Issue Tracking Board

[RokuArjiemar]

@VirtuaCat , @rockinride,

Please be aware that we are currently investigating and working hard to resolve the issue affecting a subset of customers.
If you have not already, can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID). 

Once we have the necessary information, we will forward it to the appropriate Roku team for further investigation.

In the meantime, we greatly appreciate your patience and understanding.

Thanks,
Arjiemar

[VirtuaCat]

Hello, @RokuArjiemar 

My device is the TCL 7105X 55S405

YN00NM864513

9T68AN864513

30F.04E12221A

The TCL Serieal # is: 1810GTO000929A01644

I've tried doing a manual update using a USB stick, but the update file on the Roku website is outdated.

[RokuArjiemar]

@VirtuaCat,

Thank you for providing that information.

We will ensure your information is forwarded to the appropriate team at Roku for a thorough investigation. Our team understands the importance of your concerns and is committed to addressing them effectively.

In the meantime, we sincerely appreciate your patience and understanding as we work to resolve this matter. Thank you for bringing this to our attention.

Best regards,
Arjiemar

[VirtuaCat]

Is it possible to know what the current update file on the Roku manual update site is? The one that I downloaded today is of a previous version, and we are unable to downgrade to it.

[rockinride]

I know others have been waiting months, please chime in on whether you gave up on TCL TV's and purchased another brand.  It's a shame companies destroy perfectly functioning Televisions that end up in landfills with updates that rarely do anything to upgrade the device, but are actually mining user data. 

[Smf90]

Same thing happened to my kids tv yesterday out of nowhere. It had me go through the process of the recovery mode, then went back to the TCL-ROKU boot up screen. I have done literally everything, but I can’t get it to work. 

[RokuArjiemar]

@Smf90,

Thank you for posting in the Roku Community!

Thank you for reaching out to us about your TCL Roku TV being stuck in recovery mode. We understand how important this situation can be, and we're here to help you resolve it.

Recovery Mode is the most invasive reset method and should only be attempted when all other methods fail. For more help with less invasive methods, learn how to system restart or factory reset your Roku streaming device.

If you already tried other reset methods and your device is still not working, follow the steps below to use Recovery Mode.

1. Locate the Reset button on the back of your streaming device
2. Press and hold the reset button for at least 20 seconds
3. If your device has a reset pinhole, use a straightened paperclip (or similar)
4. After a moment, your device will restart and display the Recovery Mode screen
5. Use your remote to select your preferred language and then press OK  
6. Follow the on-screen instructions to connect to the internet
7. Once connected, select Update now
8. Your device will restart after it finishes downloading and reinstalling the operating system

For more detailed information, please visit: How to use Recovery Mode on your Roku streaming device.

If the issue persists, If you have not already, can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Once we receive the necessary information from you, we will promptly forward it to the appropriate team at Roku for a thorough investigation. Our team is committed to ensuring that your concerns are addressed efficiently. We understand that this process may take some time, and we sincerely appreciate your patience and understanding as we work to resolve this matter.

Thank you for your cooperation.

Best regards,
Arjiemar

[rockinride]

Every person with this problem has tried recovery mode, update, factory reset, restart many many times. IT DOES NOT WORK! Please update USB files on the website to current version so downgrade error is fixes also. 

[Amava1266]

• we have the exact same problem and my tv is completely stuck on the recovery mode 

[rockinride]

I finally got it to reset to factory settings. I held the reset button 30 seconds several times until it finally loaded the setup screen. I use this 43S425 as computer monitor in my office so I would advise never setting up an internet connection in that scenario, this way the terrible automatic updates will not cause you any problems. If you use it for roku you will need to have it connected it to the internet and take your chances.