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Sherinam's avatar
Sherinam
Newbie
3 years ago
Solved

Roku keep losing connection

My Roku keeps losing connection and I brought another to see if the Roku was the issue. No it was working fine and now it’s happening again. We have updated our router and we have top internet speed.

Model number 3941x-Roku express 4k+.
Serial # x01600xf9ann.
Version 12.0.0.
Build 4181-cr.
Issue ID no-231-274

  • RokuCarly's avatar
    RokuCarly
    3 years ago

    Hi pcneedshelp,

    A warm welcome here at the Roku Community!

    Thanks for reaching out to us regarding your network issues with your Roku Express 4k streaming device. No worries. We're here to find you the best resolution.

    Have you tried to do a network connection check? If not, navigate to your Settings then select Network > Check Connection. Here's our Support link for further details: How to check the connection.

    Furthermore, you can try to reset your network connection by navigating to your Settings, then scroll and select Settings > Advanced system settings > Network connection reset > Reset connection. After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

    If the issue is still persistent, let us know, and we'd be more than happy to continue assisting you.

    All the best,
    Carly

  • Hi Community users,

    Thanks for posting in the Roku Community regarding the issue you are experiencing with your Roku Express losing network connectivity.

    Please be aware that we believe this issue is now resolved and invite you to see if you are still experiencing an issue with connectivity.

    Please keep us posted what you find out.


    Thanks,
    Danny

  • Hi MiniVan,

    Thanks for reaching out to us here in the Roku Community!

    We understand that your Roku streaming sticks cannot maintain a connection with your network. We recommend ordering an HDMI Extender for your Roku streaming stick as a solution. You can order the HDMI Extender with no additional charge at this link: HDMI Extender.

    Just make sure to fill in the required information.

    All the best,
    Kash

  • Hi DrJackie,

    A warm welcome here at the Roku Community!

    We regret to hear about the inconvenience this may have caused you. No worries. We're here to find you the best resolution possible.

    Just to clarify, are you able to navigate your remote? It's possible that you can't proceed past choosing your preferred language because you can't use the buttons of your remote. Since you've mentioned that you have two Roku streaming devices, try to use a different remote. 

    Pair it with the other streaming device. Here's how to Pair your remote.

    Let us know how it goes, and we'd be more than happy to continue assisting you with this.

    We'll wait for your response!

    Thanks,
    Carly

  • Hi LindaRash,

    Welcome to the Roku Community!

    Thanks for inquiring and sharing the information. As a workaround, you'll want to perform a network reset and system restart to resolve the issue. Kindly follow the troubleshooting steps below:

    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.

    After this, navigate to Settings > System > System Restart. Then, check to see if the issue has been resolved. Keep us posted.

    All the best,
    Kash

  • Welcome, and thank you for posting here at the Roku Community, Gram5!

    Thanks for raising your network connection issues with your Roku streaming device with us. May we first know what specific Roku streaming device you are experiencing this issue with? In addition, have you tried to restart your router? We also suggest reaching out to your Internet Service Provider and letting them reboot your network connection's system because, in most cases, this troubleshooting procedure resolves the issue you are currently having. 

    Let us know how it goes, and we'll go from there. 

    Kind regards,
    Carly

  • We completely understand your input, bobbysafe.

    We sincerely regret any trouble this may have caused you. The only information we can give you as of the moment is that it is still currently in the process of being fixed. Your convenience and satisfaction are what we aim for. That is why we are doing our best to fix this issue as soon as possible. We need a little bit more of your patience and understanding as we work on this.

    Kind regards,
    Carly

185 Replies

Replies have been turned off for this discussion
  • I'm having the same disconnect problems. I have two Roku Express 4+ devices in my home. One is located in my family room along with my xfinity combination modem and router. The other is located in the next room about 25 feet away from the router. The Roku device that I am having the disconnect problem is in the family room along with the modem router. This roku device Model # is 3941X, SN-So7P428ASYWS.

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator

      Hi Mic1289708,

      Welcome to the Roku Community!

      I'm sorry to hear about the connectivity issue you're running into. I'd be happy to help take a closer look to see how we can help get you up and running.

      A few questions here to better understand what you're experiencing:

      1. Could you please verify if you getting any error messages/codes when you are trying to connect your Roku device?
      2. Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect?  
      3. How long have you been experiencing this problem?

      We would recommend checking out our Support page for troubleshooting issues here: How to check the connection to your home network and the internet | Official Roku Support.

       Also, we recommend trying to connect your device to an alternate network, such as a mobile hotspot.

      Keep us posted with what you find out.

      Best regards,

      Chel

      • PhillySpecial's avatar
        PhillySpecial
        Newbie

        I have done everything Roku suggests, this only started happening after the 5/19/23 system update, so I think it may be a coding problem.

