"011 Cannot Connect Roku" Error Fix for Roku Ultra

Introduction

Roku Software Update Error.

During the initial setup process, your Roku device automatically downloads and installs the latest software. During this process, you may experience the error message "Cannot connect to Roku" with error code 011. This indicates the software update has failed because your Roku device is unable to connect to the Roku Software Update Server. This guide will provide some troubleshooting steps that may resolve this issue.

1 Resolve Software Update Issues

To resolve software update issues:

  1. Wait for a few minutes and select Try updating again.
    Try updating again option highlighted on Software Update Error screen.
  2. Visit Roku's Support Page and check to see if there are any alerts indicating that the service is currently experiencing problems. You may see a similar alert as the one below.
    Roku Support Page
    Roku issue alert on support web page.
  3. If you see an alert related to the software update service, check back later to see if the issue has been resolved. Otherwise, try troubleshooting further.

? Is the issue resolved?

  1. Yes
  2. No, let's restart the TV

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Roku Software Update Error.

During the initial setup process, your Roku device automatically downloads and installs the latest software. During this process, you may experience the error message "Cannot connect to Roku" with error code 011. This indicates the software update has failed because your Roku device is unable to connect to the Roku Software Update Server. This guide will provide some troubleshooting steps that may resolve this issue.

To resolve software update issues:

  1. Wait for a few minutes and select Try updating again.
    Try updating again option highlighted on Software Update Error screen.
  2. Visit Roku's Support Page and check to see if there are any alerts indicating that the service is currently experiencing problems. You may see a similar alert as the one below.
    Roku Support Page
    Roku issue alert on support web page.
  3. If you see an alert related to the software update service, check back later to see if the issue has been resolved. Otherwise, try troubleshooting further.
  1. Press the Home button on your Roku TV remote.
  2. Scroll up or down and select Settings.
    Roku TV menu with Settings option highlighted.
  3. Press the right arrow button and select System.
    Roku TV menu with System option highlighted.
  4. Press the right arrow button and select Power.
  5. Press the right arrow button and select System Restart.
    Roku TV menu with Restart option highlighted.
  6. Press the right arrow button and select Restart.
  7. Press the OK button to confirm.

Your Roku device automatically checks for available software updates every 24-36 hours. If you installed a channel that is not certified by Roku, installed a channel from the Roku Channel Store, or your device has been disconnected for some time, you may need to perform a manual update. Here's how:

  1. Press the Home button on your Roku remote.
    Home button on remote control.
  2. Select Settings
    Settings menu
  3. Select System
    System menu.
  4. Select System Update. The System Update screen displays the current software and build version, along with the date and time of the last update.
    System update menu.
  5. Select Check Now to manually check for updates.
    Check now menu with check now highlighted.
  6. If an update is found, it will be downloaded and installed automatically and your Roku device will reboot itself.
    Software update progress window.
  1. Remove the power cable from both your modem and router.
    Modem and router power cycle procedure.

  2. Verify all lights are off on the modem and router.
  3. After 30 seconds, plug in your modem and then your router.
  4. It may take a few minutes for the internet to reconnect.

Devices can be connected to a network in two ways:

Wired
EthernetWired, using an Ethernet cable.
Wireless
W-FiWirelessly, using Wi-Fi.
Ethernet connection with router being checked.

Make sure your device is properly connected to the router with the Ethernet cable by trying the following:

  • Unplug it and plug it back in firmly or plug it into another available numbered LAN port on the router.
  • Alternatively, you can replace the Ethernet cable, if you have a spare.
  1. Press the Home button on your Roku TV Remote.
    Home button on remote control.
  2. This will bring up the Home screen.
    Roku TV home screen.
  3. Go upwards or downwards with the remote to highlight Settings.
    Settings option highlighted on Roku TV screen.
  4. Then go to the right to highlight Network and press OK.
    Network option highlighted in Settings menu.
  5. Select Wired then go right and highlight Connect to a wired network then press OK.
    Wired setup option highlighted in Roku initial setup.
  6. Your wired connection will be set up automatically and ready to use.

A factory reset returns the TV to its original, "out of the box" state. Performing a factory reset will remove all stored personal data relating to your settings, network connections, Roku data, and menu preferences. Once completed, you must repeat the guided setup, reconnect to the Internet, linking your Roku account, and reloading streaming channels. If applicable, you must also repeat the antenna TV setup (channel scan) and input configuration.

To factory reset your Roku device:

  1. Select the Home button on your remote to open the main screen.
    Home.
  2. Scroll down and select Settings.
    Roku TV menu with the settings option highlighted.
  3. Press the right arrow button, scroll and select System.
    Roku TV menu with the system option highlighted.
  4. Press the right arrow button, scroll and select Advanced system settings.
    Roku TV menu with the advanced system settings option highlighted.
  5. Press the right arrow button, scroll and select Factory reset.
    Roku TV menu with the factory reset option highlighted.
  6. Press the right arrow button, scroll and select Factory reset everything.
    Roku TV menu with the factory reset everything option highlighted, and a an instruction to enter a code for confirmation.
  7. In order to proceed with the full factory reset, enter the code listed on the screen and select OK. A different code is generated each time a factory reset is initiated.

Check if other devices on the same network are having the same connectivity issue. This applies to situations when:

  • You are unable to connect to a Wi-Fi network:
    • Try connecting to the same Wi-Fi network with other devices.
  • You have no internet access or you have slow or intermittent connectivity:
    • Try loading webpages, watching online videos, listening to online music or playing an online game with other devices connected to the same network, preferably through an Ethernet connection.
  1. Press the Home button on your remote.
    Home button on remote control.
  2. This will bring up the Home screen.
    Roku TV home screen.
  3. Go upwards or downwards with the remote to highlight Settings.
    Settings option highlighted on Roku TV screen.
  4. Then go to the right to highlight Network and press OK.
    Network option highlighted in Settings menu.
  5. If you were connected to the Wi-Fi before, it will show a list of available networks. Otherwise it will highlight Wireless for you. Go to the right and highlight Set up a new wireless connection then press OK.
    Wireless option highlighted in Network menu.
  6. When the list of available Wi-Fi network populates, select your network and press OK.
    Wi-Fi network selection screen.
  7. If required, enter the Wi-Fi password with your remote using the on screen keyboard, then highlight Connect and press OK. The password is case sensitive.
    Wi-Fi password entry screen with entry field and Connect option highlighted.
  8. You'll be shown a confirmation whether the Wi-Fi connection was successful and the internet connection was established.
    Wireless connection confirmation screen.
  9. Then you'll see the status of your connection.
    Wireless connection status screen.
  10. Your Wi-Fi connection should now be set up and ready to use.

To restart your device via power cycle:

  1. If your device has buttons or a remote control, press the power button to turn it off.
    Power symbol.

  2. Unplug it from the power outlet and wait for 10 seconds.
    Power cable unplugged from power outlet.

  3. Plug it back into the power outlet, then turn it back on from the power button if it has on.
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