Features, settings & updates

[RokuRiamie-D]

Hi @Deonology,

Thanks for the update!

Based on the photos you sent, you are having trouble activating your Roku device, particularly error code 003—Software update failed.

Here are the troubleshooting steps that we suggest you to try.

Restart your device:

1. Unplug your Roku device from the power source.
2. Wait for 10 seconds.
3. Plug it back into the wall outlet.

Restart your modem:

1. Unplug your modem from the power source.
2. Wait for 10 seconds.
3. Plug it back and wait until it loads before you connect your Roku device to the internet.

Please let us know if these troubleshooting steps help you to resolve your issue.

Regards,
Riamie

[Deonology]

Hello my friend, appreciate for your message, but this is what we are trying to solve :)))

despite the device has a proper network connection and can reach to internet, after factory reset, it is not activating or firmware updating 🙂 most ptobably there is a network issue (or restriction) in activation and software update servers

[Deonology]

Nope…

still no activation…no fw upgrade

[RokuRiamie-D]

Hi @Deonology,

Thank you for keeping in touch.

We have coordinated your issue with our Roku-appropriate team for review. In the meantime, we're grateful for your patience and understanding as we work on this.

Please feel free to let us know if there's anything else you'd like us to address. We're more than willing to help.

Thank you for your understanding.

Regards,
Riamie

[cancunia]

Hi Roku Moderators, please can you ask the Roku support teams if there has been any progress?

@RokuEmmanuel-D @RokuRiamie-D 

Thanks

[Deonology]

@cancunia 

Unfortnately no update or solution for the case..…there is an intention, but no crrective action in support side…I am sorry to say that, but what i understand from this case, roku doesnt care to customer satisfaction.

Their sell and forget approach is something not nice…and very dissapointing

[cancunia]

Hello again @RokuRiamie-D  & @RokuEmmanuel-D 

It would be good to get a reply about what is happening in resolving our problem. Maybe you can get someone from Roku support to post directly on here or message us.

I have run Wireshark to see if there are destinations that the Roku-3 cannot reach or do not exist but I cannot see any network errors. There must be a problem with one of the Roku servers or the AWS servers or other content servers that are used. 

[RokuRiamie-D]

Hi @cancunia,

Thanks for the response!

This has been coordinated to our Roku appropriate team for review, and they are already working on it. 

We will inform you as soon as we receive an update from the Roku-appropriate team. Your cooperation and patience are appreciated while we address this issue.

Thank you for your understanding.

Regards,
Riamie