Issue Tracking Board

[ScottyA]

Same issue here

Version: 93F.04E12221A

serial number: X000000S9NS1

device ID: S077217S9NS1

hardware ID: C149X

TCL model: 50S435-CA

[James1959]

• TV is frozen in recovery loop have done everything possible ‼️TV was purchased in September of 2024 not happy 😒 

[C3b0]

I spent an hour on the phone with TCL support this morning, re-doing every single trouble shooting tip and the end result was that my TV was out of warranty, so unless ROKU creates the fix to unlock this software loop, I'm out of luck. Very disappointing. 

My older TCL has never had an issue, but this was a big FUBAR between TCL and Roku that needs resolved. 

[Rachelle_79]

I’ve tried everything to get out of recovery mode. My father has dementia and this is his favourite thing to do is watch his shows over and over. Please help 

[RokuArjiemar]

@Rachelle_79,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding your Onn Roku TV being stuck in recovery mode. We understand how important this can be and are here to help you through 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.

Thanks,
Arjiemar

[Rachelle_79]

Thank you, for your response. I’m now out of the purple. It does go to blue screen, then blue English screen,- updating software 💯 turns off. Comes back to blue Roku Tv screen and repeats. Did the factory reset.

[RokuArjiemar]

@Rachelle_79,

Thanks for the updates,

We will ensure that this matter is forwarded to the appropriate team at Roku for a comprehensive review and investigation. Your concerns are important to us, and we want to make certain they are addressed properly.

In the meantime, we greatly appreciate your understanding and patience as we work to resolve this issue. Thank you for your cooperation.

Cheers,
Arjiemar

[Scernity0107]

My children 32inch onn Roku tv has been stuck on recovery mode all day long and I can’t seem to fix it 

serial #X02000WH9HD4
device ID #S0MH501H9HD4
Roku TV #5H08X

onn. Model #100012589

[RokuArjiemar]

@Scernity0107,

Thank you for your post,

We will forward this information to the appropriate team at Roku for a thorough review and investigation. Your concerns are important to us, and we want to ensure they are addressed properly.

Thank you for your understanding and patience as we work to resolve this issue. We appreciate your cooperation.

Cheers,
Arjiemar

[Seckamsatou13]