Features, settings & updates

[dobbz]

I have a Roku Stream Stick model 3800X that I am unable to set up because it sits at "Checking for new software" for eternity. I have tried different wifi networks, different routers, different physical locations (friends house w/different ISP), different power sources, all resulting in the same issue.  I'm currently using the Roku Power Plug with the factory cable and have it directly connected to a HDMI monitor.  

This stick used to work just fine.  I used it before moving to a RokuTV.  Now I want to use it elsewhere in my house, but it will now not get past this screen.

I've tried everything I can think of.  Factory Reset numerous times.  It always boots fine, allows me to pick my WiFi network, and then gets stuck here "Software update" "Checking for new software..." with the spinning circle.

SN: CT3932362830.

[ddrakenfd22]

I am having the same problem, has anyone been able to provide a remedy

[RokuMary-F]

Hi @JohnD783,

We'd like to gather more information about the issue you're running into.
Here are a few questions here to better understand what you're experiencing:

1. Are you being prompted with an error message?
2. Does the issue only occur on a specific channel or all channels on your Roku device?
3. How long has the issue been occurring?
4. What Roku model device are you using?
5. What troubleshooting steps have you taken so far to try to resolve the issue?
6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing?

With more information, we will be able to assist you further.

 

Best regards,
Mary

[JohnD783]

1. No error messages

2. multiple channels

3. since the first day I installed it on my tv about 2 weeks ago

4. 9102x

5. Changed hdmi cables

6. not yet

[RokuMary-F]

Hi @JohnD783,

Thanks for following up and providing additional information.

In this case, we'd recommend refreshing your home network connection by rebooting your wireless router and/or internet modem, restarting your device then connecting your wireless network to see if you are experiencing an issue with a channel loading content.

Please try doing this and see if it helps with what you're experiencing.


Best regards,
Mary

[dobbz]

We'd like to gather more information about the issue you're running into.
Here are a few questions here to better understand what you're experiencing:

1. Are you being prompted with an error message?  NO
2. Does the issue only occur on a specific channel or all channels on your Roku device? DEVICE
3. How long has the issue been occurring? WEEKS
4. What Roku model device are you using? 3800X
5. What troubleshooting steps have you taken so far to try to resolve the issue?
   1. New Network
   2. New Cable
   3. Reboot Device
   4. Reset Device (Holding Button for 30 Seconds)
   5. Phone Network (Wireless Access Point)
   6. Reboot Routers
6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing? YES

With more information, we will be able to assist you further.

[RokuKarla]

Hello @dobbz @JohnD783

Thanks for follow- up.

We would recommend performing a factory reset on the affected device and then trying linking your existing Roku account once again.

Performing a factory reset using the hardware reset button

-On the back or bottom of each Roku device is a reset button. On some devices, there is a tactile button, while other devices have a pinhole button. 
-If your device has a pinhole button, you will need a paper clip to perform the factory reset.
-Once the reset button is located and your Roku device is powered on, press and hold the reset button firmly for about 10 seconds. The indicator light or status LED will blink rapidly on most Roku devices when the factory reset is complete.
For more information, check out this Support article: How to system restart or factory reset your Roku® streaming device

Let us know how it goes!

Regards,
Karla

[dobbz]

Done.  Didn't help.  I have a WireShark packet capture from trying to check for new software if you have someone that would like to look at it.

[RokuKarla]

Hello @dobbz

Thanks for your input.

I have passed along your information and concern to our Support team. We'll have a member of our Support team reach out to you via email, they will continue assisting you from there and provide a resolution to this issue.

Regards,
Karla

[ddrakenfd22]

1. Are you being prompted with an error message?
2. Does the issue only occur on a specific channel or all channels on your Roku device?
3. How long has the issue been occurring?
4. What Roku model device are you using?
5. What troubleshooting steps have you taken so far to try to resolve the issue?
6. Have you tried rebooting your wireless network to see if that resolves the issue you are experiencing

1. No Error Message

2. Device doesn't allow to get to the channels, stuck at updating software

3. 1 week

4. 3800X worked prior to this issue 1 week ago

5. Changed networks, changed USB cable, Reset on the stick multiple times, unplugged for power down

6. yes I have rebooted the network