Wi-Fi & connectivity

[LMHow]

I am unable to connect to my settings.  I get the error message 014.40 when I add my password (which I know is correct because I just started it up on my Mac).  When I restart Roku and hit the home button, it takes me to Software update.  I sometimes get an error 003 when I retry.  This is a new Roku Express HD hooked up to the tv I originally used for my previous Roku.

[mireilleeng]

Hi Teams Roku,

this morning, my TV TCL-Roku can't update software from network.

My Network is working A1 ... Download speed = +- 32 MBPS / 3 MBPS for upload

I got message ( error 003)

The problem is the TV can't bypass the software update process.

I tried to update with the USB Key process (Downloaded file from your site)

Download = A1

When I try to update from the USB key ... I got this message:

*** Current software is more up-to-date. Downgrade is not allowed. Please try again. ***

TV information:

Model: 32S327

Hardware ID: 8116X

Actual Software version: 13.1.4 - Build 1510-48

************************************************************************************************************

The annoying issue is:  The TV go to the Software Update directly ... I think is not a good idea

************************************************************************************************************

I reset to facthe TV ... same problems

You will see 3 pictures

[renojim]

@mireilleeng, I'm guessing that TV doesn't have an Ethernet port since the "Secret Screen" shows an Ethernet MAC address of all zeros.

So, assuming you're using a Wi-Fi connection, try restarting all of your network equipment (gateway/modem/router).  Until you see it populate the IP Address with something other than 0.0.0.0 a download will be impossible.

A factory reset should have returned you to where you set up your network connection.  What happened when it did?  There have been a few reports of the 003 error lately, so I do wonder if Roku is having server issues and none of the above applies.  The 0.0.0.0 IP Address is very suspicious, but it may just indicate that the network connection failed.

[Experiment626Sr]

I'm curious if you ever found a way around this.  This happened to me as well and I've been on the phone with TCL and Roku support but I haven't been able to resolve this.  I followed all the troubleshooting steps Roku has provided so far, but nothing has worked and they just keep saying it is a networking issue.

My troubleshooting steps so far:

1.Please connect the Tv direct to wall power socket. - Done.  Also tried moving it to a different outlet via extension.  Neither solution resolved the issue.
2.Connected Mobile hotspot and Ethernet cable. - Done.  Still having the same issue.  I cannot activate because it errors out when trying to do the software update.
3.Power down the Roku device and restart the Internet Router 3times. - Done.  After the third time, I tried to activate again, but it did not resolve the issue.
4. Please make sure the Tv is connected to power , Press and hold for 10 seconds reset button on the device, Please find the reset button which is available on the device or below the device. If not a button you'll find a Reset PIN hole which you can push it with a paper clip or a pen. - Done - this performs a factory reset.  I set up the networking afterwards and tried to activate again, but it did not resolve the issue.

5. Repeat the 1st & 2nd options. - Done.  I tried again after the factory reset to switch the power outlet and connect the TV to wireless, mobile hotspot, and wired.  None of these solutions allow me to activate since it errors out at the software update screen.

6.Please go through the Final software manual update, To set to recent update Version, For that we need 16gb USB, Please go through the below sent Article:-
 
https://support.roku.com/article/212361468 - Done, but I can't update it since the download image is older than the image on my TV.  Download image - 13.0.0.24062.  TV image - 13.1.4 build 1510-30

It seems like these are the only troubleshooting steps they know as they keep asking to do the same thing over and over hoping it will resolve the issue.
One thing to mention is that I was also able to reach the secret screen and click on "cycle software update server". Then, clicking on "update software". It would download the same software version and install just fine, but upon restart, I still can't activate it since it errors out at the software update screen.

[renojim]

If you can, try connecting to your phone's hotspot to get past the software update.  The 14.40 error is often caused by special characters in the Wi-Fi password, so eliminating them is another option and maybe the only option if the software update doesn't get you going.

[LMHow]

Being an 'old timer' and knowing little about this sort of thing, how can I connect to my phone's hotspot to get past the software update?  And, how can I eliminate my Wi-Fi passwords?  Thank you so much for your reply.

[renojim]

@LMHow, it depends on your phone.  The following support article has links to Apple and Google that show how to enable your phone's Wi-Fi hotspot.  You then connect your Roku device to the hotspot once it's enabled under the Roku's network settings.

How to connect your Roku streaming device to the internet using Wi-Fi or Ethernet | Official Roku Su...

[LMHow]

When I try to open Roku on my TV, I get the message to exit startup.  When I exit, the screen turns blue and the name Roku shows up on the upper left of the TV.  At that point I can do nothing with the TV.  Any other suggestions. 

[RokuJohnB]

Hi @LMHow,

Thank you for posting here in the Roku Community!

We will be delighted to assist you further with this issue you had with the Roku TV, which was having trouble connecting to your home network. If you see error codes 14.40 or 14.41, your device will use the wrong password to connect to Wi-Fi. Verify your password is correct and re-enter it.

If the problem persists, we suggest you contact your internet service provider.

We hope this helps.

Best regards,
John

[impressiveegg31]

I'm having this issue, did yours get solved?