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TemptationsEnd's avatar
TemptationsEnd
Reel Rookie
2 years ago
Solved

New router, new problems with my Roku device

Hi, so I’m new here and I’ve tried every option to resolve the issue. Though no matter what I do, reset my network settings. Hard reset of my device itself. I even tried manually keying in the WiFi i...
tv & player wifi
  • AvsGunnar's avatar
    AvsGunnar
    2 years ago

    JenniferK 

    I am having trouble currently locating Roku's support article regarding devices that do not support IPv6, but I think I remember that the 3920/3921 may have been excluded.

    From your other postings, you indicated that you had AT&T, verified that the 2.4ghz is working, and is configured to use wireless mode/protocol b/g/n, and is capable of connecting to a hotspot. (remember, your 3920 is a 2.4ghz-only device so the 5ghz band will be unavailable.  All changes and configuration will be limited to the 2.4 ghz band).

    The only two things that would next come to mind is to check that the router is configured to use both IPv4 and IPv6.  (generally located under setup or DNS options in routers). 

    If the above is not the issue, try changing the router DNS to use Google servers (for testing) and set your DNS to 8.8.8.8 and 8.8.4.4

    Additionally, make sure your new router did not come with an accompanying mobile app that may have "paused" your internet connection for the 3920.

RokuJechealR's avatar
RokuJechealR
Retired Moderator
2 years ago

Hi TemptationsEnd,

A warm welcome to the Roku Community!

If you encounter difficulties connecting your Roku device to your home wireless network with the error code. There are a few troubleshooting steps you can try:

  • Restart your router. To restart your router, check the instructions from your Internet Service Provider or router vendor. In some cases, you can simply unplug it and plug it back in. Other cases may require pressing a reset button on the device.
  • Restart your Roku device. To restart your device, you can either unplug the power cable, wait a moment, and then reconnect it. Or you can follow the steps below and restart it from the Settings menu.
    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power (If you do not see a Power submenu, skip to the next step)
    5. Select System restart

You can refer to this link for more recommended actions: How to connect your Roku device to the Internet using Wi-Fi or Ethernet.

Please keep us posted on how it goes, and we'll continue assisting you from there.

All the best,
Chel

TemptationsEnd's avatar
TemptationsEnd
Reel Rookie
2 years ago
  • I have done all that but am still suffering from the issue
  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi TemptationsEnd,

    Thanks for your response!

    We are interested in learning more about the problem you are experiencing. For clarification, have you tried to connect your Roku TV to an alternative wireless network, such as a mobile hotspot, to see if that will resolve the issue? In addition, may we know who your ISP is? (Internet Service Provider)

    We look forward to hearing from you and looking closely into this issue.

    All the best,
    Chel

    • TemptationsEnd's avatar
      TemptationsEnd
      Reel Rookie
      2 years ago

      As mentioned in my original post, I’ve tried all basic troubleshooting methods. Including factory resetting my TV

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi TemptationsEnd,

        We appreciate your response!

        May we ask if you encounter any error codes or messages when connecting to a mobile hotspot? Also, could you let us know who is your Internet service provider? (ISP)

        Please keep us posted, and we'll continue assisting you further.

        All the best,
        Chel