Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
madiscientist
Level 7

Express+ (3910): cannot remove or load apps to memory

My Roku Express+ (model 3910X on device; 3910RW on "issue tracker" screen) is unable to complete any operations that would normally be accompanied by a 0-100% progress wheel.  It can still load its most-recently used applications, but it cannot remove any via the * menu and it cannot load any of my many apps that it does not have cached as "recent."

I have done device restarts, but I am extremely reluctant to do a factory reset: my primary application is the Spectrum app for my grandfathered skinny streaming cable package, and it will not be possible to reinstall it if I reset the unit.  That app, Bally Sports (for Brewers), and Netflix are all still on the working list, but HBO Max and others would need to load.

The Express+ lacks a microSD slot, so no help there.

Current system software is 10.0.0 build 4195.  Last update was on May 8, 2021; Last check was May 25, 2021.  It hangs if I tell it to check for updates.  I'm unsure of how to roll back the software version on this model and don't know if it would help.

I have explored several of the secret menus.  The channel menu does allow me to successfully remove applications.  I did that for a few expendable ones, but it did not make a difference for launching what I wanted to run.

I did find that the system is running hot, I think: mid 90s Celsius with or without an app running.  The local environment is not hot, and ventilation is adequate and unchanged.

I can generate Issue ID #s, but this model does not have agent support and I can't find a means of submitting them.

Any ideas?  I'm using this model on an SDTV with composite inputs; if this can't be revived, we'll be without service in that portion of the house.  The 3910 is the most recent model with this capability. [Meaning "just buy a newer one" isn't exactly helpful.]

0 Kudos
2 REPLIES 2\
RokuDanny-R
Roku Employee
Roku Employee

Re: Express+ (3910): cannot remove or load apps to memory

@madiscientist

Thanks for the post.

We would recommend trying to perform a factory reset on your Roku device to see if that resolves the issues you are experiencing.

Please be aware that the Spectrum channel shouldn't be removed when performing a factory reset as channels are linked to your Roku account and not Roku device.

For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
renojim
Community Streaming Expert

Re: Express+ (3910): cannot remove or load apps to memory

If it can't load any or remove any channels/apps then it's probably having trouble contacting the Roku channel store.  Have you tried rebooting everything - modem/router and Roku?

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
0 Kudos