Features, settings & updates

[aamilo]

I just got off a chat with Roku support.  In the end I was told to buy a new Roku.  I questioned why, basically Roku send out an update and now I have to buy a new Roku?  The response was that they added features that my 4640x couldn’t handle.?! 🤬

[AvsGunnar]

@aamilo 

The Roku 4640 is still supported.  It has the same processor and hardware as other Roku models that are unaffected by the update.  https://developer.roku.com/docs/specs/hardware.md

I would initiate another support chat, inform Roku support what this other clown support tech told you and request some sort of discount on a new Roku device if the official response is going to be "too bad, we broke it, so buy another one."

While you device is older/old, and you would likely benefit from a newer device, this response from Roku is unacceptable.  (and likely just an uninformed customer representative assigned to online chat duty).

It is entirely possible that you may just have a device failure, but if Roku is informing you that their update was the cause of the failure, they should be able to revert it back to the last stable version while they investigate.  

[aamilo]

Thanks!  I can see others here have gotten their units to work again so I have to think that’s what he said isn’t true.

When I first got on the chat the rep asked me to unplug my TV.  I explain that it was an Ultra 4640x and not a TV.  Then I got the “unplug and press reset”.  After I explained that I had already done every troubleshooting step on the forum, I was transferred to a “specialist”.  They asked that I unplug everything, then hold the reset button for 10 seconds, then plug it back in.  I did as asked and told them I was back on the Recovery mode page.  I was told to select update then after it reboot and got to the reinstall software page to continue which I did.  Then as with every other time, after a few reboots, it went back to the Recovery mode page.  That’s when the specialist told me sorry buy a new unit.

I quipped, “So let me get this straight, Roku send out an update, it kills dozens of units (per the forums) and then expect us to just buy a new one?”.  That’s when I was told that my unit couldn’t handle the features in the update.

I assume a lot of people would just accept this but as an electronic engineer, I know what is really going on.  Time to fess up to it and really try to help us.

Heading to my mother’s house now to see if her unit (same model) is working or not.  If both are killed and they don’t help fix them, well then I am done with Roku.  I have been a huge supporter recommending them to everyone I know, over other devices, but that changes if they are killing units and not doing anything about it.

[AvsGunnar]

@aamilo 

Might want to bring yours with you over to her network and try a Factory Reset over there as well. (press and hold Reset for 30+ seconds).  Make sure to bring your remote with you.

Would help eliminate a network issue as a culprit if you experience same behavior with your unit on her network.

If you are using a SD card, make sure you remove it when doing the Reset.

[JCameronHollis]

Please wait for a Roku moderator to PM you to discuss your situation and next steps.

I can only speak to my experience, but, I was told Roku will be exchanging my 4640X. However that was a week ago. So far I've not received an email from Roku to begin the exchange process. It's entirely possible Roku, after seeing just how many 4640X players are affected, is working on a fix before starting the exchange process. Hence the delay in starting the exchanges.

As far as those who've somehow got their players working again, I can only assume their issue is either not the same or those players are not the same series Ultra (4640X). Another possibility is those of us with affected players may have had limited memory available resulting in the update failing to install completely. If so this would explain why some 4640X players were not affected while others were able to recover. That said, these are just my theories. 

Roku has not explained or suggested a cause or the nature of widespread 4640X player failures. 

Cheers!