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greggbegell's avatar
greggbegell
Reel Rookie
3 years ago
Solved

Intermittently losing internet connection

I have 3 ROKU units. One of them intermittently loses internet connect. The other 2 units still have internet connection, so it's not the router. I've been able to reconnect after going through the setup procedure but it usually takes 5 or 6 tries. It's losing connection more often lately. Is the unit burning out???

TV & Player WiFi
  • AvsGunnar's avatar
    AvsGunnar
    3 years ago

    greggbegell 

    The Settings/System/About info was regarding your model number in this instance. (3930x).  It also tells you if you are seeing an IP address and MAC addresses (which helps determine network function).

    Since you have the 3930, and you are also using a cable ISP (AT&T), you will likely need to change the "Wireless Mode" (Wi-fi Mode) under your 2.4ghz Wireless Settings to b/g/n in your router.

    The instructions for making this change are here for that particular router. (look at the "Access and verify gateway settings" section on the page).  https://www.att.com/support/article/u-verse-high-speed-internet/KM1046181/

    ----

    Some firmware updates to these cable ISP routers, coupled with the older hardware in the 2.4ghz-only devices like the Express 3930 are causing both connection/reconnection issues if the Wireless Mode is set to anything other than b/g/n (need all three of these speed protocols enabled in router settings).

    You should be good to go after that.

    Feel free to post back with an update or if you need more help.

  • AvsGunnar's avatar
    AvsGunnar
    Community Streaming Expert
    3 years ago

    greggbegell 

    What are your Roku model numbers (Settings/System/About)?  Both the working ones and the non-working/suspect one.

    Also, what is router model number and who is ISP (internet service provider)?

    -----

    If you move the suspect device to a different location (ie. location of a working Roku device), does the issue resolve itself, gets a little better, makes no difference at all, worse?

    • greggbegell's avatar
      greggbegell
      Reel Rookie
      3 years ago

      AVSGUNNER

      That's for the response. I have a ROKU Express model 3930RW. My router is an ATT model # 5268AC FXN.

      What data do you need from Settings/System/About.

      BTW - after trying to connect to the internet yesterday over a 4 hr period (1/2 dozen tries every 30 - 45 minutes) it connected on the last try. I was getting ready to remove it and relocate it to one of the other units. It still works today, it's just a question of how long. I'm guessing the data from the (Settings/System/About) only helps when the unit won't connect???

       

      • AvsGunnar's avatar
        AvsGunnar
        Community Streaming Expert
        3 years ago

        greggbegell 

        The Settings/System/About info was regarding your model number in this instance. (3930x).  It also tells you if you are seeing an IP address and MAC addresses (which helps determine network function).

        Since you have the 3930, and you are also using a cable ISP (AT&T), you will likely need to change the "Wireless Mode" (Wi-fi Mode) under your 2.4ghz Wireless Settings to b/g/n in your router.

        The instructions for making this change are here for that particular router. (look at the "Access and verify gateway settings" section on the page).  https://www.att.com/support/article/u-verse-high-speed-internet/KM1046181/

        ----

        Some firmware updates to these cable ISP routers, coupled with the older hardware in the 2.4ghz-only devices like the Express 3930 are causing both connection/reconnection issues if the Wireless Mode is set to anything other than b/g/n (need all three of these speed protocols enabled in router settings).

        You should be good to go after that.

        Feel free to post back with an update or if you need more help.