Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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gust0208
Level 7

Unable to do initial software update - error 005

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Hello,

I just bought a Roku Stick+ and I am unable to set it up due to it always failing the software update step right after selecting my default language. I have verified my internet is working on multiple other devices, and have tried multiple WiFi networks, but same error 005. This means I basically have a useless stick at this point.

Please help.

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atc98092
Level 17

Re: Unable to do initial software update - error 005

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Do you have the ability to try a different Internet source, such as a phone hotspot, or trying it at someone else's home? If it continues to fail, then I would agree to return it and get another one. 
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.

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gust0208
Level 7

Re: Unable to do initial software update - error 005

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It appears to be an error in the Roku system software. I entered the “secret screen” and it shows “Software Update Server: release”.

So it is not my connection, it is the Roku doesn’t know where the update server is and I have no way to update this. Do I need to return my Roku Stick+?
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atc98092
Level 17

Re: Unable to do initial software update - error 005

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Do you have the ability to try a different Internet source, such as a phone hotspot, or trying it at someone else's home? If it continues to fail, then I would agree to return it and get another one. 
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.

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Community Manager
Community Manager

Re: Unable to do initial software update - error 005

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Thanks for letting us know what you're seeing. A few questions here to better understand what you're experiencing: 

- Have you tried connecting the device to a different wireless network, such as a mobile hotspot, then going through the setup process? 
- Where are you currently located? 
- What URL are you using when linking your device during the setup process? 

You might try opening another browser tab in the same browser window, scrolling to the bottom of the page, and changing the location to United States. Then, visit https://my.roku.com/link once more, and try to link your device again. 

Feel free to PM me with your Roku account email address and the serial number of the Roku device you are trying to activate if you're still having trouble, and we'll see what else we can do to help. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
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gust0208
Level 7

Re: Unable to do initial software update - error 005

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Thank you for the help everyone.

I was able to successfully download the update using my phone as a hotspot. This surprised me since I have a fairly basic home network setup, but definitely suggests something on my router.

I am located in Minnesota, USA.

My router is a tp-link Archer C5400.
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cayoc001
Level 7

Re: Unable to do initial software update - error 005

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I am having the same problem except that the error code is 003.  I do not have a mobile hot spot and can not connect to someone else's wifi.  Is there anyway I can talk to someone about this.  I have looked for a tech support phone number and cannot find one.  Also after reading through other peoples issues I am quite disheartened about even using a Roku.  We got Disney+ then found out we can't watch it with out a stick, then we buy the stick and haven't been able to get anything to work.  

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Roku Employee
Roku Employee

Re: Unable to do initial software update - error 005

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@cayoc001 

Thanks for the inquiry.

Try taking a look here for more tips about troubleshooting that network error code: What should I do if I cannot connect to my home network or the internet?

We recommend rebooting both your wireless router and your Roku device.

If you are unable to connect your device to an alternate network or mobile hotspot, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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