Issue Tracking Board

[Fierko89]

THANK YOU!!!!!!!!!!!!! My TV has ben stuck in a boot loop for the last 30 hours and it wouldn't stay up long enough to download the update when it did get to a home screen. You're amazing

[RokuArjiemar]

Hello! @SharonJ,

Thank you for the information,

We have forwarded your information to the relevant Roku team, who will thoroughly investigate the matter further. Our team is committed to working closely with you to resolve this issue quickly and effectively.

In the meantime, if you have any additional details or questions, please feel free to share them with us.

Regards,
Arjiemar

[RokuArjiemar]

Hello! @AliciaHill95,

Thank you for the information,

We have forwarded your information to the appropriate Roku team, who will investigate the matter thoroughly. Our team is dedicated to collaborating with you to resolve this issue as quickly and effectively as possible.

In the meantime, if you have any additional details or questions, please share them with us.

Regards,
Arjiemar

[Champilj1]

Hi Chel!

Thank you for reaching back out to me!

I just tried what you suggested and it’s still doing the same thing. Here’s the information you requested:

version: DHA.50R02482A

serial number: X0120059KLGF

device ID: S0M73299KLGF

roku TV: G504X

RCA model: RTRU4327-B-US

I did not get a tracker ID. No issue popped up and I tried the pressing the home and back button 5 times. My TV screeen just went back to the recovery mode screen. After that it asked me to select a language and next for me to connect to my WiFi. After that it asked for me to “update now” then it restarted. It went off and came back on and once it came back on it was on the recovery mode screen again that asked me to select a language to do the process all over again.

My service provider is Xfinity and the model of my router is XB7 and the vendor is Technicolor.

[RokuJechealR]

Thanks for providing us with your device information, @Champilj1!

Please be aware that I have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

Your patience and understanding in the meantime is much appreciated.

All the best,
Chel

[RokuJechealR]

Hi @abbeyabh,

Greetings from the Roku Community!

We're sorry to hear that the issue persists after taking the suggested troubleshooting steps, and we apologize for any inconvenience this issue may have caused. That's not what we aim for.

In this case, kindly provide us with the following information so we can include your device in the process of investigation:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We'll be looking forward to your response.

All the best,
Chel

[brentfolk8]

Mine has done the same right after it was updated.  Can't get to any screen to factory reset.  Doesn't go past tcl Roku tv screen 

[Pat1810]

@brentfolk8 

I unplugged my TV overnight. 
when I plugged it back in I was able to get to the screen to reset it.

hope that helps you.

[abbeyabh]

hello Chel

I tried pressing the home buttonx5 and back button x5 times but there is no tracker ID generated. However, below details are shown on the purple screen.

Current software version: 939.22R02407A
Serial number: X00000JHSXRH
Device ID: S036D08HSXRH
Roku device model : C105X
TCL Model: 50S425-CA

I hope this is sorted out soon.

Looking hopefully to a resolution.

regards

[cab1227]

My 75" does the same, except it does the update, resets then goes right back to the recovery mode screen.

Ive done it numerous times and tried all the above things to reset it.