Wi-Fi & connectivity

[Slimey-]

3800X refuses to update to 13.1.4.1512 from 13.0.0.24056, gives error while download is at 85% every time with update error 004, tested on home network with xfinity, at work and Verizon hotspot on my phone and get same results.  When it errors out I press Ok and am just left with a background.  Tried steps at https://community.roku.com/t5/Wi-Fi-connectivity/Update-error-004-over-and-over/td-p/914263 reboots, changing the update server method, factory defaults, recovery mode, nothing works.

I have another hisense roku tv that works fine over the same wired and wireless network at home so what gives?

[RokuTakashi · Accepted solution]

Hi, @Slimey- 

Thanks for posting here in the Roku Community.

We understand that you are unable to update your Roku device to the latest software version and have Error Code 004, and we're here to assist in resolving this issue. Let's perform a system restart on your Roku device by navigating to Settings > System > Power > System Restart. 

After the restart has been performed, kindly update your Roku device in Settings > System > Software update, then Check Now. 

For more detailed instructions, visit our Support page: How to update the software on your Roku streaming device | Official Roku Support.

We hope this works, and let us know if you're still having the same issue, and we'll assist you further.

Best wishes,
Kash

[Slimey-]

That didn't work.

[MackJsy]

Model : 3930EU - Roku Express
Serial Number X004002D6KR0 (S01V314D6KR0)
Software Version: 1.5.0 build 4178-AE

Issue ID : R0-317-510  or R0-317-516

ISP: Jersey Telecom
Router: PFSense

I've got 1 identical device that has updated fine (same wifi network/router/ISP) - although that was in constant use, and another device (above), which was inactive since about Nov last year that is now always getting a 004 error when trying to update, I factory reset it, and now cannot do anything with it.

Have tried multiple wifi networks and also hotspotting from phones, all seem to give the same error.  Doing a packet capture on the network seems to show no traffic from the device when you click on the OK to do update, it counts 1%, 2% then error 004. From the packet capture - it connects to 54.172.82.240 whilst checking if there is an update, and then when it's said there is one - it goes no further.
So without adding a reverse https proxy in to see what is in the packets I can't diagnose this any further.

Regards 

Mack.

[RokuTakashi]

Hi, Community users.

Thanks for bringing this issue to our attention. 

Kindly be advised that we have forwarded this issue to the appropriate Roku team for review and investigation. We understand your concern, and our team will work on this diligently.

We hope for your patience and understanding in the meantime.

Best wishes,
Kash

[MackJsy]

Indeed RokuTakashi , as the devices (in my case) is effectively bricked and un-usable.

[MackJsy]

 RokuTakashi  is this helpful putting it into an old thread?
Or is it a systemic problem, and a reason why we shouldn't buy ROKU ???
Device I have is now heading to the local tip.

[Roaming]

I am having the same exact problem with a 3900X.  Sometimes I can get it to reboot and the device is usable but if the software update is initiated / allowed to happen, mine will also get stuck at 85% and give error code 004.  After that there is just the black background with no icons. 

[RokuArjiemar · Accepted solution]

Hello! @Roaming,

Thank you for your post in the Roku Community!

We appreciate you reaching out to us about updating your Roku device. We're pleased to assist you.

The service may be temporarily unresponsive if your Roku streaming device is stuck on a software update. If an error code is encountered while attempting to update the software, wait a few minutes and try again. If Roku is aware of an extended outage, an alert will be displayed near the top of the Roku support site. If you see an alert here, try again after the outage.

If there is no alert and you continue to see the error message after multiple attempts, the update failure is likely due to a network connectivity issue. Try the steps to help resolve the problem.

You can connect your streaming device to a mobile hotspot as a temporary workaround to ensure there is no issue with your device.

Thanks,
Arjiemar