Issue Tracking Board

[VirtuaCat]

Yeah, I've tried doing a USB Stick reset too, and got an error that it would be downgrading the version and that's not allowed.

[RecoveryLoopLov]

And another one..  Stuck in recovery as of yesterday (11/16/24).  Performed update on wired, cellular wireless hotspot and USB. All 3 methods complete 100%, all 3 end up back in recovery mode. 

Attempted reset button procedure multiple times.

Version:  CGF.O4E12221A
Serial number:  X01200WYKY9L
Device ID:  S0A8G2CYKY9L
Hardware ID:  G108X
TCL model:  43S431

[RokuArjiemar]

Hello @RecoveryLoopLov, @Graci3face!

Thank you for providing the information.

We will send your concern to the appropriate team at Roku, who specializes in this matter, for a thorough investigation.

We appreciate your patience and understanding as we work to resolve this issue.

Best regards,
Arjiemar

[RokuArjiemar]

Hello, Community Users!

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 gathered the necessary information, we will promptly forward it to the appropriate Roku team for a thorough investigation. This team addresses such matters and will work diligently to find a resolution.

In the meantime, we sincerely appreciate your patience and understanding as we navigate this process. Your cooperation is essential, and we will keep you informed of any updates as soon as they become available.

Thanks,
Arjiemar

[rockinride]

You are not out of the woods on this, you took down tens of thousands of TV's with that update. Just because one person had the reset work, doesn't mean anyone else has had success. 

Update the USB firmware also since its an older version than the garbage you sent out last night. 

[rockinride]

43S425

Recovery Mode Loop after automatic Update Saturday

USB firmware does not work since the firmware on the site is outdated

Hard reset does not work from button or from recovery menu

You need to allow at least one downgrade level if you are going to repeatedly push bad software that bricks your TV's. 

[VirtuaCat]

It's happening across a lot of Roku TVs right now. They put out an update that seemingly bricked a lot of TVs.

[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