Forum Discussion

Reel Rookie

2 years ago

Solved

Roku tv MAC address shows wifi hardware missing

My onn roku tv will not try to scan for networks. Under mac address it states that wifi hardware is missing. I have reset the tv, modem, router, everything.. Wifi is working with excellent signal. Other devices connect perfectly with no issue. I have cox internet. Im using 2.4ghz. I have tried to enter my network manually still does not work. I've tried to disable network pings on the secret menu and all. Reset wifi chip, nothing has worked.. Contacted roku support and they told me to contact tv manufacturer. Did that and all they told me was try to reset tv like I haven't done that already. Then just said they'd follow up through email.. Im need help!

RokuCarly
2 years ago
A warm welcome here in the Roku Community, Clawson65.

We appreciate you for raising your network issues with us, and we'd like to gather more information first before we can provide you with an accurate resolution.

May we first know on what Roku streaming device you are having this issue with? In addition, is this the first time you've attempted to connect your device and encountered a problem? Furthermore, refer to our Support article on How to connect your Roku streaming device to the internet using Wi-Fi or Ethernet for further details and instructions.

We will be looking forward to your response!

Kind regards,
Carly
RokuArjiemar
2 years ago
Hello Community Users!

We appreciate you for taking the time to share your post,

Thank you for bringing to our attention the issue you encountered with your MAC address wifi hardware missing. We're pleased to assist.

How long have you been having connection issues?

Does this happen on every channel/ different device features that need an internet connection?

Has this happened before?

Were you able to connect it back to the internet after it happened the first time?

Troubleshooting:

1. We need to check your System Info screen

Go to Home on your Roku device

Navigate to settings

Select Network

Select About

2. If the Wireless MAC Address displays all 0’s, then try performing a System restart.

Press Home on your Roku remote

Scroll and select Settings

Select System

Select Power. If you do not see a Power submenu, skip to the next step.

Select System restart

3. Once the System restart is complete, check if the MAC address still displays all 0’s. If this is the case, then perform a Factory reset.

Press Home on your Roku remote

Scroll and select Settings

Select System

Select Advanced System settings

Select Factory reset everything

4. After performing a factory reset, check if the connection issue persists. If the Wireless MAC address remains displaying all 0’s, or if the connectivity issue persists, this can be identified as a hardware issue.

Please keep us posted on what you find out and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,
Arjiemar
RokuTakashi
12 months ago
Hi, Maja1975 Shaneice

Thanks for posting here in the Roku Community.

We appreciate you for sharing your concern here with us regarding the issue with hardware missing on your Roku TV's MAC address, and we understand the situation. We're here to assist in resolving the problem at hand.

For this matter, we recommend performing troubleshooting steps. Kindly follow the instructions below:

Network Reset Connection

Press Home on your Roku remote.

Scroll and select Settings.

Select Advanced system settings.

Select Network connection reset.

Select Reset connection.

Re-enter the credentials on your network.

System Restart.

Press Home on your Roku remote.

Scroll and select Settings.

Select System

Select Power (skip if this sub-menu is not available and proceed to step 5).

Select System Restart.

Additionally, we recommend restarting your network's modem/router to see any improvements with this.

Once all of the steps are performed, kindly check if the issue has been resolved. Please let us know on what you find out, and we'll assist you moving forward.

Best wish

Mattiejom
Newbie
2 years ago
I’m having the same issue with my Hisense. It’s making me so mad
- renojim
  Community Streaming Expert
  2 years ago
  Mattiejom, have you tried contacting Hisense?
  Where to get support for your Roku TV™ | Official Roku Support
  - DebraDardar
    Newbie
    2 years ago
    Thank you for this discussion! It was helpful to me!
Cloverredhead
Newbie
2 years ago
So I take it after reading all the post and replies, we have not yet found a solution to this issue? My tv has been working just fine and then without warning “Not connected to the internet” and “MAC address hardware is missing”. Seems like someone should be on this.
- Clawson65
  Binge Watcher
  2 years ago
  There has been no solution offered to correct the problem. Both the Internet providers and the TV makers have been blamed for the problem and neither of them are at fault. It is Roku that has caused the problem and has not offered any kind of solution to fix the issue we all are having. I'm really disappointed with Roku not having a solution to fix this issue.
  - RokuMary-F
    Community Moderator
    2 years ago
    Hi Clawson65
    
    Thanks for following up regarding the issue you are experiencing with your Roku TV that is receiving an error message and unable to connect with your wireless connection. We're sorry for the delay in a resolution. We would like to know what went wrong so we can assist you further and fix the issue.
    
    Upon checking, we haven't received the information that @RokuJohnB is requesting.
    
    For us to proceed with the appropriate action to resolve this, could you please send us a private message with all the necessary details requested:
    
    Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
    
    Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
    
    Could you also provide us with the make and model of your modem or router?
    
    May we also know the IP address? (www.whatismyip.com)
    
    Who is your internet service provider?
    
    To learn more about how to send a private message, click this Community link: Help - Roku Community
    
    Once we have this information, we will be able to pass it along to the appropriate Roku team to assist you further. We look forward to your responses and gathering your details.
    
