You may have an old Roku model that is no longer supported and cannot run the newer Roku software. You can find your model number via Settings > System > About (at least, that's where it's shown in current products). You need the model number, not just the name, because Roku tends to reuse model names from year to year.
Roku Community Streaming Expert I am not a Roku employee, only a user like you. Please, no support questions via private message -- post them publicly to the Community where others may benefit as well. If this post solves your problem please help others find this answer by clicking " Accept as Solution.".
Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X