Forum Discussion

Liyahv's avatar
Liyahv
Reel Rookie
9 months ago
Solved

Mobile app keeps disconnecting from tv

So, I’ll use the app to put something on, and it will work fine, but after two minutes, the app freezes and completely disconnects from the TV. This becomes increasingly annoying when I am trying to use the private listening feature. I’ve tried all the suggested steps and still have not found a fix. Is this just a bug, or can it be resolved manually somehow?

mobile app
  • RokuJohnB's avatar
    RokuJohnB
    8 months ago

    Hi Liyahv,

    Thanks for keeping us posted!

    We appreciate the troubleshooting steps you have taken so far, and we would like to gather more details. Could you provide us with the software version of your Roku device by going to settings, system, and about?

    In the meantime, you may try the troubleshooting steps below:

    1. Press the home button on your Roku remote.
    2. Scroll and select Settings.
    3. Select System.
    4. Select Advanced System settings.
    5. Select Control by mobile apps.
    6. Select Network Access.
    7. Choose one of three options.
    • Default. This setting is for users who want to use the Roku mobile app or a third-party app to act as a remote and control their Roku device. Most users choose this setting.
    • Permissive. For users who want the Roku mobile app or a third-party app to control their Roku device and are on a publicly accessible network. This choice is uncommon and typically used with an advanced network configuration.
    • Disable: For users who do not want a third-party app to be able to control their Roku device.

    We look forward to hearing from you soon.

    Thanks,
    John

4 Replies

  • SwassLikeMe's avatar
    SwassLikeMe
    Newbie
    9 months ago

    I use the Roku app all the time for private listening with my AirPods on my iPhone.  Just today, and for the first time, if my app temporarily loses connectivity to my TCL Roku TV while on my WiFi which sometimes happens, any YouTube video I am watching starts over from the beginning as soon as I press the earphone button again to restart the private listening. It is driving me nuts. I did notice the app looks new, and so I’m guessing this is some sort of bug related to a new app version. Anyone able to verify this?

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    9 months ago

    Welcome to the Roku Community, Liyahv SwassLikeMe!

    Thanks for letting us know about your issue with Roku Mobile. We want to investigate this issue further, especially your problem. Can you please provide the following information below?

    • Could you elaborate more about the troubleshooting steps you have taken so far?
    • When did the issue start?
    • Have you tried using a different phone to see if that will make any difference?

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

    Thanks,
    John

    • Liyahv's avatar
      Liyahv
      Reel Rookie
      9 months ago

      I've been experiencing a reoccurring issue for at least a year. It works fine for a while, then randomly disconnects for days. Just yesterday, it started acting up again, even though it was fine the day before.

      I've tried restarting the TV, forgetting the device and reconnecting, and checking the TV settings to ensure it's set correctly for the mobile app. I also reset my Wi-Fi router and verified they’re on the same frequency. I used secondary phones and checked all settings in the Roku app on my phone. I even manually input the information to connect to the TV.

      Despite all this, the app initially connects but then freezes after a few minutes. I have to close and reopen the app multiple times to reconnect.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        8 months ago

        Hi Liyahv,

        Thanks for keeping us posted!

        We appreciate the troubleshooting steps you have taken so far, and we would like to gather more details. Could you provide us with the software version of your Roku device by going to settings, system, and about?

        In the meantime, you may try the troubleshooting steps below:

        1. Press the home button on your Roku remote.
        2. Scroll and select Settings.
        3. Select System.
        4. Select Advanced System settings.
        5. Select Control by mobile apps.
        6. Select Network Access.
        7. Choose one of three options.
        • Default. This setting is for users who want to use the Roku mobile app or a third-party app to act as a remote and control their Roku device. Most users choose this setting.
        • Permissive. For users who want the Roku mobile app or a third-party app to control their Roku device and are on a publicly accessible network. This choice is uncommon and typically used with an advanced network configuration.
        • Disable: For users who do not want a third-party app to be able to control their Roku device.

        We look forward to hearing from you soon.

        Thanks,
        John