Issue Tracking Board

[RokuArjiemar]

Hello Community Users!

We wanted to take a moment to update you on the status of the issue you reported. Our team is actively working on investigating the matter and gathering all relevant information.

We appreciate your patience during this process and are committed to keeping you informed. We aim to provide you with a detailed update as soon as we have more insights to share.

In the meantime, if you have any further feedback or questions, please feel free to contact us. 

Thanks,
Arjiemar

[ScottyA]

I left my tv unplugged for two days and when I plugged it in today it downloaded the update again through a wired connection to my router. This time when it restarted it exited the loop and factory reset on its own. I’m thankful I don’t have to get a new tv, as mine is only two years old. Hopefully the problem gets resolved for all the customers and this doesn’t happen again.

[tclinaz]

My TV just started the recovery mode loop.

Non stop.

Unplugged, press and hold the reset button on back, different LAN connections, different LAN cables, all the options, update, factory reset, and reboot. Nothing stops the loop.

TV info:

Version 30F.04E12221A

Serial Number YN00DY747646

Device ID 9S686D747646

Hardware ID 7104X

TCL model 49S405

Tried the USB fix and the TV says the current software is more up-to-date. Downgrade is not allowed.

Thank you for your help,

InAZ

[kandersen21]

Plugged mine back in after leaving it unplugged yesterday, reset and updated and it finally worked again!!

[Kmingus04]

Hello my Onn Roku tv is now doing this as well. It seems from the amount of people in this community that it has become a common issue. I have followed all of the advice given per your associates and none of it has worked.

Version: EGC.02R01385A

serial number: X02000V21ML0

device number: S0LG43921ML0

roku tv: H801X

onn model: 100012589

[Rachelle_79]

I know this takes time, but with a father that has dementia it takes him out of a routine. I see this is an issue with the update and is someone working on it? I see other posts with the same issues? Trying to stay patient, but as a customer this is frustrating. Please help us all out. Thank you! 

[StuckInBootLoop]

Hi Arjiemar,

Here's the info from the recovery screen. I cannot generate a Tracker ID. I am stuck in the Recovery Mode boot loop and have tried unplugging, draining excess power with the power button and pressing the Reset button. I've tried doing the system update with wireless, wired internet and a USB drive (said it would not revert to older software), and nothing is working. Please help! 

Version 30F.04E12221A
Serial number YN00AE772117
Device ID I1997A772117
Hardware ID 7128X
TCL model 43S425

[RokuArjiemar]

@StuckInBootLoop,

Thank you for the information.

We appreciate your concern and will relay this matter to the appropriate Roku team for a thorough investigation.

Thank you for your patience and understanding as we address this issue.

Cheers,
Arjiemar

[LaShayia]

Same issue - any updates? Solution did not work 😕

[RokuArjiemar]

@LaShayia,

Thank you for the updates.

Please note that we are investigating and diligently working to resolve the issue impacting a subset of our 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 this information, we will pass it along to the appropriate Roku team for further investigation.
In the meantime, your patience and understanding is much appreciated.

Thanks,
Arjiemar