Features, settings & updates

[3boyfathet]

Sadly, Roku doesn't have a solution for this problem which is impacting multiple customers.  It looks like their software team didn't provide a path for upgrading these devices.  The only thing Roku support will do for you is offer a discount on a new Roku device.  It's sad that they don't stand behind their product and fix this issue that is impacting multiple customers.

[dobbz]

Here is some data I pulled from WireShark.  I have the full logs if support is interested.  After the TLS handshake, I can't see anything anymore since it is all encrypted.

Connect to WiFi

1402: DNS Query (index.ehub.netflix.com) [For SpeedTest]
1403: DNS Query (api.rokutime.com)
1408: DNS Response
api.rokutime.com: cname api-weights.us-east-1.rokutime.com
api-weights.us-east-1.rokutime cname api.us-east-2.rokutime.com
api.us-east-2.rokutime.com cname rokumesh-2-device.us-east-2.msc.roku.com
rokumesh-2-device.us.east-2.msc.roku.com A (3.128.227.227, 18.217.208.75, 3.20.27.28)
1409: TCP request (62088 -> 443) [SYN] (3.128.227.227)
1415: TCP response (443 -> 62077) [ACK] (3.128.227.227)
1417: TLSv1.2 Client Helo

1422: DNS Response (index.ehub.netflix.com)
index.ehub.netflix.com cname index.ehub.netflix.com.edgesuite.net
index.ehub.netflix.com.edgesuite.net cname a1903.g.akami.net
a1093.g.akami.net A (23.193.200.251, 23.192.200.238)
1426: TCP Client Key Exchange
1429: SPEED TEST RUN : Get /item.SpeedTest?size=12500000 HTTP/1.1 (23.193.200.251)
1430 - XXX: SPEED TEST

1461: New Encrypted Session Ticket
1484: Encrypted Application Data
1674: Encrypted Alert
1675: [FIN,ACK] (3.128.227.227)
1812: Encrypted Alert (227)
1813: [FIN,ACK] (227)
1814: [ACK]
1815: [SYN,ACK]
1823: [TCP Retransmission] (62077 -> 443) [FIN,ACK]

1860: 62079->443 [ACK] (227)
1861: Client Hello (227)

1971: [TCP Dup ACK 1814#1] (227)

1993: [ACK] (443 -> 62079)
1994: [TLSv1.2] Server Hello, Certificate
1995: [TLSv1.2] Server Key Exchange, Server Hello Done

2107: [TCP Retransmission] 443 -> 62077 [FIN,ACK]
2142: [ACK] 62079 -> 443 (227)
2143: [ACK] 62079 -> 443 (227)
2161: [TLSv1.2] Client Key Exchange, Change Cipher Spec, Encrypted Handshake Message (227)

2279: [TLSv1.2] New Session Ticket, Change Sipher Spec, Encrypted Handshake Message (227)
2284: [TCP] 62078 -> 80 [RST,ACK] (251)

2319: SPEED TEST DONE

2362: DNS Query amarillo.sb.roku.com
2369: DNS Result 18.160.92.132

2471: DNS Request configsvc.cs.roku.com

2484: DNS Request scribe.logs.roku.com

2491: DNS Response 
2491: DNS Response

2500: DNS Query A cooper.logs.roku.com
2501: DNS Response configsvc.cs.roku.com (34.230.194.208, 52.23.139.241, 34.193.55.65, 54.81.29.96, 52.7.121.37, 54.198.185.210, 54.209.26.154, 52.72.108.40)
2504: DNS Repsonse cooker.logs.roku.com (35.212.39.12, 35.212.84.244, 35.212.
2506: DNS Response cloudservices.roku.com
CNAME d2n3pv3l9r5wp.cloudfront.net -> 18.160.186.41


2832: DNS Query A amarillo.sw.roku.com (3.226.155.35, 52.21.3.95)

2986: DNS Query A captive.roku.com (54.230.202.10, 54.230.202.55, 54.230.202.29, 54.230.202.14 (MORE)

3013: DNS Query A keysvc.cs.roku.com (3.210.123.168, 54.210, 62.38, 44.208.212.142, 34.224.20.71)

3031: Certificate and Key Exchange (3.210.123.168)
3053: TCP Reset Flag

[RokuNimfa-C]

@therourke

Thank you for the information. 

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

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa

[Aliceetben]

Hi y'all,

Same problem here !

Tested on 2 different wifis and 2 mobile hotspots, different power supplies, different TVs. Like all of you I'm stuck in this update **bleep**.

Model is 3900X, serial number is E637C7610445.

Can't wait to hear from the support team !

[taschmidt]

@RokuNimfa-C so how many functional devices are you guys going to replace before finally admitting it's your problem? 🤣

[RokuNimfa-C]

Hi @Aliceetben, 

We appreciate your contact.

We apologize for any inconvenience this has caused. Your effort is highly appreciated in doing all of the troubleshooting that you've done to resolve the issue. I have informed our Support team about your concern along with your information. They will be contacting you through email so kindly keep an eye out for their update. 

Please let us know if there is anything else we can assist you with.


Regards, 
Nimfa

[taschmidt]

Poor @RokuNimfa-C , this is getting hilarious 😂

[mlomas83]

Same issue for me! 😕

[mlomas83]

@RokuNimfa-C 

I've done a factory reset and followed all your instructions to no avail, so ultimately my device is now unusable as it won't go past the checking for software update stage. Are Roku going to replace the device since the resolution instructions have effectively bricked the device?

[DragonfireX]

I am currently having the same issue as listed in the beginning of this thread. 🙃 it's certainly NOT my internet, wifi, or any other connectivity issue. It is very clearly a faulty software update path issue, either that or planned obsolescence. I honestly don't really give a **bleep** if my device gets replaced, I just wish you people over at Roku would have mentioned something about the necessity of updating software frequently. As it stands I've factory reset my Roku device because I figured that would help the issue of it not updating, now it is bricked and can not get past the initial setup. There MUST be a fix for this somehow. Please advise.