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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mkoors
Level 7

new express setup stuck in software update loop

I purchased an express after the roku express I had for 3 years was having issues. Plugged it in according to directions (with package cords). It kept going through the language, wireless connection, software, bouncing roku then back through the whole thing again and again. I checked another wifi, all cords, different hdmi outlet, reset roku, reset modems, AND then returned it and purchased a SECOND device.  Same exact problem. What is the issue here? 

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7 REPLIES 7\
DBDukes
Community Streaming Expert

Re: new express setup stuck in software update loop


@mkoors wrote:

I purchased an express after the roku express I had for 3 years was having issues. Plugged it in according to directions (with package cords). It kept going through the language, wireless connection, software, bouncing roku then back through the whole thing again and again. I checked another wifi, all cords, different hdmi outlet, reset roku, reset modems, AND then returned it and purchased a SECOND device.  Same exact problem. What is the issue here? 


Two separate Roku devices unable to complete setup? That sounds like there's an issue with the update portion of the setup. It's failing at a critical point and starting over. That indicates something on your network is stopping the update. Perhaps you're on a crowded channel (nearby networks using the same channel could interfere). Do you know if you're on channel 1, 6, or 11 on your 2.4 GHz network? And can you try each of those and see if one of them resolves it?

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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mkoors
Level 7

Re: new express setup stuck in software update loop

Thank you. I'm not sure where to find/change the channel. If I log into the IP should I be able to modify that there?

 

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DBDukes
Community Streaming Expert

Re: new express setup stuck in software update loop


@mkoors wrote:

Thank you. I'm not sure where to find/change the channel. If I log into the IP should I be able to modify that there?


That depends on your router. They don't all have the same way to access user/admin menus. Some offer apps. Some have local Web interfaces. It's often in the paperwork that came with the router.

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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mkoors
Level 7

Re: new express setup stuck in software update loop

I did find where to switch the channels. I tried the 3 you recommended.  I also remember I tried the hotspot on my phone (which normally works on my roku). No dice.  Any other options?

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DBDukes
Community Streaming Expert

Re: new express setup stuck in software update loop


@mkoors wrote:

I did find where to switch the channels. I tried the 3 you recommended.  I also remember I tried the hotspot on my phone (which normally works on my roku). No dice.  Any other options?


Nothing comes to mind. Again, you reported two separate brand new out of the box Roku devices unable to complete setup and restarting setup process. That indicates the update process failed. Yes, it could be Roku server issues, but that would usually mean many many many users reporting issues, which hasn't happened. Generally, it's something on the user's network preventing the update. 

Some of the more knowledgable network folks on the forum here will have some ideas, I'm sure. I'm reluctant to suggest tinkering with a firewall, which could be the cause of the update failure. Your hotspot attempt also is quite surprising, as that usually is a good workaround.

It's possible two consecutive Roku devices were bad, but I'm not certain what the odds of that would be.

I'm at a loss for now. Others may have some suggestions.

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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mkoors
Level 7

Re: new express setup stuck in software update loop

Since I already tried my phone hotspot I figured my alternate signals base was covered but... I tried my husbands verizon Jetpack and it worked! I'm hoping once its setup it'll be ok with the other signal.  Thanks for the help!

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DBDukes
Community Streaming Expert

Re: new express setup stuck in software update loop

Awesome. Glad its working.

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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