Forum Discussion

Geekaykristan's avatar
Geekaykristan
Reel Rookie
11 months ago
Solved

My Roku no longer shows as a available device on my network.

Model 3941x

ID 9C-303-887 current issue code. 

The Roku app no longer lists this Roku as an available device to connect to. 

I have verified they are on the same network, tried a different network, restarted the app, the phone, and the Roku. Then I Tried a hard reboot on the Roku, which has fixed this in the past. I've tried restarting the router also. 

What do I try next? How do I get private listening back? 

mobile app
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    11 months ago

    Thanks for stopping by here, Geekaykristan.

    Thanks for constantly updating us with your concerns. We want to dive deep into the new problem you're currently facing with the headphones mode of your Roku app not working.

    When using Headphone Mode, it's essential to consider that the audio is transmitted over the same wireless network used by other devices in your home. As a result, the audio quality may be affected by the network traffic generated by these different devices. Therefore, checking your internet connection is crucial in resolving this issue. 

    If you're still having unintended behavior with your audio, you may try doing the following steps below to see if it resolves the problem: 

    1. When using Bluetooth headphones for mobile Headphone Mode, try re-pairing them to your phone or tablet.
    2. Check that your headphones work properly by listening to them on another device.
    3. If you use the Roku mobile app, turn Headphone Mode off and turn it back on again. If restarting the Headphone Mode session like this does not work, close and reopen the Roku mobile app and try again.
    4. If none of the steps above didn't work, restart your router by unplugging the power cable from the router, waiting 10 seconds, and reconnecting. 

    For more detailed troubleshooting steps, kindly visit this support article: How to resolve an issue with Headphone Mode.

    Please keep us posted on what you find out.

    All the best,
    Emman

6 Replies

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    11 months ago

    Welcome, and thanks for posting here in the Roku Community, Geekaykristan.

    We'd be happy to examine your concern about the Roku Mobile App not recognizing your Roku device. Rest assured that we'll resolve this problem as quickly as possible.

    Have you tried checking if your Roku and phone are connected to the same bandwidth of your network? For instance, both devices are connected to 2.5 GHz or 5.0 GHz at the same time. When both your phone and your Roku device are connected to the same network but not on the same network bandwidth, they may not be able to communicate effectively. If you're unsure which bandwidth to connect to, try contacting your Internet Service Provider for further assistance. 

    Let us know how this works.

    All the best,
    Emman

    • Geekaykristan's avatar
      Geekaykristan
      Reel Rookie
      11 months ago

      Yes, I have triple checked that. I have also cross checked that when I select the exact same 2.5ghz router band that the Roku app does not see the Roku device. I have also checked both on the 5.0ghz channel. Next suggestion?

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        11 months ago

        We appreciate for the response, Geekaykristan!

        Thanks for the steps you took trying to fix the problem. In this case, may we know who your ISP is? Also, have you verified that your router is set to use b/g/n Wireless Mode on the 2.4 GHz band?

        Please switch the router 2.4 GHz configuration protocols from the g/n WiFi set by the update back to b/g/n.

        If you need help modifying your router settings, you can contact your internet service provider's customer support team for assistance. Since they are trained to configure their wireless gateway, they might be able to assist you.

        Please keep us posted, and we'll continue assisting from there.

        All the best,
        Chel