Features, settings & updates

[atc98092]

@JCameronHollis I was pretty sure you knew about it. My info was simply for education purposes for other users. I agree it is odd that so many players were affected at the same time, so hopefully Roku can identify what the issue might be. The newer player is most likely due to a different reason, as it uses a completely different chipset from the older devices, and just a coincidence that it happened at the same time. But then, stranger things have happened. 

[AJurgens]

I started having the issue with model 4640. Any solutions?  Was this just a bad software update? Or a technique to get folks to buy new devices?

[aamilo]

Glad to see you got it working, it’s giving me hope.

I am making some progress, I can regularly get to Recovery mode now.  It takes four or five reboots and gets there.  However nothing in recovery mode seems to work.  I tried update now and it just rebooted and rebooted until it got to recovery mode again.

Then I tried Factory reset and it ask a few things and then reboots and reboots,  but then comes to a screen which says it’s going to reinstall the software.  Sadly that doesn’t seem to work, it just reboots again and again until we are back to the recovery mode. 😞

[TopKat]

I am having the same issue with my Ultra 4640. I have tried various methods to fix the problem, but the device inevitably goes back to Recovery Mode. This seems to be a widespread issue, one that occurred recently around the same date for each user. It certainly seems like a software issue, perhaps a bug in a recent Roku system update. 

[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.?! 🤬

EDIT: For anyone reading this I just wanted to post a follow up. Even though the Roku rep I contacted via their iPhone app was completely useless and wrong, I am happy to say that the moderators here were GREAT and help me getting my issue resolved. A+ customer service from them.

[atc98092]

---

@aamilo wrote:

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.?! 🤬

---

Another Roku support person that has no idea what they're talking about. There's been no added features that the 4640 would not be able to handle. Even the much older Roku 3 and 4 are still supported with the latest OS version, and there's been no reports of any of them being bricked by an update. The 4640 uses the same CPU as several other devices from the same generation, and none of them seem to be bricked either. 

[kaufmanj1973]

Yep, add me to the growing list of disappointed and angry Roku Ultra 4640X owners, where I now basically have a brick due to an apparently faulty software update. All I get is the bouncing ROKU logo over and over again. The system reboots, screen goes black, then right back to the bouncing logo.  I AM able to get to the Recovery Mode screen using the factory reset button, and have tried all of the options there, including watching it download and reinstall the software, it goes right back to the bouncing logo.  After about 10 minutes of that, it goes BACK to the Recovery screen again.  Restart doesn't work. Update doesn't work. Factory reset doesn't work.  Everything results in the same loop.  Roku needs to do something to fix this, either with some kind of rollback to the software (maybe it could be downloaded and installed manually via the USB port?), or give us a HUGE discount on buying a new device.

[TopKat]

@judyneric I've tried using every method to fix this issue, including those posted on this forum, but my 4640 Ultra still loops back too the recovery mode. Thanks for the response.

[almightyyoshi]

Same issue. I've factory reset 4 times now and end up back in recovery mode after several restarts. 

[RokuRiamie-D]

Hi Community users,

Greetings from the Roku Community!

We appreciate you sharing the issue with your Roku Ultra 4640x being stuck in recovery mode and for trying some troubleshooting steps to resolve the problem.

We recommend checking your direct messages, as we've sent you private messages for further assistance regarding this issue. 

Thank you for your cooperation and understanding. We look forward to your response.

Regards,
Riamie