What to do if your Roku® streaming device is unable to update software

Background

Roku streaming devices are designed to run the latest version of software. Your Roku player or Roku TV will check to see whether new software is available for download during initial setup and whenever the Roku device is powered on, and then randomly every 24-36 hours. The download and installation are typically done automatically without interrupting your use of the Roku device.

You can also manually check for a software update on you Roku device.

What happens if there is an error during a software update?

To perform a software update, your Roku device must have a good connection to the internet. If for some reason this connection is unreliable, or an unexpected outage exists, your Roku device may be unable to update to the latest software. Should this happen, you will see an on-screen error message such as the one below.

At the bottom of the message, you will see one of the following error codes: 001, 002, 003, or 005.

How do I get the software to update successfully?

It is possible that the Roku service may be temporarily unresponsive. If an error code is encountered during an attempt 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 when the outage is over.

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

  1. Did you connect your Roku device to the correct network? Selecting the wrong wireless network name (also called as SSID) will cause your wireless network connection to fail. If you are not sure that your Roku device is connected to the correct network, get help finding your wireless network name and password.
  2. Check to see that your router* is working properly. Use your computer or a mobile device to connect to the router and access the internet (try launching a website like www.roku.com). If you are able to connect to the internet on other devices, go to the next step.
  3. Do you have a strong enough wireless signal? If your password is correct and other devices can access the router, but the software update continues to fail, the most likely problem is the strength of the wireless signal. The wireless signal gets weaker the farther your Roku device is from your router, and with more obstacles (like walls and cabinets) between your router and your Roku device. Review these tips to help improve your wireless signal.
  4. Try restarting the Roku device and your router.
    • To restart your Roku player, go to Settings > System > System restart. To restart your Roku TV, go to Settings > System > Power > System restart. You can also unplug the Roku device from the power source and then plug it back in.
    • To restart your router, check the instructions from your internet Service Provider (ISP) or router vendor. In some cases, you can simply unplug it and plug it back in, and in other cases it may require pressing a reset button on the device.

      Note: It will take a few minutes before both devices have restarted.
  • If you have previously connected to your router, the Roku device should automatically reconnect. If it is not reconnecting, or if you are setting up your Roku device for the first time, complete the network setup process.

Wireless vs. Ethernet

All Roku streaming devices have the ability to connect to your router via wireless. Some Roku streaming devices also have an Ethernet connection, which can use a cable to connect to your network.

  • If it is convenient to connect the cable from your router to the Roku device, Ethernet will give you a faster and more reliable connection. Simply connect a standard Ethernet cable from an available port on your router to the port on the rear of your Roku device.
  • Wireless can also give you excellent results, provided you are located close enough to your router to receive a clear signal.

 

*A note on terminology: 

The wireless network in your home is created by a device that is typically called a router, but may also be referred to as a wireless access point, home gateway, or cable modem. This device is usually provided by your internet service provider or an independent company such as Linksys, Belkin, Netgear, or D-Link, among others. In some cases, there is a single integrated device (router + modem), and in some cases the router and modem are separate. In this article, we will use the term ‘router’ as a generic term to refer to the network device that your Roku device connects to. Your ISP or router vendor will provide specific information on their devices.

 

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