Features, settings & updates

[cancunia]

Serial Number is 1GU44G110762

Device Model is Roku-3

Device ID 4200X

Device was working before Factory Reset, but now will not download software and gives Error 003.

All the usual suggestions have been tried but no success:

Different ISP

Tethering via Mobile Device and using Mobile Data

Ethernet instead of WiFi 

Roku Express on same network is working fine

Packet Capture via Wireshark shows network connectivity to various Roku Servers & AWS servers.

Suspect there is an error somewhere in the Roku server configuration.

Please can Roku investigate and resolve?

Thanks

[RokuReynan-L]

Hi, @cancunia.

Greetings from the Roku Community!

Thanks for bringing this to our attention that you're having an issue updating your device software.

We appreciate your providing us with the details we needed. Rest assured, we will forward this information to the appropriate Roku team for review. 
In the meantime, we're grateful for your patience and understanding as we work on this.

If there's anything else, please let us know.

Regards,
Reynan

[cancunia]

Hi @RokuReynan-L  please can you get an update on this problem.

Thanks

[RokuReynan-L]

Hi, @cancunia.

Greetings from the Roku Community!

We wanted to let you know that we are continuing to investigate your reported issue and hope to provide you with a more detailed update when additional information is available.

Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.

Regards,
Reynan

[cancunia]

Hi again @RokuReynan-L 

It's now been another week with no news from Roku Support, so that's a month with no updates at all from Roku. I understand that you are a moderator on the forum so I do not think this is your fault but I would appreciate it if you can ask for a status update from big Roku on this problem?

As I mentioned above, it's now a month since the problem with a supported device not being able to get updates after a factory reset. 

Thanks in advance for your continued help.  

[cancunia]

Hello again,

@RokuReynan-L 

Another 4 weeks have passed. Just tried my Roku 3 again and still the same problems.

Please can you ask Roku support to put some priority into the resolution of this problem, or offer me a replacement device. 

Thanks

[RokuJechealR]

Thanks for keeping in touch, @cancunia!

We are doing our best to get back to you as soon as possible. However, our appropriate Roku team is still investigating this issue, and we still haven't received any feedback.

Further developments about the investigation will be provided as an update in this thread.

We are working diligently to attend to your concern as soon as possible and hope for your patience and understanding.

Regards,
Chel