Forum Discussion

h5r9's avatar
h5r9
Channel Surfer
3 years ago

Roku Express with old firmware unable to update the software

I have a Roku Express I’ve not used for some years. It was not able to complete “Checking for new software” search, so I did a factory reset. The situation is still same - it connects to the Wifi a...
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi edodie,

Thank you for following up.

We appreciate you informing us about the Roku device that is stuck in "Checking for new software" and we apologize for the delay in a solution. We'll follow up on your ticket with our Support team. If you don't hear from them within the next 1-2 business days, please feel free to reach out again and I'll make sure you are taken care of.

We appreciate your patience for the time being.



Best regards,
Mary

Papaduff's avatar
Papaduff
Reel Rookie
3 years ago

I had to factory reset my Roku device. I'm able to connect to my wifi. But then it goes right after to software update and the spinning load circle for checking for new software has been spinning for the last 5 hours and has done nothing. What can I do to get this working?

  • renojim's avatar
    renojim
    Community Streaming Expert
    3 years ago

    First, if you're not using the supplied power adapter (I think that model came with a USB power adapter), try it.  Second, cycle the power and see where you're left when it restarts.  You may be right back at the "Choose a language" screen.  If so and if you can, try connecting to your phone's hotspot just to get through the initial update.

  • Papaduff's avatar
    Papaduff
    Reel Rookie
    3 years ago

    I tried all that. And nothing.  Any other suggestions. 

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi Papaduff,

    Thanks for posting in the Roku Community!

    We appreciate your patience regarding this issue. We understand that you are having difficulties with your Roku device that is stuck in the error message "Checking for new software". 

    We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
    • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
    • steps to reproduce the issue you are seeing

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.


    Best regards,
    Mary