Amazon Fire TV Stick 4K (1st Gen) with Alexa Voice Remote (3rd Gen)

My firestick failed after a system update. Here is the support chat. Hi! It's Amazon's messaging assistant again. What do you need help with? 11:23 AM Get help with general Fire TV issues 11:23 AM Messaging Assistant | Customer Service Sorry to hear you’re having trouble with it. What’s the problem? 11:23 AM Something else 11:23 AM Messaging Assistant | Customer Service Sure, here are options to help with that 11:23 AM OK, get help through chat 11:24 AM Messaging Assistant | Customer Service If you have details you think would help the associate, type them here. 11:24 AM M Mohammed Zubair has joined and will be ready to chat in just a minute. Mohammed Zubair | Customer Service Hello Carl, This is Mohammed Zubair from Amazon Support. How may I Assist you today ? M11:24 AM My firestick is stuck in update software mode. I have unplugged it, moved it to another TV. nothing helps\ are you still there 11:26 AM Mohammed Zubair | Customer Service I'm sorry to hear that your Firestick is not working properly and is stuck on software update mode. Yes, I'm here Could you please help me with the Device Serial Number of the Firestick or The Order Number ? M11:27 AM the software update fails in the same spot each time. I am not sure how to get that since it is in a loop. I am not sure how to get the serial number. I have several devices. This one is in a loop so I can not see the serial number 11:28 AM Mohammed Zubair | Customer Service I completely understand your concern and I sincerely apologize for the hassle. Could you please unplug the Firestick and the WiFi router and wait for 1 minute. And then first plug in the Router and wait for 30 seconds and then plug in the Firestick And make sure the firestick power cable is plugged in Just to confirm is the WiFi router is near to the Firestick ? M11:31 AM Unplugging my router will take my entire home offline. I do not want to do that. I do not have a problem with my network. I have 3 other fire devises a apple tv and a roku all working fine. the problem is with that firestick' Yes it is close to the router. I have looked on your forum, it seems many people are having this problem. 11:32 AM Mohammed Zubair | Customer Service I completely understand but we request you to do as this is a part of troubleshooting for the Firestick. I hope you understand. Thank you for the confirmation . M11:32 AM You do know that if I were to do what you suggest that it will end this chat? I am connected thru the same router. I will not do that unless you call me on my phone line 11:34 AM Mohammed Zubair | Customer Service I completely understand your concern but no, it will not end the chat. Please do not worry. M11:35 AM My computer connects to the internet thru the router \it will end the chat 11:35 AM Mohammed Zubair | Customer Service Ohh, Okay ! No worries. Could you please unplug the Firestick and wait for 1 minute and plug it back ? M11:36 AM I hav done that several times 11:37 AM Mohammed Zubair | Customer Service I completely understand but could you please do it once again now ? and could you please help me with the Order Id of this Firestick ? So that I can check it for you. M11:38 AM the problem is with your download. AS I stated others are having the same problem. HOw the heck do I know which order this is? I have 4 fire sticks This is one G071EL1113371E08 11:39 AM Mohammed Zubair | Customer Service Thank you for the confirmation. M11:39 AM this is another G070L82291770X27 this is another G071EL1113371E08 11:40 AM Mohammed Zubair | Customer Service Could you please confirm which one are you having the issues with ? Please visit this link to find serial number: https://www.amazon.com/mycd M11:40 AM G070L8127242228P I have several firesticks it is one of those 3 serial numbers 11:41 AM Mohammed Zubair | Customer Service I understand but do you have any idea about when was it purchased , like how many years back or in which month ? M11:42 AM so are you going to tell me this is an out of warranty issue ? 11:42 AM Mohammed Zubair | Customer Service No, I you help me with the date so that I can find the Serial Number for you and will be able to check the issue and the details. M11:43 AM those are the 3 serial numbers it could possibly be. one was registered 9/2023, one registered 2/2022 one 7/2019 11:46 AM Mohammed Zubair | Customer Service Just to confirm would you like to have a call from us ? Thank you for the information. M11:46 AM sorry I was looking it up on my account 11:46 AM Mohammed Zubair | Customer Service Would you like us to call you? as you said above ? no worries. As you were afraid that you may be disconnected so I can help you with a call. M11:47 AM I am not sure a call will help. either there is a way to interupt the loop or there is not is there a way to do a force stop of the firestick ? 11:48 AM Mohammed Zubair | Customer Service I will definitely check the details at my end and will assist you in the best possible way. Could you please allow me 2 minutes while I check this for you ? M11:49 AM of course 11:49 AM Mohammed Zubair | Customer Service Thank you for your patience. M11:52 AM of course 11:53 AM Mohammed Zubair | Customer Service I'm sorry but as I confirmed we need to do this troubleshooting ,Please unplug fire stick from TV and turn the TV off by unplugging it and turn the router as well and wait for 1 minute, turn them on back after 1 minute and check if that works We need to do this to fix the issue. I hope you understand. M11:54 AM AS I said that will end my internet connection. I am sorry but I am pretty technical, my internet connection has nothing to do with this. I have been on two separate networks that I run in my house. I will not do this The download fails for others per your forums. I do not think my internet connection effects others. 11:58 AM Mohammed Zubair | Customer Service Could you please try this troubleshooting : 1. Go to Settings on your Fire TV. 2. Select Applications . 3. In Manage Installed Applications, select the app you are having trouble with. 4. Select Clear Cache, and then Clear Data. M11:59 AM on the fire tv ? 