Features, settings & updates

[cancunia]

I have a Roku 3 4200X 

After a factory reset, the device cannot find the software update server (Error 003). I have a good network connection but in addition to WiFi, I have also tried Ethernet, Tethering to my phone and next door's Wifi all give the same result.

So now I wonder if the update server is offline or if that device is still supported by Roku?

Serial Number is 1GU44G110762

Thanks

[AvsGunnar]

@cancunia 

According to this list, the Roku 4200x is still supported/updateable.

https://developer.roku.com/docs/specs/hardware.md

----

Could certainly be a server issue.

If your next door's neighbor is using the same ISP (internet serviced provider), it could also be an ISP issue.

If available to you, try using a mobile hotspot (or your neighbor's mobile hotspot) and see if that gets you connected to the server.

[cancunia]

Thanks for the reply and confirmation about the support, I came across the supported devices page after posting so now do have some hope about it working.

So far as connectivity to the Internet is concerned, next door's WiFi uses a different ISP and AFAIK a different DNS (they use Google & I use Cloudflare IIRC), I'm not sure what my mobile provider uses but I did try tethering to my phone while the phone was set as a WiFi HotSpot but WiFi disconnected from my WAP so that the traffic was forced via the SIM.

Anybody know how to check if the Software Update Server is down? I'm guessing that each device type has it's server or at least it's own DNS target for updates. 

[AvsGunnar]

@cancunia 

Not exactly sure about the selection of servers.  Easiest method is to ping the server address for a response if you know the destination address. (or use network tools to discover the address).

However, if have both a modem and a router, and your modem has an ethernet port, try connecting via ethernet cable from the Roku device directly to the modem. (bypass the router and any other access points you may have in place).

Do you happen to remember what the last known Roku OS you had installed on your Roku 3?

[cancunia]

Thought that I'd replied to this earlier but somehow it has disappeared.

In summary:

I don't have a separate router & modem so can't test that but having tested via my phone & next door's internet, I doubt that it would make any difference

There are 2 Roku servers my Roku 3 is trying to access that do not respond to pings while others do respond so am guess one or both are down..

1, austin.sw.roku.com

2, api.roku.com

Interestingly, "austin" is also the platform name of the Roku 3 4200X so a guess would be that this is where the problem lies.

Does anyone from Roku support read these posts? If so, a comment on the server status would be helpful. 

[AvsGunnar]

@cancunia 

'austin.sw.roku.com' did resolve to a few different addresses and all failed to respond.

This report shows as being offline (and expired certificate) as well.  https://domain.glass/austin.sw.roku.com

'api.roku.com' did respond though.

---

If these are the only addresses you are seeing while trying to setup your Roku, looks like your device may be having an issue connecting/redirecting to the appropriate server.

Perhaps @RokuJohnB or @RokuArjiemar can join this thread and gather some more info and look into this further for you from Roku's end.

[cancunia]

Interesting, thanks for looking into things.

There were other sites / addresses that the Roku 3 tried to access but most of them did actually respond to pings so I didn't list them in my post. 

I'll try again this evening & tomorrow morning to see if things are any different.

For info, in addition to the earlier checks on different networks, I do also have a Roku Express which has no problems checking for software updates so am confident that it's not an issue local to me.

[Deonology]

Very similar issue..aftr many years, i plan to use my roku 3 in garage..and i did a big mistake to reset it. Now it is not activating and notupdating software. i ampretty sure that there is no internet/connection issue. i tried couple of isps, mobile tethering and vpn…definately there is a problem in roku 3 activation and software update servers

[cancunia]

Good to know that it is not just me. I tried mine again this morning but still the same problem.

It is a shame that after 2-3 days of posts, no one from Roku has stepped in to help.

[Deonology]

I have no hope to get a respond from roku team. Most probably they are not caring to existing customers