Forum Discussion

Janice22's avatar
Janice22
Reel Rookie
3 years ago
Solved

Frozen "unable to connect" screen

Got new internet service provider. Turned on Roku, tried to find my new network to connect, the Unable to Connect modal is now frozen on my TV. I cannot make a selection (network settings, restart, factory restart) clicking home button doesn't work. All I can do is turn the remote on and off. Unplugged Roku stick from TV, plugged back in, still frozen Unable to connect modal on screen

tv & player wifi
  • RokuKariza-D's avatar
    RokuKariza-D
    3 years ago

    Hi Janice22

    Thanks for reaching out here in the Community.

    Could you try performing a factory reset using the hardware reset button? To do this, please follow the steps below:

    1. On the back or bottom of each Roku device is a reset button. On some devices, there is a tactile button, while other devices have a pinhole button. 
    2. If your device has a pinhole button, you will need a paper clip to perform the factory reset.
    3. Once the reset button is located and your Roku device is powered on, press and hold the reset button firmly for about 10 seconds. The indicator light or status LED will blink rapidly on most Roku devices when the factory reset is complete.

    For more information, check out this Support article: How to system restart or factory reset your Roku® streaming device

    Let us know how it goes!


    All the best,
    Kariza

14 Replies

Replies have been turned off for this discussion
  • renojim's avatar
    renojim
    Community Streaming Expert
    3 years ago

    Did you press the reset button on the stick or disconnect its power for a few seconds and then plug it back in?

    • Janice22's avatar
      Janice22
      Reel Rookie
      3 years ago

      I *did* disconnect it from the TV. Thank you for checking.

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        3 years ago

        Hi Janice22

        Thanks for reaching out here in the Community.

        Could you try performing a factory reset using the hardware reset button? To do this, please follow the steps below:

        1. On the back or bottom of each Roku device is a reset button. On some devices, there is a tactile button, while other devices have a pinhole button. 
        2. If your device has a pinhole button, you will need a paper clip to perform the factory reset.
        3. Once the reset button is located and your Roku device is powered on, press and hold the reset button firmly for about 10 seconds. The indicator light or status LED will blink rapidly on most Roku devices when the factory reset is complete.

        For more information, check out this Support article: How to system restart or factory reset your Roku® streaming device

        Let us know how it goes!


        All the best,
        Kariza

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      2 years ago

      Hi Jefflouis Kdwm5156,

      Welcome to the Roku Community!

      We are happy to assist you in connecting your Roku to the internet. If a connection to the internet was not established during Guided Setup or your network changed and you need to update the connection, access the Settings menu on your Roku device using the instructions below:

      1. Press Home on your remote.
      2. Scroll and select Settings.
      3. Select Network.
      4. Select Set up a connection.
      5. Choose Wired or Wireless.
      6. If you select wired, your Roku device will automatically connect to your network and the internet. If you select Wireless, continue to the next step.
      7. Select your network from the list of available networks. If you do not see your network, select Scan again to see all networks.
      8. Enter your network password. To see the password as you type, choose Show password.
      9. Select Connect.

      If the issue still persists, please keep us posted.

      Best regards,

      Eunice

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        8 months ago

        Hi Community Users,

        We are locking this thread because the information may need to be updated.

        If you are still experiencing issues related to the original topic, here are a few steps you can take:

        1. Search the Community: Explore the Roku Community forums. You might find another thread addressing the same problem with more current information.

        2. Start a New Thread: If you cannot find an existing thread that matches your issue, please create a new one! We are here to help.

        Thank you,
        The Roku Community Team