11:59 AM Mohammed Zubair | Customer Service yes M11:59 AM ok, hang on I have to go to another room for thqt 11:59 AM Mohammed Zubair | Customer Service Sure. Let me know once done. M12:00 PM I am not having problems with an app, the firestick starts to download a system update not an app update. the update is Amazon maintenance 12:01 PM Mohammed Zubair | Customer Service I understand, Could you please help me with the Correct Devise Serial Number or The Order Number of which you are facing issues. So, that we can check and help you. M12:03 PM I gave you each serial number I have 12:04 PM Mohammed Zubair | Customer Service I understand but we need the exact serial number of which you are having issues, I hope you understand our limitations in this case. M12:05 PM How can I get that for you. I have only 2 fire sticks in my house. Two I have thrown away. I do not know which one I have left, I know the 4k which is the newest one. I assume the G070L8127242228P Device registered on : September 1, 2023 G070L8127242228P Device registered on : September 1, 2023 12:07 PM Mohammed Zubair | Customer Service I completely understand and just to confirm are you referring that G070L8127242228P this the Serial Number you are having issues with ? Could you please confirm? M12:08 PM I think that is the one. AS I said I can not look at it since it is in a loop. That is the latest one I have other than a 4k I just purchased 12:09 PM Mohammed Zubair | Customer Service Thank you for informing. I sincerely apologize for the hassle you are facing ,Looks like we need a different team to assist you, Please stay connected, while I connect you to them. M12:10 PM ok 12:11 PM A Akash has joined and will be ready to chat in just a minute. Akash | Customer Service Please give me a moment to review the previous correspondence. A12:13 PM of course 12:13 PM R Riya has joined and will be ready to chat in just a minute. Riya | Customer Service Hi Carl. I'll take it from here. Please give me a moment to review conversation. R12:17 PM hello it is simple, my firestick fails trying to install system update. 12:18 PM Riya | Customer Service Thank you for confirming the issue. I do apologize for the inconvenience caused. R12:18 PM it is in a continual loop attempting to install the system update 12:19 PM Riya | Customer Service Let me connect you to a member of the team that will best be able to help you with this. It will only take a moment. R12:22 PM R Ramesh has joined and will be ready to chat in just a minute. Ramesh | Customer Service Hello, my name is Ramesh. Please allow me a moment to go through the chat. R12:22 PM is this a joke ? 12:22 PM Ramesh | Customer Service I am sorry for the transfers and I understand your concern with the fire tv stick may i ask if the fire tv that you have issue with was purchased from a retail store and not from amazon? R12:27 PM I am having trouble with a firestick, purchased from Amazon 12:28 PM Ramesh | Customer Service I am sorry but for us to make sure we are looking at the correct device, we would need the exact serial number of the device, or the order ID for the item of the item. You may try to find the order ID with this link www.amazon.com/orders could you please check and help me with the order ID? R12:29 PM I gave you the serial number. I got it from my account on Amazon 12:29 PM Ramesh | Customer Service the one which was registered on : September 1, 2023 ? R12:30 PM No feb 2022 12:30 PM Ramesh | Customer Service Thank you for confirming. R12:31 PM G071EL1113371E08 Device registered on : February 18, 2022 Software security updates : Through 2027 12:32 PM Ramesh | Customer Service as I can see, the device was lastly Factory Reset on Sat, Feb 19, 2022, 12:26:10 AM UTC could you please try to factory reset the device and check if that helps? 1. Press and hold Back and right side of the navigation circle together for 10 seconds. 2. On the TV screen, choose to continue or cancel the factory reset. If you don't choose, the device resets automatically after several more seconds. Here are the steps to factory reset without having to go to the setings. R12:33 PM I have done that it does not reset. I will do it again. 12:33 PM Ramesh | Customer Service Thank you Carl. Please try to hold upto 20 seconds instead of 10 seconds. R12:34 PM the light on the remote flashes 3 times and nothing happens. it restarts the system update. 12:37 PM Ramesh | Customer Service let me know if that gets stuck again. R12:37 PM yes it hangs still 12:39 PM Ramesh | Customer Service Okay no worries, Let me check the options available for you in this regards R12:39 PM ok 12:39 PM Ramesh | Customer Service I am sorry the Warranty Expired on : Sun, May 22, 2022, 12:00:00 AM UTC and hence I will not be able to replace this device for you now. But as an exception for you I will be able to help you with discount on a new device purchase. Hope that helps? R12:41 PM no help at all. This will end the purchases of amazon products for me. 12:41 PM Ramesh | Customer Service I totally understand, however, once the device warranty expires, we will not be able to replace the device. R12:42 PM The device did not fail your software did. the device worked fine until the system update 12:43 PM Ramesh | Customer Service Have you tried to unplug and replug back to the main power socket? R12:44 PM of course. it is a software problem. look at your forum, others are having the same issue Before I disconnect, is there a way to disable ALL system updates on my other products ? 12:46 PM Ramesh | Customer Service yes, you may turn off the auto renewal for the device from the settings and that should take care of the auto renewal since you are a valuable customer to amazon I have made a one time exception for you R12:48 PM I intend on sending a copy of this support chat to Amazon and will be posting it on social media. this is horrible support . This is a Amazon problem and your solution is to try and sell me another product. 12:48 PM Ramesh | Customer Service and please purchase a new device and once it is delivered, contact us back and we will issue full refund on the new device purchase I will add notes on your account the agent that will join will be able to see the notes and he will help you with the full refund with no questions asked. I hope that helps now/ ? R12:49 PM I have no confidence that a refund would be issued. I will not buy a product to fix an amazon problem 12:49 PM Ramesh | Customer Service the refund would be absolute Carl, and this chat is also saved permanently at amazon so please do not worry, you will definitely have the refund Please contact us back once the new device is delivered as we will only be able to refund you after the device is delivered. Anything else I can do further do to help you today? R12:51 PM I am sorry for the support that you provide, not you personally but you as a service provider. I am done with Amazon products.