Verizon stream tv box stuck in recovery mode
Captn1
Newbie

I've had the Verizon Stream TV box for about 6 months. Today when I came home it is showing the "Android Recovery" screen. The remote still works to turn the TV volume up and down, but the stream box itself won't accept inputs from the remote so I can't scroll through the menu to choose an option. I've rebooted my router and the stream box several times to no effect

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jbaker8935
Newbie

My stream tv box has hdmi and rj45 only.  no reset button. no usb.   Fios support's troubleshooting process assumes the box boots - was no help with box in this state.   getting sent a new one under warranty.

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clem21
MVP MVP
MVP

@jbaker8935 wrote:

My stream tv box has hdmi and rj45 only.  no reset button. no usb.   Fios support's troubleshooting process assumes the box boots - was no help with box in this state.   getting sent a new one under warranty.


I believe the fix I posted only applies to the Askey unit which is the second gen unit, you must have the other, sorry. The issue seems to be with the latest firmware update and certain TVs. You want them to send you a second generation unit, you have a first gen.

clem21
MVP MVP
MVP

Ok, try this:

For a StreamTV stuck on the 'Recovery Mode' screen (all black, with the android logo in the middle, and yellow / red / blue text on the top left corner of the screen); easiest
method to recover is to connect a USB keyboard (to the USB A port on the back of the StreamTV), and use the arrow keys to scroll down to the Factory Reset Data option,
and hit Enter.  The box will reset, go through setup again and download the latest build; but should be functional normally again.
TKndahouse
Enthusiast - Level 2

image

 I get this screen when I turn it on. Note it says ‘boot system now’ but I get no response from my remote when trying to navigate.
Have tried unplugging both ac and hdmi but get the same screen. Is this stream tv redeemable? Any advice is appreciated.

clem21
MVP MVP
MVP

@TKndahouse wrote:

image

 I get this screen when I turn it on. Note it says ‘boot system now’ but I get no response from my remote when trying to navigate.
Have tried unplugging both ac and hdmi but get the same screen. Is this stream tv redeemable? Any advice is appreciated.


Do you have an Askey or WMC device? Need to know which hardware you have.

TKndahouse
Enthusiast - Level 2

How would I know which hardware it is.

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clem21
MVP MVP
MVP

@TKndahouse wrote:

How would I know which hardware it is.


Look at the back or bottom of the box and see who the MFR was.

TKndahouse
Enthusiast - Level 2

It says Dolby manufactured it. Dolby Laboratories 

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clem21
MVP MVP
MVP

@TKndahouse wrote:

It says Dolby manufactured it. Dolby Laboratories 


Nope, only the two manufacturers. Parts were licensed from Dolby, they didn't make it. At any rate, you have the Gen 1 box if you do not have a USB port, get a Gen 2 from Fios.

TKndahouse
Enthusiast - Level 2

This is a panosonic tv.

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dexman
Community Leader
Community Leader

It looks like the latest firmware update has impacted the Stream TV unit. My suggestion was to contact Verizon Customer Support as the devices may need to be replaced if the Support rep cannot get them restored.

Tsaffouri
Enthusiast - Level 1

I’m seeing a few post on here with the same problem, but no one has provided a solution. I have a Samsung smart tv also bought last year 

my verizon tv stream unit is stuck in the android recovery mode and won’t let me click anything. The remote works since I can still power on/off and change the volume.

I tried unplugging it and plugging it back in multiple times and nothing. 

I also tried to “chat with support” and they keep saying “we are looking up your account” and I’ve been sitting here for 15 minutes and now they won’t respond. 

Please help since I’m clearly not the only one with this problem 

clem21
MVP MVP
MVP

@Tsaffouri wrote:

I’m seeing a few post on here with the same problem, but no one has provided a solution. I have a Samsung smart tv also bought last year 

my verizon tv stream unit is stuck in the android recovery mode and won’t let me click anything. The remote works since I can still power on/off and change the volume.

I tried unplugging it and plugging it back in multiple times and nothing. 

I also tried to “chat with support” and they keep saying “we are looking up your account” and I’ve been sitting here for 15 minutes and now they won’t respond. 

Please help since I’m clearly not the only one with this problem 


We need to know if you have an Askey or WNC device.

dexman
Community Leader
Community Leader

I would call  Verizon Customer Support and speak directly to a representative.

My gut feeling is that the update that appears to have negatively impacted the devices will be pulled.

Verizon might have to ship replacement units, but, as a Verizon Customer, I can't say for sure what steps the company will take.

M4L0K41
Newbie

Yeah right have you tried calling Verizon these days took me 2 hours just to get a person on the phone to set up internet in my new apartment and the amount of phone numbers I had to call only to get hung up on by the computer on almost every single number I called I called so many I don't remember which one I actually got a representative on the phone

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clem21
MVP MVP
MVP

@M4L0K41 wrote:

Yeah right have you tried calling Verizon these days took me 2 hours just to get a person on the phone to set up internet in my new apartment and the amount of phone numbers I had to call only to get hung up on by the computer on almost every single number I called I called so many I don't remember which one I actually got a representative on the phone


Sorry, but I can't wave my hands and make one magically appear for you. Try the Chat, or Verizon Direct on DSL Reports.com: https://www.dslreports.com/forum/vzdirect

AlexDG
Newbie

Well, this just happened to me too. Maybe an update bricked it? I can’t seam to get it to boot out of recovery mode no matter what I try…

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dexman
Community Leader
Community Leader

I would reach out to Verizon Customer Service. The unit may need to be replaced. 🤔

clem21
MVP MVP
MVP

@Captn1 wrote:

I've had the Verizon Stream TV box for about 6 months. Today when I came home it is showing the "Android Recovery" screen. The remote still works to turn the TV volume up and down, but the stream box itself won't accept inputs from the remote so I can't scroll through the menu to choose an option. I've rebooted my router and the stream box several times to no effect


When you re-booted, did you remove the power for at least 3 minutes to the stream box, or just reboot? If you didn't remove power, give it a shot.

dexman
Community Leader
Community Leader

I'm not familiar with the Stream TV unit, but, based upon the description of the trouble, it sounds like it needs to be replaced.