Features, settings & updates

[RokuRiamie-D]

Hi @cancunia,

Thank you for the response!

We appreciate your patience as you wait for an update on your issue. We want to assure you that we have followed up on your concern with the appropriate Roku team. They are now reviewing your case, and we will keep you informed as soon as we have more information. Thank you for bringing this to our attention!

Thank you also for your patience and cooperation as we work on this issue.

Regards,
Riamie

[cancunia]

Hi again @RokuRiamie-D 

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.  

[RokuEmmanuel-D]

Hi, Community Users!

Thank you for reporting this issue to us. Please note that we are still investigating this matter and would appreciate any additional information about your device details.

Will you please confirm if the issue has been resolved? If not, we would recommend providing the OS Version/Build of your Roku devices. To do this press the Home button five times, followed by the Back button five times. 

We are anticipating your prompt response. 

Best regards,
Emman

[cancunia]

Hello @RokuEmmanuel-D 

Sorry for the delay, I have been away from home.

NO - Unfortunately the issue is not resolved.

The key sequence that you asked me to try "Home button five times, followed by the Back button five times." Does not do anything, perhaps because the factory reset has erased the OS on the device?

[cancunia]

Hello again,

@RokuEmmanuel-D 

Another 3 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

[cancunia]

Hello again @RokuEmmanuel-D 

I have accessed the 'Secret Screen' and can see the following info:

Version: 046.01E05517A

Build Date: 20141229 14:21

The software update server cannot be changed from 'Beta' but the channel store server can be changed.

Hope this helps