Forum Discussion

KillingJoke's avatar
KillingJoke
Channel Surfer
2 years ago

Connection Issues - connects to Netflix but not other services

Hopefully those of you out there can help find a solution to this. I have two Roku stick, one of which functions without issue (Streaming Stick 4k), but unfortunately I'm having problems with the Roku Express.

My Roku Express connects to Netflix without issue, however, it will connect to any other streaming service reliably. I ended up performing a reset of the router and the Roku Express stick, after which it connected to Prime once but since its last use it is now failing to connect. Prime reports error code 0.28 and other services simply fail to initialise/connect.

I've attempted a factory reset of the Roku Express but this hasn't made any noticeable difference. I have various other devices connected to the router including the other Roku stick, PC, mobile phone etc.

Any help would be appreciated. As it stands I'm wondering if it's a fault with the stick and I'm considering returning it for an alternative product.

tv & player wifi

15 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi KillingJoke,

    Just wanted to thank you for joining us here in the Roku Community!

    We appreciate your report about this playback issue you're experiencing, and we'd like to know more about it. Could you tell us if you've been able to use this before without seeing these issues happening? How far is this device from your router? We would also suggest connecting your device to an alternative network, like a mobile hotspot, to see if that makes a difference.

    Tell us more about this so that we can further look into the next step.

    Thanks,
    Rey

    • KillingJoke's avatar
      KillingJoke
      Channel Surfer
      2 years ago

      Hi RokuERey ,

      Thank you for getting back to me so quickly.

      The Roku box is in the room adjacent to the router. I tested the alternate wifi connection point available and this made no difference and I also tested using the suggested mobile phone hotspot but again, no difference.

      If it's of any relevance, when the Roku box starts up it doesn't have the same advertisements/banners I see on the other box within the house prior to obtaining a connection to the network. I've also noticed that the only time the banners populate are on the three occasions I've successfully connected to services other than Netflix.

       

      Many thanks,

      Rob

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        KillingJoke,

        Thanks for the update!

        Let's see if this helps. Follow the steps below.

        1. Press Home on your Roku remote.
        2. Scroll and select Settings.
        3. Select Advanced System Settings.
        4. Select Network Connection Reset.
        5. Select Reset Connection.

        If the problem persists, please share with us the details below so that we can further investigate it.

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

        Please keep us posted!

        Thanks,

        Rey

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi KillingJoke,

    Thank you for the quick response.

    We'll be glad to further assist you with your streaming problem on your Roku device. Please provide us with more details so we can determine the problem that you are experiencing.

    How are you powering your Roku device and what software version is your Roku device currently running? (Check on Settings > System > About.)

    Kindly try updating your software to the latest version and see if it does anything. We also advise that you power it directly from the wall power outlet.

    Let us know how it goes for we are eager to hear from you and investigate this matter further.

    Kind regards,
    Eunice 

    • KillingJoke's avatar
      KillingJoke
      Channel Surfer
      2 years ago

      RokuEuniceL - I ensure to keep my devices up to date, however, as per your instruction I checked for updates and I am  running the latest version. I have also swapped over my device so that it is powered via a wall socket (first time I've heard of this advice for your devices) and it has made no difference.

      At this stage I am inclined to contact the retailer to try and obtain a return/refund as there has been no signs of progress in relation to resolving this longstanding issue.

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi KillingJoke,

        Thanks for keeping us posted!

        We apologize for the inconvenience this may have caused. We don't have any feedback to share at the moment from the appropriate Roku team.

        For troubleshooting purposes, we recommend removing the Netflix channel from the home screen by navigating to the channel tile, pressing the * key on your remote, and choosing "Remove channel." Then restart your Roku device from Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step). Once your player starts up again, add the Netflix channel once more, especially in that order.

        Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. Then, if you add a subscription channel billed to your Roku account, you must re-subscribe.

        For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

        Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

        All the best,
        Chel