Features, settings & updates

[Khuss]

Turned on the roku ultra today and got a message on the tv that's over the normal roku menu that says " a new software update is available,  would you like to update now" , but when I push the up, or down, or ok buttons on the remote it just controls the menu in the background and we can't get the update message to go away.

[RokuArjiemar]

Hello! @Khuss,

Thank you for your post in the Roku Community!

We appreciate you informing us that your Roku Ultra is stuck on a new software update message. We're happy to help.

Please try using your TV remote instead of the Roku remote to see if you can remove that message and update your TV rather than the Roku Ultra. The update may be needed for your TV, not your Roku Ultra.

If the issue persists, we would be happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following information: 

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Once we have this information, we will pass it along to the appropriate Roku team for further investigation.
In the meantime, your patience and understanding is much appreciated.

Thanks,
Arjiemar

[renojim · Accepted solution]

@Khuss, is your Roku Ultra connected to a "smart" TV?  I'm guessing that message is coming from your TV and you should be using its remote to acknowledge it.

[Khuss · Accepted solution]

You were right, that was the issue,  thank you for your advice. 

[pdbones]

My TV remote won't control the message appearing on the screen. It asks to update software, even though I just did update the software using the steps outlined by roku. But I can't get rid of the message and I can't toggle to select update software. What do I do? I have a SONY smart tv. 

[renojim]

@pdbones, are you certain that message isn't coming from the TV itself?  Try using the TV's remote to get rid of it or to update the TV's software.