Forum Discussion

Matt272's avatar
Matt272
Reel Rookie
2 years ago
Solved

Lost Internet Connection/no network listed

Was watching a show when it stopped and showed “not connected”. Showed options for connection but not the one I originally used to start the ROKU set up (ARRIS-AO81-5G). So I manually entered it in under “private network” as instructed after trying “scan again” option for network. Entered the network and password. It showed trying to restart the router. Did that repeated the process and also tried with & without in caps. Still nothing, not sure what to try next, any suggestions?

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

    Matt272-

    There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of them can be set by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

    This sounds like your problem:

    • ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
      If you have one of these situations, see "Reconfiguring Router", below.
       
      A) 2.4 GHz WiFi band turned off.
      Some recent router updates have turned off dual band routers' use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ non-4K models (model numbers below 3940) and Premiere/Premiere+ (model numbers below 4620), are lower end units with single band WiFi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have a 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
       
      B) WiFi channels 12-14.
      In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 that are used in other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
       
      C) DFS channels in 5 GHZ WiFi Band.
      Rokus with dual-band WiFi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165.

      Channels between these two ranges are reserved as Dynamic Frequency Selection (DFS) channels and are shared with other uses such as military, radar, and weather.  Only some of the newest Rokus using the latest WiFi processors can receive these DFS channels.  [Edit:  currently these are Streaming Stick 4K/4k+ (3820/3821),   Express 4K/4k+ (3940/3941), and Ultra/Ultra LT (4800/4801 and likely 4802).]

      Many home use modems do not include the DFS channels but some do, so if yours is a dual-band Roku that cannot find your WiFi network, try setting your router to NOT use DFS channels. If your router supports DFS channels and you can't turn them off, make sure you aren't using an auto setting that could select DFS channels.

    Reconfiguring Router
    Thanks to forum user AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

    If your problem was not caused by any of the above, a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may allow the connection to be reestablished. Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you have no "Power" option, under "Settings > System", or if more convenient you can just pull the Roku's power for a few seconds and let it restart.

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

    Matt272 

    Since you suddenly lost connection, and also cannot "see" your network, sounds like your Asus router switched to a DFS wireless channel (52-140).  Roku cannot currently see/use DFS channels, so best option for you is to try disabling DFS usage in the Asus admin portal (asus settings). Then restart your router and Roku device and see if now able to both see your network, and connect to the Asus router SSID (network name).

    Use this link for instructions on disabling DFS. (also try the recommended step of lowering from 160mhz also presented in this info). https://www.asus.com/support/FAQ/1045936/

    Feel free to post back if you still need help or still having issues.

    • Matt272's avatar
      Matt272
      Reel Rookie
      2 years ago

      AvsGunnar 

      Not sure how that happens, I’m in the US, noticed there was a redirect to a US connection from your link.

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

        Matt272 

        Ahh.  Yes. I just looked and the reference link I have saved was for a non-US/global Asus website.  If it did not automatically redirect you to the correct instruction page, you should see a box in the upper right of page to "Switch to the US Website".

        The US instruction page is here. https://www.asus.com/us/support/FAQ/1045936/

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    2 years ago

    Matt272-

    There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of them can be set by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

    This sounds like your problem:

    • ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
      If you have one of these situations, see "Reconfiguring Router", below.
       
      A) 2.4 GHz WiFi band turned off.
      Some recent router updates have turned off dual band routers' use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ non-4K models (model numbers below 3940) and Premiere/Premiere+ (model numbers below 4620), are lower end units with single band WiFi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have a 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
       
      B) WiFi channels 12-14.
      In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 that are used in other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
       
      C) DFS channels in 5 GHZ WiFi Band.
      Rokus with dual-band WiFi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165.

      Channels between these two ranges are reserved as Dynamic Frequency Selection (DFS) channels and are shared with other uses such as military, radar, and weather.  Only some of the newest Rokus using the latest WiFi processors can receive these DFS channels.  [Edit:  currently these are Streaming Stick 4K/4k+ (3820/3821),   Express 4K/4k+ (3940/3941), and Ultra/Ultra LT (4800/4801 and likely 4802).]

      Many home use modems do not include the DFS channels but some do, so if yours is a dual-band Roku that cannot find your WiFi network, try setting your router to NOT use DFS channels. If your router supports DFS channels and you can't turn them off, make sure you aren't using an auto setting that could select DFS channels.

    Reconfiguring Router
    Thanks to forum user AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

    If your problem was not caused by any of the above, a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may allow the connection to be reestablished. Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you have no "Power" option, under "Settings > System", or if more convenient you can just pull the Roku's power for a few seconds and let it restart.