Issue Tracking Board

[Kardo09]

My Roku device won't allow me to get connected. On my screen reads: Can't Update

Please set up your network connection and try again.

Then in a purple bar it says

Try updating again.

I've tried updating over 40 times today. It won't connect to my WiFi, I've unplugged my TV & Internet box more than 30 times to no avail. All my other devices in my home are still connected to the Internet, it's just my Roku TV won't connect. My home is also gone, I'm only getting the onn. Roku TV in the upper left hand corner with the rest of my TV screen black. Please help. Thank you very much. 

[RokuAustin]

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@Kardo09 wrote:

My Roku device won't allow me to get connected. On my screen reads: Can't Update

Please set up your network connection and try again.

Then in a purple bar it says

Try updating again.

I've tried updating over 40 times today. It won't connect to my WiFi, I've unplugged my TV & Internet box more than 30 times to no avail. All my other devices in my home are still connected to the Internet, it's just my Roku TV won't connect. My home is also gone, I'm only getting the onn. Roku TV in the upper left hand corner with the rest of my TV screen black. Please help. Thank you very much. 

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Hi @Kardo09! Try performing a factory reset. Go to Home > Settings > System > Advanced system > Factory reset and follow the prompts there to reset the TV. Let us know how it goes!

[Kardo09]

I am unable to go to the home screen. My TV screen is black with only the onn. Roku TV logo at the top left hand corner. I can't access anything with my remote. The remote is only making a sound when I press on it.

[Francinemb]

I can’t even get to my Home Screen. My remote isn’t working and I’ve done all of the troubleshooting listed with no response. What next?

[RokuAustin]

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@Kardo09 wrote:

I am unable to go to the home screen. My TV screen is black with only the onn. Roku TV logo at the top left hand corner. I can't access anything with my remote. The remote is only making a sound when I press on it.

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Did the remote just stop working? You stated that you were unable to get on WiFi. Can you show us a picture or a record a short video of what you're seeing?

[Kardo09]

This is not giving me an option to send the video. How do I post the video ? 

[RokuAustin]

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@Kardo09 wrote:

This is not giving me an option to send the video. How do I post the video ? 

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Feel free to send it to my email directly, akish@roku.com. Thanks!

[Kardo09]

okay

[mannykartman]

Did you guys even test it before saying its fixed? It is still broken. 

[RokuAustin]

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@mannykartman wrote:

Did you guys even test it before saying its fixed? It is still broken. 

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@mannykartman Can you show us a picture of what you're seeing and confirm if you've restarted from the Settings menu? For most folks, this is resolved, but we're working with any customers who may have a lingering issue.