Features, settings & updates

[h5r9]

I have a Roku Express I’ve not used for some years.

It was not able to complete “Checking for new software” search, so I did a factory reset.

The situation is still same - it connects to the Wifi and then hangs on Software update - Checking for new software screen.

The device itself should be still supported, but maybe the update server name of update downloading protocol has changed while the thing was unused and not connected?

Has anybody been able to recover fom similar situation?

P.S. The current firmware is ver. 519.20E04806A, build date 20191203.02.53

[RokuKariza-D]

Hi @h5r9

Thanks for bringing this to our attention.

Please reply here with the model and the serial number of the affected Roku device. Both can be found at the back or underneath the player itself. We'll be able to further assist you from there.

All the best,
Kariza

[h5r9]

Hello, Kariza,

Thank you for the good news.

The serial is YG004J100483 and the dev ID is E63864100483.

The model is 3900X.

Best regards,

H.

[RokuKariza-D]

@h5r9

Thanks for the reply.

Have you tried rebooting your router? You can also try connecting your Roku to an alternate network like a mobile hotspot to see if the same issue will occur. 

Keep us posted!

All the best,
Kariza

[h5r9]

Yes, I've rebooted the router and also tried to connect to the phone hotspot. The behaviour of Roku device is always the same - it hangs on "Checking for new software".

BR,

H.

[RokuKariza-D]

@h5r9

Appreciate the response.

I have passed your information and concern to our Support team. I'd recommend keeping an eye on your email since they will be reaching out to you from there.

All the best,
Kariza

[h5r9]

Hello,

No one has contacted me so far, could you please check from the support team if they have the correct email.

BR,

Hando

[RokuMary-F]

Hi @h5r9,

Thanks for following up.

Please be noted that our Support team responded via email recently. Please check your email or check for the email in your spam or junk folder if it's not in the inbox. Our Support team will be assisting you from there.

If you need any additional help and we’ll follow up to continue assisting you.
 

Best regards,
Mary

[h5r9]

Hi again,

I’ve checked my email (including spam folder and the bin) and unfortunately cannot find the message from your support team. However, I do get the updates from this forum here to my email, so you should have the correct email address.

Would it be possible for me to email the support team directly?

BR,

H.

[RokuKariza-D]

@h5r9 

Appreciate the reply.

It looks like you are now in contact with our Support team. We would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

Have a great day!

All the best,
Kariza