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Anonymous's avatar
Anonymous
3 years ago
Solved

Device keeps shutting down and disconnecting from Wi-Fi

This is very similar to my problem. I've had to reboot the Ruko app/device about 3 dozen times since last evening at 8:15 pm mst. This morning, the whole process is happening again.

We get booted out of our program, we go to network settings, the wifi is working fine, but Roku can't connect. So after waiting for Roku to find my wireless connection, and can't, it asks if I'd like to reboot the Roku device. That fixes the problem! But it only last for 1/2 hour to 3/4 of an hour and it boots us out of the program, again. "Rinse and repeat!" The same process over, and over, and over again.

How can this be fixed? 

tv & player wifi
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi stefdav

    Thanks for posting and providing the information.

    Have you tried factory resetting your Roku streaming device to see if the issue persists? Please be aware that factory resetting the Roku device will require you to re-activate the device and may ask you to re-authenticate some channels.

    For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming device

    Please keep us posted on what you find out so we can assist you further.

    All the best,
    Kash

26 Replies

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  • Ilmare's avatar
    Ilmare
    Reel Rookie
    3 years ago

    I think I’ve been having a similar issue. As of day before yesterday, the mobile app started shutting down as soon as it launched. 

    I updated the app and power cycled. It started but just spins and never completely launches. I updated iOS and uninstalled and reinstalled and same symptom. 

    I uninstalled and reinstalled again after getting all updates left done: same symptom. I uninstalled and reinstalled again with no change. So, I reached out to support.

    I was asked to do the same thing again… this time removing the app, forget the network and then power cycle - order of operation. 

    Prior to this I did hav e a similar symptom of the app disconnecting from my Wi-Fi.

    Wifi works. At this point it is not the Roku, the app should launch on its own. 

    Can the devs look at this? 

    • BamsiByrek's avatar
      BamsiByrek
      Newbie
      3 years ago

      Yeah, Facing Same issues. But when i do uninstall and install again its working after some time its again disconnect. don't know why

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    3 years ago

    Hi Anonymous Ilmare 

    Thank you for reaching us here at the Roku Community!

    We recognize that you are having network issues with your Roku streaming device/app and we're here to find you the best resolution.

    Kind provide us the following details below so that we will be able to pass this along to the appropriate Roku team for further investigation:

    • Roku device model, serial number, device ID, and software version/OS (Settings > System > About).
    • brand, model, and OS of your mobile device
    • Roku mobile app version
    • steps to reproduce the issue
    • when did you start seeing this issue occur

    We're looking forward to hear from you and we'd more than happy to continue assisting you. 

    Thanks,

    Carly

    • Amethyst67's avatar
      Amethyst67
      Newbie
      3 years ago

      Model: 3941X-Roku Express 4K+

      Serial number: X01600422M9X

      Device ID: S07P21A22M9X

      Software Version: 12.0.0• build 4184-CR

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        3 years ago

        Hi community users, 

        Thanks for keeping us posted!

        We would be more than happy to look further into this issue, but we will need more details.

        • 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)
        • Steps to reproduce the issue you are seeing

        Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.

        Best regards,

        John

    • Ilmare's avatar
      Ilmare
      Reel Rookie
      3 years ago

      Hello Carly,

      Phone

      • Apple
      • iPhone 6s Plus
      • iOS 15.76

      App

      • Roku App (Official)
      • V9.4.0 
      • released 1week ago

      Roku Device

      • 4660X2
      • CX4892763649
      • TC2-R1016
      • cannot obtain - No Remote

      Steps to reproduce?

      Launch the app. it never completes its launch.

      When did it start?

      About one week ago, June 1, 2023 roughly. 

      ——

      There is nothing wrong with my Roku box. It is working I cannot navigate the menu because I do not have the original remote. I have been using the Roku mobile app for a long time without issue as my replacement.

      one day I launch the app and it never fully Launched. Prior to that I would periodically have the same problem if the app not connecting to Wi-Fi like the OP. 

       

  • BeachBum23's avatar
    BeachBum23
    Newbie
    3 years ago

    So... If everyone is having trouble with the Roku disconnecting, is there a solution somewhere? This is terrible.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      3 years ago

      Hi BeachBum23,

      Welcome to the Roku Community!

      Could you tell us more about the issue you're running into? We'd like to know more about how we can help! Kindly provide the following details so we'll have a better understanding of the issue:

      • How long has the issue existed?
      • How are you powering your device? Is it through a power outlet, or directly plugged into your TV USB port?
      • In addition, can you please specify the exact steps you are taking to reproduce this issue so we can assist you further?

      With detailed information, we will be better able to assist you.

      All the best,
      Kash