Issue Tracking Board

[bootsfields]

I was watching TV on Saturday and all of a sudden my TV rebooted itself and has been stuck in recovery mode no matter what I do. I have pushed the reset and eventually it will take to the screen where I can choose my language and connect to Wi-Fi with the offered options to update,restart or factory reset. When I click the update it appears to complete and then puts me in the loop of turning on and off and then returns me to the same screen with the same options. Same if I choose restart or factory reset as well. I have also tried using the flashdrive but it says my current version is more up to date and a downgrade is not allowed. I've left the TV unplugged for a day,left it plugged in as well and tried all of the troubleshooting options suggested in the community that I have found with absolutely no luck or change. I have also rebooted my router and modem along with the TV to no success or change, no other devices I own are having any issues.Version is 81F.04E12221A                               Serial # is YK00K2002796                           Device ID is KK488K002796                         Hardware iD is 8511X                                     RCA model is RTR3260-B-US        That is all the info that I got and like I said it just cycles through no matter what i have tried back to the purple recovery mode screen. Any help would be appreciated if there is any to be had 🙂

[RokuJechealR]

Hi @bootsfields,

Thanks for your first post to the Roku Community!

We understand that you are having trouble with your RCA Roku TV, which is stuck in recovery mode. We appreciate all the steps you took to resolve the issue.

Please be aware that we have passed along your concerns and details to the appropriate Roku TV for further investigation. This thread will provide an update on further developments in our investigation.

We sincerely appreciate your patience and understanding while we resolve this issue.

All the best,
Chel

[RokuJechealR]

Hi Community users,

Thanks for posting in the Roku Community regarding the issue you are experiencing with your TCL Roku TV stuck in a reboot loop.

We recommend giving the following troubleshooting steps a try:

1. Power-cycle your Roku player: unplug it from the wall power outlet and plug it back in.
2. Check for updates. Go to Settings > System > Software Update > Check Now
3. Restart your Roku player. Go to Settings > System > Power (if you do not see a Power submenu, skip to the next step) > System Restart.
4. Last resort, factory reset: Go to Settings > System > Advanced System Settings > Factory Reset.

If the issue is persistent after doing so, please provide us with this information:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).

Please keep us posted on how this works for you, and we'll continue assisting you from there.

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

[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.