Issue Tracking Board

[vuhnessuh]

This is going to sound crazy lol, but after 2 months of being stored in the closet it finally ended up working lol….. they wouldn’t let me return or exchange the tv so i just put it in the box in my closet in June, around August i took it off and said let’s try now and it worked! Lol

[RokuJechealR]

Hi @micahdeven,

Thanks for posting, and welcome to the Roku Community!

We appreciate you bringing this to our attention regarding the issue you've encountered with your Onn Roku TV, which is stuck in recovery mode.

We'll share these details with the appropriate team for further review and post an update in this thread once we have information available.

We hope to get everything sorted out soon and appreciate you bearing with us in the meantime.

All the best,
Chel

[Champilj1]

My tv is stuck on recovery mode. I have held down the reset button and unplugged my tv. Nothing is working! It gets me to the step of asking for me to “update now” after connecting to my WiFi and after that it restarts and I have to input my WiFi information in all over again just for it to keep asking to “update now”, restarting and making me do it all over again. Please help.

[Arkansas5]

Our 65" TV started doing this around 1:00 today. It is now 7:32 p.m. 

One of the times it came up with the option to go to do Restart, Update, or Factory Reset. And we chose update. It came back with "update failed". So then we tried to reset it again by pressing the little button on the back of the TV by the HDMI connection multiple times trying our different options for WIFI. But now the only option is UPDATE. It runs through the update and one time got to 99%, but it then just goes back the the onn.Roku screen. We have unplugged everything from the TV, we have unplugged the TV from Power. We have waited different amount of times. We removed it from our list of ROKU devices. It still will not complete the update. Here is the information describing the TV:

Version :  CTF.04E12221A

Serial Number X012005G6326

DEVICE ID:  SOU4335G6326

HARDWARE ID:  G855x

onn Model:  100012587

[wolfefamlily15]

i have a onn 50inch uhd tv that was given to me. hardware number is g507x serial number is x012009ru1la. the tv is stuck in recovery mode i tried to updated it with a usb but it comes up with response code is invalid. pleas help 

[PuppyNest]

Today our TCL Roku TV is stuck in recovery mode. We have tried all the things with unplugging and plugging, reset, USB method said it was a downgraded system from what we have so couldn’t use it. WiFi rebooted as well. The only other choice on screen besides upgrade now which leads to usb, is restart. Did that and start up screen would come up and go off for awhile and then would land us right back to recovery screen. Can’t check current version since no Home Screen. Other id numbers in photo.

[RokuJechealR]

Hi @Arkansas5,

Thank you for your first post to the Roku Community!

We appreciate you bringing the issue with your Roku TV to our attention. We understand that you are experiencing difficulties completing the software update, and for sharing the steps you've taken to resolve the issue and your device information.

Please be advised that if your Roku device is stuck at 99% during an update and then suddenly returns to the ONN Roku screen, this typically indicates a problem with your internet connection or the update process, preventing the new software from fully installing.

We recommend trying the following:

1. Restart your Roku device.
2. Check the stability of your internet connection.

In addition, we suggest connecting your Roku device to an alternative wireless network, such as a mobile hotspot, to see if that resolves the issue.

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

[RokuJechealR]

Hi @PuppyNest,

Thanks for posting, and welcome to the Roku Community!

We understand you are having trouble with your TCL Roku TV, which is stuck in recovery mode. We apologize for any inconvenience this issue may have caused.

Please be advised that we are aware of this issue and that our Roku team is actively investigating it. We also acknowledge the device information you provided and will update our appropriate Roku team with it.

We hope for your patience and understanding as we work on the issue. This thread will update you with further developments about our investigation.

All the best,
Chel

[Mdeegan8]

@PuppyNest @That’s what mine done and was like it for 3wks contacted where I bought it from got full refund 

[PuppyNest]

Was yours working at first? We have had ours for like 6 months and it has been quirky but not stuck like this until today. I was thinking there is a problem with a new update that is not loading.