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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jls2502
Level 7

Premiere set up stuck

We are trying to set up a brand new Roku premiere. We enter our network information; it says it’s downloading software; then it goes to the bouncing ROKU letters and then a purple screen before going back to set up. 

We have reset the WiFi router (don’t have a hotspot to try), and done a reset on the roku box. We’ve gone through the process a dozen times but nothing is working. 

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7 REPLIES 7\
makaiguy
Community Streaming Expert

Re: Premiere set up stuck

Some have reported success in getting beyond the update step of new installations by connecting to a different network (a wifi hotspot on a cell phone or a friend's wifi). If it completes the update there and starts to function, you can then change the network connection to your intended home network via Settings > Network > Set up connection.

This hasn't worked for everyone, but enough have reported success that it's probably worth a try.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600
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renojim
Community Streaming Expert

Re: Premiere set up stuck

Also, make sure you're using the supplied power adapter and not your TV's USB port.

Roku Community Streaming Expert

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jls2502
Level 7

Re: Premiere set up stuck

We are.

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jls2502
Level 7

Re: Premiere set up stuck

Thanks, but we don't have a hotspot and we tried using the neighbor's WiFi last night, which didn't work.

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DBDukes
Community Streaming Expert

Re: Premiere set up stuck

It may be time to try starting the process over with a full factory reset.

Plug it in. Hold down the Reset button continuously for a full 30 seconds -- I say again, a full 30 seconds -- and follow the initial setup process form the beginning.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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jls2502
Level 7

Re: Premiere set up stuck

Yep; tried that too -- twice.  Smiley Happy

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renojim
Community Streaming Expert

Re: Premiere set up stuck

Time to return it.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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