Getting Started - Setup & How-to

Help getting started with Roku devices, including setup, connecting your device to your TV, linking a Roku device to your account at my.roku.com/link, adding channels, subscribing to services, and more.
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Sean77
Level 7

Re: New Roku Premiere Won’t get past update

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Just came home with my brand new Roku Ultra only to not be able to get past the update like mentioned above. Very frustrating...... everything else connected to the router is working besides the Roku. Guess I'll be sticking with DirecTV a little longer after all 🤦🏽‍♂️

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dbsand
Level 7

trying to install Roku premiere will not let me get past software update, keeps repeating update

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trying to install Roku premiere will not let me get past software update, keeps repeating update and will not let me get to link code

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Roku Employee
Roku Employee

Re: New Roku Premiere Won’t get past update

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@Sean77 @DLC_Photo 

Thanks for the inquiry.

Have you tried rebooting both your wireless router and your Roku device? I'd also recommend trying to connect your device to an alternate network or mobile hotspot.  If you are able to connect without issue, this usually indicates an issue with your network or password. In that case, you might also try changing your network password (avoid using any special characters from your wireless network password) to see if that resolves the connection issue. 

Keep us posted with what you find out. 


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Roku Employee
Roku Employee

Re: New Roku Premiere Won’t get past update

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@T1manit0 @novak92698 

Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Rycase
Level 7

Re: trying to install Roku premiere will not let me get past software update, keeps repeating update

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Same issue, need some help, how do I contact customer support?????

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Roku Employee
Roku Employee

Re: trying to install Roku premiere will not let me get past software update, keeps repeating update

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@Rycase @dbsand 

Thanks for the inquiry.

Have you tried rebooting both your wireless router and your Roku device? I'd also recommend trying to connect your device to an alternate network or mobile hotspot.  If you are able to connect without issue, this usually indicates an issue with your network or password. In that case, you might also try changing your network password (avoid using any special characters from your wireless network password) to see if that resolves the connection issue. 

Keep us posted with what you find out. 


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Rycase
Level 7

Re: trying to install Roku premiere will not let me get past software update, keeps repeating update

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Nothing works, is it a bad device or is it a problem on Roku's end? Has anyone else on here had any luck with it?

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Haley1
Level 7

Re: trying to install Roku premiere will not let me get past software update, keeps repeating update

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Hi everyone. I ended up calling roku customer service and they walked me through fixing the device. It now works perfectly. However, when you call you will have to say you have a different roku version on the automated prompts because for some reason it says the premiere isn’t available for customer service support. I chose a different model, got through to an agent, and they were easily able to assist. Hope this helps. 

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novak92698
Level 7

Re: trying to install Roku premiere will not let me get past software update, keeps repeating update

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What phone number did you use? I have been searching and couldn't find one.

What did you have to do to get it working?

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phueal
Level 7

Infinite restart loop after downloading updates

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I have just tried 3 new Rokus (2x Express, 1x Premiere), and posting this in case it helps future users. All three had the exact same issue.

All would progress perfectly well through the initial setup screens: language selection, WiFi network selection, and then download updates getting up to 100%. It would then install the update and restart; however after restarting it would be back at the language selection screen, and this would go on ad infinitum - there was no way to progress past the update screen.

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