    Best regards,
    Mary
- RokuMary-F
  Community Moderator
  2 years ago
  Hi @Cloverredhead,
  
  Thanks for your first post in the Roku Community!
  
  We are sorry you are experiencing difficulties connecting your Roku device to your home network, and we appreciate you alerting us to this problem.
  
  We will work with you to identify the issue to help you further and find a solution. To better understand your experience, kindly respond to the following questions:
  
  When did this issue first start occurring?
  
  What Roku model device are you using?
  
  Does connecting to a wireless Hotspot fix?
  
  Does the issue only occur on a specific channel or all channels on your Roku device?
  
  If you see something different, can you please let us know what you are seeing?
  
  Can you please specify the troubleshooting steps have you taken so far to try to resolve the issue?
  
  Have you tried taking a look here in our Support resources and following the steps to help get connected? How to connect your Roku streaming device to the internet using Wi-Fi or Ethernet | Official Roku Support
  
  With more specific information from you, we can help you further. We look forward to hearing from you.
  
  Best regards,
  Mary
Bierolson
Reel Rookie
2 years ago
There is a work around. Unfortunately you have to use a cable.
Buy a WiFi repeater on Amazon &20.00.
Set up repeater next to TV. After set up use cable from repeater to TV.
Works like a champ.
hope this helps.
RokuERey
Retired Moderator
2 years ago
Hi Lizh5,

Thanks for your first post here in the Roku Community!

We appreciate you letting us know about this issue on your ONN Roku TV when connecting to the network.

Have you tried using an Ethernet cable or an alternative network, such as a mobile hotspot, to see if you're still seeing the same issue occur?

Let us know more about this so that we can continue working on it. Thanks!

Best regards,

Rey
- Lizh5
  Reel Rookie
  2 years ago
  I have tried to connect to mobile hotspot, it did not work either. Ethernet cable is the only option I have not tried, as Im trying to find and dig out an extra cable from out of the closet.
  - Lizh5
    Reel Rookie
    2 years ago
    My tv does not have an ethernet port and i do not think I have an adapter
- eakinlem
  Newbie
  2 years ago
  Mine is doing the exact same thing. It has been this way for the past approx 3 months (I gave up and just used the smart feature on my tv). I had tried everything like you did and my WIFI has great signal and everything else works. I am about to try an Ethernet cable but I am not even sure if I have one.
  
  *scratch that I have a Roku streambar and I do not see a spot for an Ethernet cable.
  - RokuTakashi
    Community Moderator
    2 years ago
    Hi eakinlem,
    
    Greetings!
    
    We see that you're having a network connectivity issue, and we'd like to see how we can assist you with this one. Are you receiving any error codes? If so, what code or prompt does it show? Additionally, can you please provide us with an image referring to the issue you've shared with us?
    
    We look forward to your response so we would be able to assist.
    
    All the best,
    
    Kash
- Qfamily
  Newbie
  2 years ago
  We have a Sanyo tv that is stating this message. All of our other Roku tvs are working just fine. Any suggestions. I have put in a callback ticket with Sanyo.
  - RokuJohnB
    Community Moderator
    2 years ago
    Hi Qfamily,
    
    Welcome to the Roku Community!
    
    We understand you're having a problem with your Roku TV. We're happy to assist you further. May we know what troubleshooting steps you have taken so far?
    
    We'll wait for your response.
    
    Thanks,
    
    John
Clawson65
Binge Watcher
2 years ago
I'm having the same issue with my JVC WiFi hardware missing and it will not connect to the Internet. Help would be appreciated.
- RokuCarly
  Community Moderator
  2 years ago
  A warm welcome here in the Roku Community, Clawson65.
  
  We appreciate you for raising your network issues with us, and we'd like to gather more information first before we can provide you with an accurate resolution.
  
  May we first know on what Roku streaming device you are having this issue with? In addition, is this the first time you've attempted to connect your device and encountered a problem? Furthermore, refer to our Support article on How to connect your Roku streaming device to the internet using Wi-Fi or Ethernet for further details and instructions.
  
  We will be looking forward to your response!
  
  Kind regards,
  Carly
  - Clawson65
    Binge Watcher
    2 years ago
    I have a JVC 50 Elite Roku tv. I have had this TV 2 1/2 years and I have never had this issue. Its been connected to the same WiFi account and nothing has changed. My computer and phone is still connected to my WiFi. The TV worked fine on 10/18/23 but when I turned it on 10/19/23 it had no WiFi connection. I have restarted the WiFi and reset the TV still with no luck. Please help
    Thanks
Frustrated351
Reel Rookie
2 years ago
After reading all the comments, and having bought my TV just yesterday, try all the things that is posted here. The TV is going to the store and get one that has no Roku.
Roku tv MAC address shows wifi hardware missing
“WiFi Hardware missing”. That’s the key statement. It doesn’t matter what WiFi signal is present, If the hardware was present I would have a list to choose from. I tried reset, relocate, hotspot, hard reset. My TV doesn't have Etherne spot.
- renojim
  Community Streaming Expert
  2 years ago
  Frustrated351, if you got a new TV that out of the box is giving the "Wi-Fi hardware missing" error, don't hesitate, take it back immediately. You may just have received a dud or someone else's returned TV.
  - Frustrated351
    Reel Rookie
    2 years ago
    renojim Actually The TV couldn't find any WI-FI network, but the MAC was 00000000000, I followed with what the TV prompted and it was to download the updated version of Roku, thats when it come up with the WI Fi hardware missing.
    Update of the Roku TV, I went back to the store and changed to a smart TV without Roku, and is working wonderfully
Shay1983
Newbie
2 years ago
not connecting to the Internet
- RokuJohnB
  Community Moderator
  2 years ago
  Hi Shay1983,
  
