Forum Discussion

drhyphy's avatar
drhyphy
Reel Rookie
3 years ago
Solved

Roku Express suddenly cannot find my wifi network

I have had a Roku Express for nearly 2 years and it works great. This afternoon, all of a sudden it lost network connection and now can't find our wifi network; the name just doesn't pop up. All our ...
tv & player wifi
  • glennh03's avatar
    glennh03
    3 years ago

    So Roku CS contacted me and this is what they recommended.  I took these steps - let's see if it helps.  My home network was there and I was able to reconnect with no problem.

    ++++++++++++++++++++++

    Hi Glenn,
     
    Thank you for contacting Roku customer support. I understand your message about the network connectivity issue with your Roku device. 
     
    This reported issue might occur when the Roku device is unable to receive adequate network speed. Refreshing the network setup of the Roku device will help in resolving this issue. Please follow the troubleshooting steps below to isolate the issue:
     
    1. Restart the network router
    Disconnect the router from the power and connect it back
     
    2. Restart the Roku Tv: Settings->System->Power->System Restart
     
    3. Reset the Roku Tv network settings
    Navigate through Settings --> System --> Advanced System Settings --> Network Connection Reset
     
    4. Setup Network
    Navigate through Settings -> Network -> Setup Connection -> Wireless Network and look for the network name
     
    5. Update Roku software
    Navigate to Settings-->System-->System Update. Select "Check Now" to manually check for updates.

     

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi glennh03,

    Thanks for the post!

    We're sorry to hear about the network connectivity issue that you have experienced. Rest assured that we're here to do our best to assist you. We recommend visiting this link: https://my.roku.com/hdmi to request an HDMI Extender for free. This will resolve the issue of the Roku Streaming Stick not connecting to your network.

    We hope things will be sorted out soon.

    All the best,
    Kash

RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi there wwgscott,

We appreciate your update.

We're glad that you are able to connect to your home network. Please if you need additional help and we’ll follow up to continue assisting you.

Thanks for posting again in Community and for using our services.


Best regards,
Mary

glennh03's avatar
glennh03
Streaming Star
3 years ago

I'm still having issues.  I think you saw the comment from another user trying to help me.

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi glennh03,

    Thanks for following up.

    If you are still having an issue connecting to your home network. We recommend performing the below steps and see if you can resolve the issue:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select Advanced System settings
    4. Select Network connection reset
    5. Select Reset connection

    This will restart the Roku. Once you are on the Home screen, please go to Settings > Network > Setup connection > Wireless > Scan again to see all networks > Enter your network password > Connect. 

    Please let us know if the issue is fixed or reply back to this email for further assistance, we will be glad to help you.


    Best regards,
    Mary

  • wwgscott's avatar
    wwgscott
    Binge Watcher
    2 years ago

    Good day

    in my opinion this issue is a router connectivity issue. 
    i have had it happen throughout the years when 2 devices are attempting to use the same wifi ip address. 
    once one is connected the other if it is hard in the system tries to connect at same address and there for the router or wifi will not show up in the second device. 
    i have had it happen with my laptop while having my printer plugged into the usb the wifi on the laptop could not see my wifi because the connection is confused because it in this instance was already connected to the wifi by the printer. 
    !!!! if your tv has wifi connected to router and tv is also connected to the roku can cause crash as well. !!!!!

    my opinion is they need to turn off and unplug all wifi connecting devices while attempting to connect the roku device after hard rebooting by unplug power cords and hdmi cables and unplug router and cable connection or external internet and let sit for a while then  ensure the router reconnected to internet and is completely booted up before reconnecting and restarting and connecting the roku to the wifi.

    then bring each device back on one by one.

    as to why when trying to reset connection on the roku to wifi it wont show up. I beleive its the router still has the device showing in the device settings somehow and not releasing it and protecting itself from a double connection from the same device there fore not transmitting to that device allowing it to show up.

    i believe i left both units sit unplugged for a few hours not just a few seconds

    restarted router and let it sit with just the cell phone on it for a quit a while before attempting the roku again. 

    i had had the issue once with the roku but was just on my older router. 
    it is a crash preventative measure

    haven't had any problems at all with the new mesh router or reseting wifi to the new mesh router.

    i had also pulled the wifi dongle from my samsung tv and turned the wifi off

    im Also an MCSE and a computer tech 

    all in all it is an isolation issue and protection issue  caused by the router Not the roku. 

  • wwgscott's avatar
    wwgscott
    Binge Watcher
    3 years ago

    Yes that was glennh03

    I did also and have had connection issues as you described but only when it turned out there was an update that didnt download automatically Did the update and restarted the roku from under the power setting
    hope this may help you out

  • glennh03's avatar
    glennh03
    Streaming Star
    3 years ago

    Thanks.  I checked updates and it says up-to-date.  

    I've rebooted multiple times ☹️

    Appreciate the suggestions.

  • glennh03's avatar
    glennh03
    Streaming Star
    3 years ago

    I've already reset the Roku.  Not helping.

  • cdg0607's avatar
    cdg0607
    Newbie
    2 years ago

    Hello I am having the same issue with all 3 of my rokus devices, is there a fix?

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi cdg0607,

    Thanks for the first post to the Roku Community!

    We understand you are having an issue with connectivity on your Roku devices. We'd be more than happy to look into this further. For us to help you better, we will ask a set of questions to isolate the issue:

    • What Roku devices are you using right now that has an issue? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV)
    • Does your device see your network but won't connect? Or does it see other networks in the neighborhood but not yours?
    • How long have you been experiencing this problem?
    • Are you encountering any error codes or messages?
    • What troubleshooting steps have you taken so far to resolve the issue?

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

    All the best,
    Chel