Forum Discussion

Qwert1's avatar
Qwert1
Reel Rookie
2 years ago
Solved

I would like to know what this error code (criticalSyncAllFailed: -3) means

I have a westinghouse roku tv and it has this error:
Link Error
Problem connecting to the network (criticalSyncAllFailed: -3)
Please retry. Press the OK button to reconnect
I would like to know what this error code (criticalSyncAllFailed: -3) means

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

    Hi Community users,

    Greetings, and we appreciate your cooperation and patience on this here in the Roku Community!

    To resolve the issue you've been experiencing, we recommend performing a factory reset on your Roku device. Please be aware that once your device has been factory reset, you must set up the streaming device again.

    You can follow these steps to perform a factory reset from the Settings menu:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Advanced System settings
    5. Select Factory reset
    6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
    7. Follow the on-screen instructions.

    For more information about Factory resetting a Roku device, visit our Support page here: System restart or Factory reset your streaming device.

    We will mark this post as solved, but if the instructions above don't solve the issue for you, let us know, and we'll continue helping!

    All the best,
    Chel

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Community users.

    We appreciate you for bringing this to our attention.

    Our team is currently aware of the issue, and a fix will soon be released on your respective Roku devices. In the meantime, the troubleshooting step that resolves this issue is to perform a Factory Reset on your Roku devices.

    Performing a factory reset will remove all stored personal data relating to your settings, network connections, Roku data, and menu preferences. Once completed, you must repeat the guided setup, reconnecting to the Internet, re-linking your Roku account, and reloading streaming channels. To perform this step, kindly follow the steps below:

    Located on the back or bottom of your device, the physical Reset button is either tactile or a pinhole design that requires a straightened paper clip. It will appear similar to one of the following:

     

    Once this is performed, you need to reactivate the Roku device and follow the steps to fully activate it.

    In addition to the post troubleshooting steps above, we recommend you try the following steps with your remote control: Press the Home button five times, then the Fast Forward button three times, followed by pressing the Rewind button twice.

    We'll mark this post as a solution for everyone's visibility.

    We hope this works, and your patience is greatly appreciated.

    Best wishes,
    Kash

47 Replies

  • Qwert1's avatar
    Qwert1
    Reel Rookie
    2 years ago

    Connection Dropped
    There was a problam connecting to the network(criticalSyncAliFalled: -4)
    Please try agaln, Press the Ok button to reconnect

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Qwert1,

      Thanks for keeping us posted here in the Roku Community!

      We want to resolve this as soon as possible, but we need more details. Can you please provide us with the information from my post above?

      Once we have this information, we'll be able to assist you further.

      All the best,
      Chel

  • Claupatdrv's avatar
    Claupatdrv
    Reel Rookie
    2 years ago

    How do I fix this I haven't been able to fine an answer by reading some posts I am getting frustrated 🥴 tried to reset it but how come? Is not even getting out of this error code, it does connect to my wifi however when tries to update it just keeps giving this error.

     

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi Qwert1,

    A warm welcome to the Roku Community!

    We would be happy to investigate this issue further, but we need more details. Can you please provide us with the following information:

    • Roku TV model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • Tracker ID (to obtain this, press the Home button 5 times, followed by the Back button 5 times when the issue occurs).
    • Photo of the error message for reference.

    Once we have this information, we'll be able to pass it along to the appropriate Roku team for further investigation.

    All the best,
    Chel

      • bristarr94's avatar
        bristarr94
        Newbie
        2 years ago

        Mine too!

        I would like to know what this error code (criticalSyncAllFailed: -4)means

         

    • Allure's avatar
      Allure
      Channel Surfer
      2 years ago

      My error was -4 not -3

      model 3810X roku streaming stick+
      serial# yh00dh231755(21306d231755)

      software version 13.0.0 build 24056-50

      issue id 55-212-623

      wtf is going on?? I can’t watch my tv!! 🤬🤬🤬🤬🤬

    • Allure's avatar
      Allure
      Channel Surfer
      2 years ago

      I’ve been waiting HOURS and no response from Roku! 🤬

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Thanks for keeping us posted, Allure!

        We would be delighted to help you further with the Roku TV issue you were experiencing. Please check to see if connecting your Roku TV to a mobile hotspot resolves the issue.

        Please be advised that your information has been forwarded to the relevant Roku team for additional investigation in case the issue persists.

        Your patience and understanding are much appreciated.

        Kind regards,
        John

  • NMbaba's avatar
    NMbaba
    Newbie
    2 years ago

    After connecting my Roku Ultra and setting up my account, the Roku started downloading channels. After a few minutes, it locked up. After about 20 minutes, I unplugged the unit, waited a couple of minutes, and plugged it back in. When it came back up, it asked me to connect to WiFi. I was already connected with a wired ethernet connection, so I selected "wired" and tried to do it again. It said "connected" with a checkmark in a box, then it immediately started downloading software. Within a second, this appeared:

    Connection Dropped - There was a problem connecting to the network. (criticalSyncAllFailed:-4) Press OK to reconnect.

    When I press OK, the same thing happens, over and over. No other buttons are functional. Everything else on the network works, and I replaced the cable just in case. Should I box it up and send it back, or can something be done to fix it?

     

  • ThomasMarco's avatar
    ThomasMarco
    Reel Rookie
    2 years ago

    This happened to me too 3 days ago, stopped at 35 files out of 86.  Hung there for 2 hours.  But now the screen is locked up with this message:

    (criticalSyncAllFailed: -4).  This happens after it tries to find an internet connection.  Never finds it and loops back to that message.

    I have no access to any "sessions" choices.

    Got to fix this or I'll have to send it back.

    Tom Grady

  • Bradycentral's avatar
    Bradycentral
    Reel Rookie
    2 years ago

    I have the same error with the exception -3 is -4 if that means something different. I am unable to do a factory reset. I hit the home button and it beeps no menu appears.

    • Kick's avatar
      Kick
      Reel Rookie
      2 years ago

      So I got it to work last night. 
      1. don’t talk with customer service on Roku, the absolute worse customer service I’ve ever experienced. They’ll tell you exactly what you can find just by googling it.

      2. My problem lasted 3 days. I had the same issue about getting to the Home Screen.

      3. I have spectrum, I went on my account on spectrum and went to see if my Roku was connected (it was) according to Spectrum if you see your Roku connected on the spectrum app and it isn’t working, that means it is connected to the router but not the internet. So I paused the connection on the spectrum website ( go to services, hit pause) 

      4. 3. On the back of the Roku is a button, hold that button down for about 5 seconds and then try again. 

      5. Then unpause the connection on spectrum and retry to connect on Roku. 

      I hope that helps!

  • randyscab's avatar
    randyscab
    Newbie
    12 months ago

    my new roku 4k stick won't stay connected it keeps dropping connection when it tries to download what I think is an update

    it keeps saying its connected and then it tries to download and drops connection every time 

    I have tried every suggestion to solve the problem but when it drops connection I get the error message

    (criticalAllSyncFailed: -4) 

    I was wanting to upgrade and I still have my other roku device model 3921x still works on the same tv just fine and my other devices work just fine also so I am certain it is not an internet problem