. They better fix it. 

[mathieu-LA-CA]

HI there,

"Hard Reboot" means pulling out the cable from the power brick.  When you do that  the unit goes dead -- no DC from teh brick transformer.

WHen you plug the round little connector back in, the unit starts up and has to communicate with ROKU server(s) to find out what it's supposed to do and to gt any downloads required.

ROKU SHOULD download teh latest known-good SW image.  But the download /update fails andor teh code does not work.

Updat e fails witlh error message, 003, 004, 2.34 , etc.

NOTHING you can do.  the code does not work.  you are screwed unt il and unless ROKU publishes a fix.

I think refunds are in order.

mathieu-LA-CA

[Unichips]

Update: I took a risk and went through the update process manually. It failed two or three times in a row, making it successively to slightly higher percentages. Then it made it all the way to 100 percent. It rebooted, and then prompted to update one more time. It again cycled all the way to 100 percent, rebooted once more, and then went through one more "final" update phase.

Went into settings one more time to check for updates again; it installed 10 app/channel updates.

And now it's working fully normally again.

Before: 14.1.4 build 7709.

After: 14.5.4 build 5934

[Cfisherohmy]

The most frustrating part is there is no choice to bypass the update and no further information included with the error message. I forces consumers to be frustrated first, then after going here and there before stumbling over an answer. It's terrible customer service to drop an update and leave product consumers to fend for themselves. This is a service. Roku don't you care about your consumers anymore? Three days of interrupting my morning routine is not alright. I don't usually have time to hunt down answers on message boards.

[makaiguy]

@Michelle28h

When the update fails to complete here are some things that some people have found to work for them. They may not be universally successful, but they are at least worth a try
 
Easiest to try, so try this first: Restart your router, even if other devices on the network are not having problems. When your router has completed its startup, try repeating your Roku setup.  
 
If you are powering your Roku by plugging into the USB port on the TV, try powering from house power via a USB power adapter, as some TV USB ports don't supply enough power to drive a Roku reliably.   If your Roku didn't come with an adapter, or if you don't have a Roku adapter handy, another USB power adapter you have from another device should work as long as the fine print on it says it outputs at least vac at a minimum of 1 amp.   
 
Try using a different WiFi network to do the update - perhaps via a WiFi hotspot on your mobile phone or by taking it to a friend's house - and see if it will complete the startup. If successful, then redo the WiFi connection to use your intended WiFi network via Settings > Network > Set up connection.  Why this works, when it does, I haven't a clue. 

[oskarmva]

Same problem: 14.1.4.7709 to 14.5.4.5934

Model: 3930X - Roku Express
S#: X004003UF48K (S008205UF48K)
Software: 14.1.4 . compilation 7709-AE
GC: 13.6.13

P: 8K-137-795

[ihatethis9]

well because of this issue i can't access the about page to get that information, but it's a roku premiere i think

[Roymg1]

Had same prob. Just had new modem installed and could not do an update. Tried a direct power conn to a wall recpt and adapter and that was no help. Then I connected to another WIFI device which was and extender and success. So, I guess I'll need to reboot that new modem.

[cdy333]

Happened to me today. After going through 5 chat advisors 🙄 I had to factory reset it to fix it. Hold the reset button for 5 seconds and then set it all back up.