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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gilgamesh21
Level 7

Unable to connect to Roku Service Error 001

Hi, I've had several Roku devices, including one operating fine, one that just died, which is why I ordered a new Roku Express, which arrived in the mail today from Roku directly. I've never had a setup issue before.

I have no issues with my home wireless network, everything other device, including existing Roku, are connected and operating just fine.

I connected the new device, connected to network, device automatically updated software and reported 100 percent complete, restarted, and has since repeatedly failed to complete activation.

Accepts my account email, then i get a message that is the device is unable to connect to my email, then a popup message: Unable to connect to Roku Service. Error 001. No email ever arrived.

Next tried to activate by link on the roku website using my laptop. The following pattern then occurred repeatedly (before and after hard reset): the device first fails to generate a link code, then when I initiate the try again option, I do get a link code. I enter  it online, the web activation seems to be proceeding fine, but before I can finish, the Roku Express generates the the same  "Unable to connect to Roku Service" message again, Error Code 001.

I Tried all the suggestions in support: I used a different email, rebooted router, hard reset, nothing worked. Not sure if there is a way to force another software update, as I suspect that, or just a bad Roku unit, is the problem. The hard reset does NOT force a software update. 

Should I just send this turkey back for another or is there some other way to resolve this?

Thank you!

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2 Replies
gilgamesh21
Level 7

Re: Unable to connect to Roku Service Error 001

Followup:

The problem of the Roku Express being unable to connect to Roku Service continues, with a slight variation.

After letting it sit unplugged overnight, I performed a hard reset and this time, after connecting to my Wifi network, the Roku tried to initiate a software update. But after a pause, a got another message saying the unit was unable to connect to make the software update, with an error code this time of 003. 

When I chose the offered option to try again to connect, it skipped over the software update and returned to the familiar 001 error as before. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Unable to connect to Roku Service Error 001

@gilgamesh21 

Thanks for the inquiry.

We would recommend taking a look at the troubleshooting steps provided by our Support page here: What should I do if my Roku® device is unable to update software?

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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