Forum Discussion

aarondahl's avatar
aarondahl
Reel Rookie
2 months ago

Re: [Under Investigation] YouTube & YouTube TV – “No Connection” Error

When I attempt to access YouTube on my main television (via Roku 4k straming stick), I get an error that there is a problem with my internet connection. Other streaming applications (Sling, Paramount, Netflix) work fine. I am able to launch YouTube on laptops, tablets, phone, just not on the Roku stick.

I have attempted every possible update, cache clearing, reboot, uninstall/reinstall possible.

I am using a new internet service (AT&T 5G Business). Under my previous internet service (Spectrum), I was able to access YouTube without problem, however, I need to cancel that service. I have also taken the AT&T gateway to my parent's and was successfully able to launch YouTube on their Roku TV (Roku branded 24" television). I have ruled out the AT&T internet service (since this worked at my parents' house).

I've narrowed the issue down to a YouTube or Roku 4k streaming stick issue.

 

3 Replies

  • RokuHaz-M's avatar
    RokuHaz-M
    Community Moderator
    2 months ago

    Hi there! aarondahl​

    Thanks for taking the time to troubleshoot and diagnose your Roku. Could you provide a little more information to help us in the investigation?

    • Roku device model, serial number, device ID, and OS version. (Settings > System > About)
    • Tracker ID (press the Home button 5X, followed by the Back button 5X)

    Meanwhile, have you tried connecting to your personal hotspot? Did you run into the same error?

    Let's team up on this!

    Roku Community Team

    • aarondahl's avatar
      aarondahl
      Reel Rookie
      2 months ago

      Model.                    3820RW2 - Streaming Stick 4K
      Serial number.       X02500E0ETEX
      Software version. 14.6.4 build 9915-E6
      GC version.            13.22.12
      Device ID                S0JC3480ETEX
      Issue ID.                 EX-301-005

      I have tried using my AT&T hotspot on my phone and YouTube app DOES work there..

      • RokuSuzetteL's avatar
        RokuSuzetteL
        Community Moderator
        2 months ago

        Thanks for providing the info needed, aarondahl ​ 

        We will forward this information to our team for them to review. If anything else comes up, feel free to reach out!

        Roku Community Team