Features, settings & updates

Get troubleshooting tips to configure your Roku settings. The community forum has tips for screen mirroring, Guest Mode, software updates, audio, and more.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
h5r9
Channel Surfer

Roku Express with old firmware unable to update the software

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

0 Kudos
57 REPLIES 57
RokuKariza-D
Roku Guru

Re: Roku Express with old firmware unable to update the software

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

Kariza D.
Roku Forum Moderator
0 Kudos
h5r9
Channel Surfer

Re: Roku Express with old firmware unable to update the software

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.
0 Kudos
RokuKariza-D
Roku Guru

Re: Roku Express with old firmware unable to update the software

@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

Kariza D.
Roku Forum Moderator
0 Kudos
h5r9
Channel Surfer

Re: Roku Express with old firmware unable to update the software

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.

0 Kudos
RokuKariza-D
Roku Guru

Re: Roku Express with old firmware unable to update the software

@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

Kariza D.
Roku Forum Moderator
0 Kudos
h5r9
Channel Surfer

Re: Roku Express with old firmware unable to update the software

Hello,

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

BR,

Hando

0 Kudos
RokuMary-F
Community Moderator
Community Moderator

Re: Roku Express with old firmware unable to update the software

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

0 Kudos
h5r9
Channel Surfer

Re: Roku Express with old firmware unable to update the software

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.

0 Kudos
RokuKariza-D
Roku Guru

Re: Roku Express with old firmware unable to update the software

@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

Kariza D.
Roku Forum Moderator
0 Kudos