Remotes

[misterswaggger]

The update worked? my Roku tv is set to auto update but it is still on version 12.5.5 build 4174, and i manually update it (via check now) and it gives me version 13.x.x.

When i do go through the process of updating, it says update successful but my software is still ver. 12.5.5? 

As well as still having the unusable smart tv. Cant select any apps like youtube, hulu, etc. or even hdmi inputs at all. It only goes from the far left home selection, and then far right where the normal ads are. 

Roku Rtru4327-us 

serial YN002E154340

Software v12.5.5 build 4174-AM

device ID: 3Y8182154340

[ShawnaS7910]

Hi! I have been having the same issue. I purchased the product brand new on Monday and this started happening Tuesday. I have been watching this chat for possible fixes and have tried everything that has been suggested... restarting, hard reboot, and checking updates. Nothing has worked. Here is the information for my device

Model 9102RW - Roku Streambar

Serial # YL009C247595 (B11429247595)

Software version - 12.5.5 build 4174-95

GC version 11.6.21

Tracker ID 95-297-443

Thank you!

[Brownbevo]

Thanks.  I tried updating my TV as well.  It already had the latest update.  It seems to be the streambar.  All other devices I hook up to my TV work.

[Brownbevo]

Thanks for your post.  My other devices work fine, it seems be the streambar itself that is effected.  I'm returning it later today.

[Rodie1025]

My roku stream bar and ruko remote are having issues. When I turn on the TV all apps are there, then I try to select one and it goes over to the right. After a couple minutes, all the apps are black. The only way to watch the is my using my voice. I have updated to the latest version, completed a system restart, and a factory reset. What else can I do to fix this issue?? Is anyone else having the same issue?? 

[Val_F]

Same thing started happening to me a few days ago.  Software is up to date, new batteries, system restart etc.  Prior to this my soundbar was working fine.

Contacted customer support and their only solution was to do a factory reset, which I'm unwilling to try because I assume it is a generic response from them and probably won't work either.  Plus I will have to re-register all of my passwords etc.  Has anyone tried the factory reset?

[sjl9069]

Factory reset did nothing. 

[Val_F]

As I suspected.  I did the factory reset as well, it did nothing.  I contacted customer support again, and was told my only option was to perform another factory reset.  So now I'm stuck with a device that doesn't work properly.  The agent abruptly left the chat when I asked to speak to a manager.  I wonder if filing a complaint with the Better Business Bureau would do anything?  Seems severe but seeing as that I have a piece of equipment that is not working properly and the company won't support it, I do feel like it's a giant waste of money seeing as that you're relying on their software to actually continue to work after you purchase...

[RokuCarly]

Hi Community users.

The information you provided has been forwarded to the team to commence the investigation. As soon as we receive any updates and resolutions, we will share them immediately.

If you are experiencing the same issue, please provide us with the information requested in the above post so we can include your devices in the investigation. Additionally, let us know if the troubleshooting steps we have suggested work for you. 

Your patience and understanding as we work on this are highly appreciated. 

Best regards,
Carly

[sjl9069]

Software version: 12.5.5

Build: 4174 Model: 9101R2

Device ID: 3K6450671373

Seri number: YL0004671373

i can’t figure out how to attach a video.  If you give me an email address, I’d be happy to send it