  A warm welcome here in the Roku Community!
  
  We will be more than happy to assist you with your Roku TV since it is not connecting to your internet. Please try to restart your modem and router. After restarting your wireless network connection or Wi-Fi, you need to restart your Roku TV by going to settings, system, power, and system restart.
  
  You may also check out this support article here.
  
  If the problem still continues, please keep us posted.
  
  Best regards,
  John
Rochelleharris9
Reel Rookie
2 years ago
How can I go back to my Mac address
Wi-Fi
- Rochelleharris9
  Reel Rookie
  2 years ago
  How do I get I get back to my Mac address Wi-Fi
  - RokuJohnB
    Community Moderator
    2 years ago
    Hi Rochelleharris9,
    
    Welcome to the Roku Community, and thanks for keeping us posted!
    
    We understand you're having a problem with the Roku TV. We're happy to help you. Have you tried the troubleshooting steps that were given above? If not, please try.
    
    We look forward to hearing from you soon.
    
    Kind regards,
    John
Maja1975
Newbie
2 years ago
My tv want connect too the Internet says wifi mac adress missing what can I do.
Shaneice
Newbie
12 months ago
Everything is missing
- RokuTakashi
  Community Moderator
  12 months ago
  Hi, Maja1975 Shaneice
  
  Thanks for posting here in the Roku Community.
  
  We appreciate you for sharing your concern here with us regarding the issue with hardware missing on your Roku TV's MAC address, and we understand the situation. We're here to assist in resolving the problem at hand.
  
  For this matter, we recommend performing troubleshooting steps. Kindly follow the instructions below:
  
  Network Reset Connection
  
  Press Home on your Roku remote.
  
  Scroll and select Settings.
  
  Select Advanced system settings.
  
  Select Network connection reset.
  
  Select Reset connection.
  
  Re-enter the credentials on your network.
  
  System Restart.
  
  Press Home on your Roku remote.
  
  Scroll and select Settings.
  
  Select System
  
  Select Power (skip if this sub-menu is not available and proceed to step 5).
  
  Select System Restart.
  
  Additionally, we recommend restarting your network's modem/router to see any improvements with this.
  
  Once all of the steps are performed, kindly check if the issue has been resolved. Please let us know on what you find out, and we'll assist you moving forward.
  
  Best wish
  - golfer123
    Reel Rookie
    12 months ago
    Hello,
    I have tried all the solutions throughout this thread, no joy. I have even placed my router right next to the TV. I have a Roku Select 40 inch TV, Roku TV H804X , Model number 40R2A5R (no ethernet connection provided on this TV).
    When I do a System Reset, pressing and holding the reset on the back of the TV, I get a Blue Roku TV screen, followed by a purple Roku TV Recovery Mode. It displays Version ESC.02R01301A I select the language,and I am provided an option to connect "wireless", "ethernet" or "can't connect" options.
    Selecting the "can't connect" option I receive notice to go to tvupdate.roku.com and follow instructions to download to a USB drive. I have done that and gone through the download and update process successfully including entering the magic 6 digit code that is provided to start the update process. After completing the USB update process, the system recovery process completes and returns to the bouncing Roku only then to "Connecting....message" that finally displays set up a new connection which then produces the same Wi-fi missing hardware message.
    
    Next I unplugged the system for an hour, then after a second reset, the Roku TV was able to wireless connect to my internet on the initial System Recovery screen. It successfully processed the Recovery Update and stated a new update was available WITH NO OTHER option than to process the new update, so I continued. Next, low and behold , set up a new connection , scan again to see all networks, and the resulting "hardware missing messgae" returned.
    Why the Roku TV could see the wireless internet connection for the System Recovery but failed to see it after the recovery process completed baffles me.
    I hope there is a way to jump around the "new update" that results after the System Recovery so I can get to the Roku home screen and just avoid using the internet function of the TV and make my TV a dumb TV and use a standalone Roku device to drive the TV.
    I have multiple standalone Rokus and a Roku soundbar that have supported my perfectly.
    I purchased the TV from Amazon in February and Roku TV support has processed a replacement for my TV but it still bothers me that this issue exist and concerns me that my replacement TV might suffer the same fate at a later date.
    I have found Roku technical support helpful in other cases but this one seems to even baffle them.
    Kind regards to all, and good luck. Look forward to your response.