How to Fix Software Update Issues on a TCL Smart TV

Authored by: Support.com Tech Pro Team

1. Introduction

During the initial setup process, your TCL Smart TV 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 TV is unable to connect to the Software Update Server. This guide will provide some troubleshooting steps that may resolve this issue.

2. Resolve Software Update Issues

To resolve software update issues:

1. Wait for a few minutes and select Try updating again.
   

1. Go to support.tclusa.com or support.roku.com and check to see if there are any alerts indicating that the service is currently experiencing problems.
   

1. 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.

3. Restart

1. Press the Home button on your Roku TV remote.
2. Scroll up or down and select Settings.
   

1. Press the right arrow button and select System.
   

1. Press the right arrow button and select Power.
2. Press the right arrow button and select System Restart.
   

1. Press the right arrow button and select Restart.
2. Press the OK button to confirm.

4. Update via Web

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.
   

1. Select Settings
   

1. Select System
   

1. Select System Update. The System Update screen displays the current software and build version, along with the date and time of the last update.
   

1. Select Check Now to manually check for updates.
   

1. If an update is found, it will be downloaded and installed automatically and your Roku device will reboot itself.
   

5. Power Cycle Home Network

1. Remove the power cable from both your modem and router.
   

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

6. Connection Type

Devices can be connected to a network in two ways:

Wired

Wired, using an Ethernet cable.

Wireless

Wirelessly, using Wi-Fi.

7. Check Ethernet

8. Connect via Ethernet

1. Press the Home button on your Roku TV Remote.
   

1. This will bring up the Home screen.
   

1. Go upwards or downwards with the remote to highlight Settings.
   

1. Then go to the right to highlight Network and press OK.
   

1. Select Wired then go right and highlight Connect to a wired network then press OK.
   

1. Your wired connection will be set up automatically and ready to use.

9. Factory Reset

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.
   

1. Scroll down and select Settings.
   

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2. Press the right arrow button, scroll and select System.
   

1. Press the right arrow button, scroll and select Advanced system settings.
   

1. Press the right arrow button, scroll and select Factory reset.
   

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2. Press the right arrow button, scroll and select Factory reset everything.
   

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2. 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.

10. Check Other Devices

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.

11. What's next?

12. What's next?

13. Connect Wi-Fi

1. Press the Home button on your remote.
   

1. This will bring up the Home screen.
   

1. Go upwards or downwards with the remote to highlight Settings.
   

1. Then go to the right to highlight Network and press OK.
   

1. 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.
   

1. When the list of available Wi-Fi network populates, select your network and press OK.
   

1. 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.
   

1. You'll be shown a confirmation whether the Wi-Fi connection was successful and the internet connection was established.
   

1. Then you'll see the status of your connection.
   

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2. Your Wi-Fi connection should now be set up and ready to use.

14. Restart Device

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.
   

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

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