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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DaddyFatty2020
Level 7

Unable to update software

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Please help, I am NOT tech savvy. I have a newer television but it isn’t a smart tv. Purchased a Roku Express and trying to use, I continue to receive the “unable to update” message. It provides a website but how do I go to this website on my tv if I can’t go on the internet because it’s not a smart tv? I simply want to use the spectrum cable app, and that’s why I purchased this. My fire stick works just fine. Any advice?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Unable to update software

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@DaddyFatty2020 

Thanks for the note.

If you are unable to update the Roku device, we would recommend taking a look at the troubleshoot steps provided by our Support page here: What should I do if my Roku® device is unable to update software?


Thanks,
Danny

Danny R.
Roku Forum Moderator

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makaiguy
Community Streaming Expert

Re: Unable to update software

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If it tells you to go to a website, it means use the browser on a computer, tablet, or phone that has an internet connection.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no 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.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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RokuDanny-R
Roku Employee
Roku Employee

Re: Unable to update software

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@DaddyFatty2020 

Thanks for the note.

If you are unable to update the Roku device, we would recommend taking a look at the troubleshoot steps provided by our Support page here: What should I do if my Roku® device is unable to update software?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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jelabarre59
Level 8

Re: Unable to update software

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Not a solution.  If I have a functional internet connection (and even the Roku itself will confirm that, with both wired and wireless) and it still can't run the update, there needs to be further troubleshooting than a dismissive "well this should work" answer.  I AM tech-savy, and already worked past the standard network troubleshooting, and need to move on to the "here's how you do an override upgrade update, using a file from the following ftp site" method.

frustrated_me
Level 7

Re: Unable to update software

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I bought this Roku device yesterday in order to watch Disney plus on my tv and have the same problem with trying to update software,- it just won't work. Obviously this Roku company isn't very good, so I will be going back to Best Buy and returning this device.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Unable to update software

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@frustrated_me 

Thanks for the post.

We recommend rebooting both your wireless router and your Roku device.

I'd also recommend trying to connect your device to an alternate network, such as a mobile hotspot, to see if you can finish updating your Roku device and set it up. Then once your device has been setup, try switching back to your home wireless network. 

Keep us posted with what you find out. 


Thanks,
Danny

Danny R.
Roku Forum Moderator
Kdubs6991
Level 7

Re: Unable to update software

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My roku will not update, error 006. I tried every troubleshoot way on the website but nothing. I have a roku express device and I tried to factory reset but it still won't update so it doesn't work now

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DBDukes
Community Streaming Expert

Re: Unable to update software

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What is the model number of the Express? It's on the box. It might be on the device somewhere, but I'm not certain, having never owned one.

How did you do the Factory Reset? Describe all the steps you took to do a factory reset, including any timings of events, if applicable.

Oh, and what country are you in? A lot of people outside supported regions have experienced issues, so it may be helpful to know if you are in a supported region, as that might affect the solution.

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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edjrichardson
Level 7

Re: Unable to update software

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Bought a new + stick and would not update.  Bought many sticks before, and no problem setting them up. Went to ROKU CHAT, and was told could not set up on hotel network. Took wife's phone and set up hotspot, and setup worked.

So set up at home or on hotspot, never hotel network.

jdvanvalin
Level 7

Re: Unable to update software

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I had a similar problem. My Roku Express 3910 was on version 9.3 and wouldn't update to 10.0. Pretty soon DisneyPlus stopped working, and I presumed other channels would follow suit. When I did the manual Check for update via the System menu it listed 10.0, and the update appeared to succeed. It said "Restarting", and then seemed trying to restart, but then the screen went blank and I got the "No signal" message. If I unplugged the Roku and plugged it back in, it once again listed version 9.3.

I tried this multiple times and the same thing happened. (I didn't restart our router, but the Roku said its last update was 9 months ago and the router had been restarted many times since then ... it apparently checks for updates every day, so I figured they were failing every day.) I moved the Roku to another, older TV and it had the same issue.

Here's how I fixed it:

1. Selected System > Advanced Settings > Factory Reset. (Note - this removes all your channels, so you'll have to add them back again).

2. Re-found my wireless.

3. Roku immediately popped up an "Updating software" dialog and did the update.

4. Once again when it restarted it wouldn't come back (No Signal).

5. When I unplugged it and plugged it back in, it once again gave the Software upgrade dialog and updated the software.

6. This time, for whatever reason, the restart worked. (Huzzah!)

7. I entered my account name (email) and re-activated the Roku by clicking on the email it sent. Viola, it was on version 10.

8. I added back all our channels. DisneyPlus is now happy!

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