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 Rok...
tv & player wifi
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

  • KillingJoke's avatar
    KillingJoke
    Channel Surfer
    2 years ago

    Hi Rey,

    Apologies for the delayed response, I've gathered the requested information.

    Device Model: 3930EU - Roke Express

    Serial Number: X00400F681N2

    Device ID: S01V318681N2

    Tracker ID: N2-419-358

    I have managed to perform firmware updates to both the Roku Express box and my router, however, this issue still persists. The only way I have found as a work around is to perform a Network Connection Reset whenever I wish to use one of the affected services.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      KillingJoke,

      Thanks for getting back to us and for sharing with us this information.

      We'll forward this over to the appropriate Roku team for further investigation. Once we have information available, we'll make sure to keep this thread posted.

      Regards,
      Rey

      • KillingJoke's avatar
        KillingJoke
        Channel Surfer
        2 years ago

        Hi RokuERey ,

        This issue still persists, it's been months without any reply. Please can I have an update regarding this persistent issue?