Issue Tracking Board

[Abdul112]

@RokuArjiemar 

I’m having the same problem. I have tried everything and it still goes back to the recovery mode even after completing the updates. Could you please help me fix this issue? Here is my TV information:

version: 93F.04E12221A

Serial number: X00000J5NHC2

Device ID: S02V2135NHC2

Hardware ID: C139X

TCL model: 55S431

[RokuArjiemar]

@Abdul112,

Thank you for providing the information.

We understand the importance of this issue and will pass your concerns on to the appropriate Roku team for further investigation.

We genuinely value your patience and look forward to working together to find a resolution.

Thanks again for reaching out. Please let us know if you have any other questions or concerns. 

Cheers,
Arjiemar

[RokuArjiemar]

@Kmingus04,

Thanks for the information,

We will forward it to the appropriate Roku team for further investigation. In the meantime, we appreciate your patience and understanding.

Cheers,
Arjiemar

[allysa]

how do i get to that from recovery screen

[Rachelle_79]

@allysa 

[Mjallen1015]

The TV was turned off after acting up and now won't come out o of recovery mode. I've tried several times, including using another language and leaving for 24 hours to update, and unplugging it for 2+hours. I turned the internet off to everything but it. 

[RokuArjiemar]

@Mjallen1015,

Thank you for posting about the issue you've encountered with recovery mode. We're pleased to help.

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 this information, we will forward it to the appropriate Roku team for further investigation. In the meantime, we appreciate your patience and understanding.

Thanks,
Arjiemar 

[WelcomeHome]

Another one:

Tried reset button, says updated and restarting then goes back to recovery mode. 
version CG9.40R03324A

serial X01200GW11C3

device id S0JS632W11C3

roku tv G136X

TCL model 55S451

[RokuArjiemar]

@WelcomeHome,

Thanks for this information,

We will forward this to the appropriate Roku team for further investigation. Your patience and understanding are greatly appreciated in the meantime.

Let us know if you have any other questions. We're always happy to help.

Cheers,
Arjiemar

[Dargar]

My TCL TV turned on to recovery mode, updated and is now boot looping. I can't even get it to go to recovery mode. It's a 55r617-CA model, but I can't get any of the other required info because it won't even go into recovery mode.

I have tried changing plugs and outlets, resetting everything, unplugging and using the power button to discharge extra current. None of it fixes the boot loop.