Features, settings & updates

[JCameronHollis]

The 4640X is a series of the Roku Ultra player, not a Roku TV. Find the TV model number and search the community for assistance for your specific issue.

Start a new post if you are unable to find a thread with an identical issue for your specific TV model and series.

Good luck.

Cheers!

[JCameronHollis]

The initial issue you reported sounds like an app specific issue. For those who encounter an app that reboots often, delete and reinstall that specific app.e

Network issues could also cause app instability. If an app is struggling to load or stream content due to a slow, poor, or intermittent connection, most apps will reboot automatically attempting to resolve the connectivity issue.

A third probable cause is the player has maxed out its memory. Clear the cache and reboot to clear data. If this doesn't work delete apps to free up memory and reboot to clear their data.  

Now, for the reboot loop; is the Roku player rebooting before landing on the "Recovery mode" screen? Or are you referring to an app being in a reboot loop? If it is the Roku Ultra 4640X stuck in reboot/recovery mode, a Roku moderator should contact you via PM. If it is the app, delete and reinstall that app. Clear cache data prior to reinstalling the app. 

Good luck.

Cheers!

[JCameronHollis]

Hello Judy,

Does your 4640X eventually land on the Recovery Mode screen?

If not, you may have a different issue. Search the Roku Community site for your specific issue. If you're unable to find the specific issue with your player start a new post.

If your 4640X player is displaying the Recovery Mode page and you're not able to recover after attempting to update, then restart, and then factory reset, a Roku Community Moderator should be contacting you via PM. If you do recovery use please update this comment so the moderator knows your issue is resolved or unrelated.

If this was an update issue and Roku is working on a fix, it is possible for Roku to send out an update. From the recovery mode screen we can connect our players to Wi-Fi/Ethernet in order to update our players. Therefore if Roku does manage to fix/patch the issue affecting 4640X players it may be possible for us to recover use of our 4640X Roku Ultra devices.

Good luck.

Cheers!

[aamilo]

Thanks but I think you misunderstood.  I have the Roku Ultra on a smart tv.  I don’t use the smart tv but the Roku for streaming.  However now I’m forced to use the smart tv’s apps instead. 😞

[aamilo]

Oops!  Just saw you next post.  I am not sure if the initial issue was an app issue for something else, it was the Roku app that we tried.

Now it’s just I a repeat loop never exiting the reboot loop.  I tried the reset button, leaving it unplugged for a few hours and hold the reset while plugging in, etc.  Sadly nothing is working, it just keeps rebooting.

UPDATE:  I just left it rebooting and after a long time (1/2 hour?), it finally got to recovery mode in some other language.  I’m not sure if I chose the right option, but I chose update.  It ran through the routine, rebooted and then started rebooting again and again. 😞

I guess I try factory reset if it get to recovery mode again.(?)

UPDATE #2:  Well I am making some progress, I can regularly get to Recovery mode now.  It takes four or five reboots and get there.  However nothing in recovery mode seems to work.  I tried update now and it just did the same .  Then I tried Factory reset and it ask a few things and then reboots and loops again but then comes to a screen which says it’s going to reinstall the software but doesn’t seem to work.  Just reboots again and again until we are back to the recovery mode. 😞

[judyneric]

Hi, thanks for the help, I appreciate it!

My 4640X wasn't entering the recovery page, just had the bouncing ROKU letters.

However, my issue is fixed (at least for now).    I tried the solution posted above by elucidator

 I pressed and held the reset (on bottom of device), inserted power plug into Roku, bouncing letters appeared, and held the reset for around 20 seconds from there. 

Eventually after the bouncing ROKU letters, the language select screen came up, and I had to re-register the device.  I had to proceed to set up as if was a new device, and none of my app data is stored from before, but it's working.

Thanks JCameronHollis and elucidator!

[judyneric]

Thanks elucidator!

I tried your solution (but held reset for approx 20 seconds after bouncing letter logo showed up) and it booted into the setup screen, and I could set it up from there.  It didn't have any of my old data, but it is working again.

Thanks again!

[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.

[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.