        The only way I can fix it temorarily is to restart the Roku unit, but that only lasts for awhile

    • RJ90's avatar
      RJ90
      Newbie

      What's the latest remedy for this? I'm having the same issue. It's frustrating to keep resetting devices every 5-10 minutes. I've also split my WiFi into 2.4 GHz and 5 GHz and connect Roku to the 2.4. Issue persists. I should be compensated for doing all these resets!

      • I am also having this issue as of the last week or so, it didn't happen before then. I've done everything short of factory resetting the Roku Express 4k+ 3941x whatever, and it's the only device on the network having a problem.

        • Roku device model, serial number, device ID, and software OS/version (3941x, X01600E7TY03, S07P21A7TY03, 12.0.0 build 4184-CR)
        • Does this issue occur on a specific channel? If so, what channel and what version or build is it? (All of them, at all times of day but can go hours or a day without happening, then hours of it only working for 2-10 minutes after every reboot)
        • Brand, model, and current OS that the mobile device is running. (No mobile device, only Roku Express 4k+)
        • Tracker ID when this issue occurs (ID 03-273-661).
        • Steps to reproduce the issue you are seeing (Plug in Roku Express 4k+ and try to stream something on any channel, watch a couple minutes and then it disconnects from the wireless network that it had Excellent signal from. I then verify on the router's Connected Devices page that the device is no longer connected, verify that our laptops and phone are still connected to rule out a problem with the router, but they all stay connected and have internet connectivity, as do the PS4, PS5, doorbell security sysem, etc. - the only device that drops off the network is the Roku)

        Occasionally if I let it sit for 5-15 minutes it will reconnect and stream again for a few minutes before dropping again, but most of the time it will stay disconnected until a reboot where it automatically reconnects. I've also tried the "Exit and set up connection" option and maybe 1/5 times it will reconnect to the home network, but most often it just stays at "Checking..." until it gets a system restart. I've also unplugged it for ~15 minutes thinking maybe it was overheating, but no luck - it kept happening.

        I just tried a Network Reset which also reboots it, then I had to reconnect to the network. We'll see if that does it. *edit* nope lol, about two minutes of streaming and "No connection" again.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator

    Hi Sherinam,

    Thanks for posting in the Roku Community!

    We understand that you're having a problem with your Roku device since it will lose connection. We would be more than happy to look further into this issue, but we will need more details.

    • Did you try to reboot your wireless network to see if that worked?
    • Did you try changing the wireless channel on your network to see if that had any effect?
    • Do you have cellular data, so we can try connecting your device to your hotspot? Try to see if the issue still occurs.

    Once we have this information, we will be able to assist you further.

    Best regards,
    John

    • VandyFC's avatar
      VandyFC
      Binge Watcher

      Since the prior person didn't answer, I will. Mine has been doing this for weeks and I have rebooted, even reset it. I have Xfinity internet with 800mps, Excellent connection, as well as my laptop is 6 feet away with no issues. Its getting to be not worth the trouble. My primary TV is Hulu live.

       

      Suggestions?

       

      Ron

      • GaryPet's avatar
        GaryPet
        Channel Surfer

        Three out of 6 units dropping connections. Can’t reach a human being at Roku. Time to start looking for a new streaming device provider. Tired of resetting, reconnecting, waiting for the thing to go blank….if I wanted this aggravation I would have stayed with Comcast cable…

  • My Express 4K+ Remote disconnects from the internet every few minutes and it's impossible to watch anything on my TV. I've restarted the router (WiFi connection is good so that doesn't seem to be the problem), done several network connection resets, and a factory reset but nothing has worked. I bought the remote in December 2022 so it's fairly new and it's been updated to the latest software. The remote worked perfectly until about a month ago. I've read similar articles on this topic but none of the solutions have helped me.

    • RokuArjiemar's avatar
      RokuArjiemar
      Retired Moderator

      Hello! bethomas124,

      Thank you for reaching out to the Roku Community!

      We know how important it is to be connected to your Roku device. We can help you with that! 

      • Did we recently make any changes to your network or network provider?
      • What do you see on your screen when trying to connect to your network?
      • What error message/code are you getting after trying to connect to your network?
      • How far is your device from your network router?

      With more details, we can help you further.

      Thanks,

      Arjiemar

  • I started noticing this issue a few weeks ago as well, but today has been completely unusable, connection dropping every few minutes and freezing the apps (nothing else in my house is losing connection). Did all the troubleshooting the others did.

    Between this and the continue watching thing (coincidentally also recently?) I may need to look for an alternative provider...

    • jyt's avatar
      jyt
      Binge Watcher

      looks like support here is useless.  nobody got back to me after first “yeah we’ll help.”  right… from the HIGH VOLUME of complaints about this issue i think doesn’t have clue one.  

      what alternatives to roku products does this community recommend?  i’ve had it.

       

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator

        Hi Community users,

        Thanks for keeping us posted on the Roku devices that keep disconnecting from your wireless network.

        We will be more than happy to look into this issue that you're experiencing. Can you please provide the following information below?

