Features, settings & updates

[user35]

I’ve been trying to update my Roku for almost 2 hours now. I’ve received error codes 000, 003, and 023.4 between my two streaming sticks. 

Here are all the fixes I’ve attempted:

1.  Restarted routers. 

2. Unplugged Roku for 5+ minutes. 

3. Factory restart. 

4. Connected to my mobile hotspot. (It connected but gave me the same 000 error code as my wifi). 

5.  Direct LAN connection to the TV. 

My wifi is working. I’ve tested it on multiple devices. I am completely unable to access the settings menu. It goes straight to the “something went wrong” message. 

Very frustrated at this point. 

[Dmack1990]

I’m having the same problem

[iwantmytv]

Me, too, I'm using model 3900. This started last night. My system bailed in the middle of a program. The Roku updated its software, but kept failing at the "installing final updates" stage. It would grind away at 0% for awhile, and then return a 023.4 error. The internet connection shows as "excellent." I've tried nearly all the things the OP has done, repeatedly. Now that I've initiated a factory reset, it returns a "000" error after trying to download software. Again, the internet connection shows as being "excellent."

Yes, as the OP says, this is very frustrating.  

[hatingtech24]

I am having the exact same issue.  this started last night and has continued until now.  I have done all I know to do.  My internet connection is great.  My other televisions that run off of this are also working fine.  I am soooo frustrated.  

[iwantmytv]

I spent an hour and 41 minutes on the phone last night with Roku tech support. (Some of that was on hold awaiting pickup by the agent to whom the issue was escalated.) We were not successful at getting my system running. One thing he wanted to do that we couldn't do was to get the Roku running on my iPhone hotspot. That was the next step in his troubleshooting sequence. I never did understand what this was supposed to tell us. But at any rate, for some reason, it would not connect to the hotspot on either of our phones, though other devices would. Our phones here are both SEs, 3rd gen. They are modern phones. The tech seemed to have never heard of an SE.
One thing I tried this morning was a hard reset. (Pressing the button on the Roku unit. Per the tech, "Press that button for seven seconds. No more, no less.") I ended up at the exact same place: the Roku attempts to download for a long time, then returns a "000" error, while also showing an excellent internet connection. I ordered a new Roku today, ETA 10/23. I'll report back on how that goes.

[AvsGunnar]

@iwantmytv 

The ability to connect to a hotspot/alternative network would help narrow down whether a hardware issue or a network issue.

Are you able to use the Roku 3820 at all to stream and just having trouble updating, or are you having streaming issues as well?

[iwantmytv]

The behavior is as I described above. There's no indication that there's anything wrong with the internet connection. I get the check mark back from the Roku for "connection." And the app for my router also indicates that the Roku is connected, and with a strong signal. (By the way, I'm using a 3900. The original poster has the 3820X.)

Things were streaming along fine until I was interrupted mid-program with an auto-update from Roku. And when it got to the "installing final updates" stage, the update failed. My thought is: given that four people showed up on this forum within the span of a few hours reporting the same issue--seemingly the exact same issue--the most likely thing is that these older devices can't handle this update.

You'd think Roku could tell us that, and I tried to explore that with the tech. They have the spec for the update, and they have the serial number of my device. If there is an incompatibility, they should know. But he leaned towards "perhaps the device is corrupted." Maybe. It's five years old. But as I say, we're all showing up here in the same timeframe, with the same problem.      

[AvsGunnar]

@iwantmytv 

If you are using the Roku Express 3900, this is going to be a 2.4ghz-only device.

Make sure your router settings are using b/g/n (all three protocols) under the "wireless mode" setting in the 2.4ghz band.

As for the hotspot, make sure you are also using the 2.4ghz band in the hotspot settings.  (look for a setting to enable/use the 2.4ghz band or "maximize" compatibility).

If you can get it to successfully to the hotspot on the 2.4ghz band, it may get around the update error.

----

There have been some issues with certain devices and update servers though, so definitely can't be ruled out either.  Unfortunately, a quick answer is rarely given by Roku so have to exhaust your own troubleshooting first to help narrow down the issue.

[iwantmytv]

OK! I've got news, AvsGunnar. Thanks to your help, I WAS able to get the thing to connect on the hotspot and it did indeed complete the download! I was able to rebuild my subscriptions, and everything is working. The key was the "maximize compatibility" button. iOS indicated that would provide a slower stream, so I had left it off.

But, when I switched the network back to the router, nothing would play. And it wasn't specifically directing me to rebuild the subscriptions. The message was a "playback error." We've had that router, a Nokia 5G21, for a year and a half, working fine. It uses the 802.11ax wireless mode, which is supposed to be backwards-compatible with all of the prior (/b/g/n) protocols. The router is dual-mode, and the network I'm connecting with is 2.4GHz-specific. So, I'm still somewhat stumped. I put it back on the hotspot and everything was again fine. But our cell plan has a data throttle: Once we hit that wall, streaming video will probably not be workable on the hotspot.

One thing I saw in an old thread, from 2020, indicated that it might help to change the password on the router network to all letters. (Ours is all numbers.) That seems like a long shot to me, but I can try it. I'm still back to the idea that this connectivity problem was introduced by the update.

Thanks again for your help!    

[AvsGunnar]

@iwantmytv 

Good to hear that you are making progress.  Thanks for providing the router model number also.

Try going into the router using the admin portal. (192.168.12.1 is the default address in a web browser).

1. Try changing the password on the 2.4ghz band to something simple. (avoid special characters for now, numbers and letters should work).  Sometimes this is all that needs to be done.  Restart both router and Roku device.

If still a no-go...

2. Make sure that the wireless mode is set to b/g/n (all three protocols) on the 2.4ghz band. (any AX-only setting will exclude non-wifi6 devices from network discovery like the Express 3900.)

3. Under the Wireless Security for the 2.4ghz band, verify you are using WPA2-Personal (PSK) with AES set as encryption protocol.  Cannot use WPA3 with Roku devices, other than the new Ultra 4850 and Roku-branded RokuTVs.

4. Verify the 2.4ghz band is actually broadcasting by giving it a distinct name from your 5ghz band.

5. Depending on the firmware version of the Nokia router, you may or may not have a setting for IPv4/IPv6.  If you do find a setting, try using just IPv4 and see if that helps.  At a minimum, set IPv4/IPv6 and avoid using IPv6-only setting with these older devices.

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Because it connected to your hotspot, indicates the wifi module/antennas are working in the device and is having issues authenticating with your router.

Hopefully the password rename will help re-authentication though.

Are you getting any error codes now in the dialog box? (should have some numbers as well as a message).