Forum Discussion

Lolak54's avatar
Lolak54
Newbie
7 months ago
Solved

Roku TV keeps on disconnecting from the Wi-Fi

I have spoken w Roku representatives read the community board I’ve had my Wi-Fi company out here. I’ve reset my phone, my laptop, my TVs, the two Roku TVs that I have a replacement from the other Roku TV’s iPad every time I’m in the middle of a movie from my phone or my laptop, it drops disconnects over and over again. This is like I don’t know how many times but it really pissed me off today why is it that I’m not the only one having this issue nor am I the only one that hasn’t been able to fix this issue yet? Roku hasn’t had a recall or offered to do **bleep** about it 

tv & player wifi
  • RokuJohnB's avatar
    RokuJohnB
    7 months ago

    Hi Lolak54,

    Greetings from the Roku Community!

    We understand that you're having an issue with the network on your Roku TV, and we'd be more than glad to assist you. 

    Please try the troubleshooting steps below:

    1. Navigate to Settings > System > Advance System Settings > Network Connection Reset > Reset Connection.
    2. Then restart your Roku TV from Settings > System > Power (skip if no sub-menu) > System Restart. 
    3. Restart your modem/router and reconnect your Roku TV to your network.

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

    We would recommend trying to see if that resolves your issue. Please keep us posted.

    Best regards,
    John

5 Replies

  • Spooky2's avatar
    Spooky2
    Reel Rookie
    3 months ago

    My tv has the same problem. After around 30-40 minutes of watching anything, it will blink a few times then just give up and disconnect and it's hopeless after that for a number of hours. It does always eventually come back online on its own after some time? None of the offered solutions ever help in the moment though. The tv is unresponsive. Everything's been reset, plus I just got a new modem-router this week, which can handle up to 6gb, it's not the wifi, etc.

    At least for my tv the real giveaway is that it doesn't just drop MY particular WiFi's connection, it suddenly can't find ANY wifi signals in the area anymore. This happens in the middle of streaming something - something it would've required a signal for not 5 seconds ago. And now it cannot even detect any wifi signal in the nearby vicinity anywhere. I go to settings and check connection, and it can't even come up with the list of local networks around my house. Nothing. Not connected. Not connect-able. All my other devices are absolutely fine, unbothered, working well, no signal issues.

    I missed the last 30 seconds of the ball drop this new year's because of this 😞

    This definitely seems like Roku's fault somewhere along the line. To me, this appears more like a hardware or the Roku device's specific software issue, rather than a WiFi or range or connectivity issue. 

    Could it be a cache piling up with junk somewhere inside my tv's software and that's why it requires a shut down and cool long? I don't know.

    I've seen other posters in other threads mention possible communication between the Roku device and the router seeking an "AFK" response to see if the device is still being used/is still active, and that's what makes it cut out like this after a period of time. Here's that answer if you want to check it out and see if it helps you: https://community.roku.com/t5/Wi-Fi-connectivity/Loosing-internet-connection-and-everything-else-in-the-house-works-still-except-the-roku/m-p/676028/highlight/true#M14944 

    My only other guess is that it's a planned  obsolescence feature, not a bug. 

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      3 months ago

      Hey Spooky2 

      Thanks for letting us know about this issue! To examine this, please provide the following info:

      • When did this issue first occur?
      • What error message or code do you see when trying to connect?

      Also, please share the following details:

      • Roku device info: Model, serial number, Device ID, and software version ( Settings > System > About)
      • Tracker ID: ( Press Home 5x, then Back 5x when the issue occurs).

      I can’t wait to hear back from you.

      Thanks,
      Roku Community Team

      • Spooky2's avatar
        Spooky2
        Reel Rookie
        3 months ago

        Has been occurring for months now, possibly years. 

        There is no error code or message that comes up. And it's not while I'm trying to connect, it's already connected. It's always in the middle of watching something, usually around 20-45 minutes into it/using the TV. The device is already connected and "loses" its connection and gets stuck "buffering" forever and won't recognize any networks at all. So it pauses whatever is on as if it's buffering, but it never comes back/regains connection on its own.

        In the settings when this happens, if I try to connect/reconnect to the network, it will say there's no available networks to connect to, which is not true, not only are there like 20 local neighborhood networks near my house it can usually find, but mine is also up and running. If I say scan again to include all networks. There's still nothing. It seems to have forgotten how to find any wifi signal whatsoever. All of my other internet-connected devices are still totally functional and the internet service itself is at its usual speed.

        Model: NS-39DR510NA17 (5315X - Roku TV)

        Software version: 14.1.4 (build 7709-12)

        Issue report tracker ID: 97-131-211

        It's connected to my 2.5GHz WiFi, with an extender directly next to it. 

        There is currently no way for me to solve this except by turning the TV off and walking away and letting it cool down for an unspecified amount of time. Super upsetting when I have people over to watch stuff with. 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    7 months ago

    Hi Lolak54,

    Greetings from the Roku Community!

    We understand that you're having an issue with the network on your Roku TV, and we'd be more than glad to assist you. 

    Please try the troubleshooting steps below:

    1. Navigate to Settings > System > Advance System Settings > Network Connection Reset > Reset Connection.
    2. Then restart your Roku TV from Settings > System > Power (skip if no sub-menu) > System Restart. 
    3. Restart your modem/router and reconnect your Roku TV to your network.

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

    We would recommend trying to see if that resolves your issue. Please keep us posted.

    Best regards,
    John