        • How many devices do you have connected to your network right now? (e.g., TV, mobile phone, laptop, computer)
        • Did we recently make any changes to your network or network provider?
        • What error message or code are you getting after trying to connect to your network? (after putting in the network credentials)
        • How far is your device from your network router?
        • Do you have cellular data, so we can try connecting your device to your hotspot?

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

        Thanks,

        John

    • LL44's avatar
      LL44
      Reel Rookie

      I am a long time Roku user. After spending 3 hours trying everything possible to fix this ..... I believe this is a corrupt software update. Thankfully I saved the streaming stick box from my purchase Nov 22.   I took it back to Best Buy and exchanged it for the 4K streaming express.  No more streaming sticks for me.

      Installed the 4K streaming express in just a few minutes and used multiple Roku apps over 4 hours with not a single glitch. Roku needs to isolate and address the streaming stick issue losing Wifi connection.

      • RokuAnjelie's avatar
        RokuAnjelie
        Community Moderator

        Hello Community users,

        Thanks for reaching out to us here in the Roku Community!

        We understand that your Roku streaming sticks cannot maintain a connection with your network. We recommend ordering an HDMI Extender for your Roku streaming stick as a solution. You can order the HDMI Extender with no additional charge at this link: HDMI Extender.

        Just make sure to fill in the required information.

        Thanks,

        Anjelie

  • bobbysafe's avatar
    bobbysafe
    Channel Surfer

    I got the same problem, I have tried all the possible solutions and still keep losing connectivity... Did you find a, solution? 

    • jyt's avatar
      jyt
      Binge Watcher

      no.  roku is unreliable.  support is a joke.  “they” haven’t the first clue what’s wrong or how to fix the problems.  look at the huge number of users having identical issues that have no recourse.   that tells us roku is a piece of junk.  

      i’m buying new sony tvs which do not require an additional device to stream.   once tvs replaced i’m DONE with roku. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator

      Hi bobbysafe,

      Thanks for posting here in the Roku community.

      We appreciate you for bringing this behavior to our attention, and we apologize for the trouble. What specific Roku streaming device are you having connectivity issues with? In addition, have you tried connecting to an alternative network, such as a mobile hotspot, to see if it maintains a connection?

      Let us know more about this so we'll be able to assist further.

      All the best,
      Kash

      • Maine1's avatar
        Maine1
        Channel Surfer

        Dear Kash,

        I don't want to sound mean but at this point, your questions and suggestions sound like you're just reading off a script, giving standard answers and haven't give your attention to the very long list of posts.  Seems like all the Moderators ask the exact same questions, suggest the same things and we all respond that nothing is working-- then it's crickets.   

        I've come to believe that there are no solutions for this issue and every new Moderator that chimes in doesn't seem to know the whole history of complaints. 

        My Roku is not just disconnecting anymore while watching something but now it won't connect at all so that I can even watch something in the first place.  It doesn't matter which Roku device it is, how recent or updated it is, the fact remains that the thing won't connect or stay connected.

        It has nothing to do with the router, trying another network or hotspot or any other circumstance as one would think.  All other devices--computers, cable boxes, Apple products don't experience any disconnection issues--only the Roku's.

        I've read where lots of folks have given up and will try Firestick or some other option.  That's is what I'm forced to do now.

         

         

  • Same thing just started happening to both of my Roku devices and my internet is completely fine.

    • RokuERey's avatar
      RokuERey
      Retired Moderator

      Hi daneaffr,

      We are sorry for the long process about this. We'd like to see if this resort works for you. 

      Have you tried using a WiFi extender and then trying again to see if that helps?

      Pleas keep us posted. Thanks!

      Regards,

      Rey

      • daneaffr's avatar
        daneaffr
        Binge Watcher

        I have a wifi extender and the wifi signal to the TV and the Roku is strong.  

    • RokuERey's avatar
      RokuERey
      Retired Moderator

      Hi brandanomano,

      Thanks for getting in touch, and welcome to the Roku Community!

      We appreciate you letting us know about this and sharing additional insight. Our engineering team is currently aware of this and is monitoring this trend. We'll get back to you if we require further details and if there's an available update about this. 

      Thanks,

      Rey

    • bobbysafe's avatar
      bobbysafe
      Channel Surfer

      Get ready for Roku reply 

      -they will ask your device number blah blah blah.. Then they will tell you that their engineering team is working on it, then you'll never hear from them again 

      • Maine1's avatar
        Maine1
        Channel Surfer

        My Roku is so bad now that when I turn on the TV there is a "non connected" in the upper right side of the screen.  The remote doesn't even work now either.  It was bad enough that it would disconnect while watching a show.  Now I can't even use the thing.

        What a shame as my Roku is barely a year old and I've had connection issues practically the whole time.  The Roku tech team or their engineers or whoever is behind that curtain has been no help at all.

        I've given them my info a few times now on this thread and it's just been crickets.......