Forum Discussion

FredZiffel97's avatar
FredZiffel97
Binge Watcher
2 years ago
Solved

Roku Ultra- Wired Connection - Error Code 012 Not Connected

Returned after vacation to find both Roku Ultra players not connected to network wired connection Error Code 012.   I have a working internet connection and performed the following tasks. 1. Power...
tv & player wifi
  • RokuArjiemar's avatar
    RokuArjiemar
    7 months ago

    Hello! bluea12,

    Thank you for posting in the Roku Community!

    Connecting to the internet is important for your Isignia Roku TV to function, particularly when utilizing an ethernet connection. We're happy to help.

    It looks like that it will require some assistance from our friends at our hardware partner support to help diagnose your TV hardware. Each TV manufacturer provides direct support for their TV models. 

    You can find their support options here Insignia Support or at 1-877-467-4289

    For improving your WiFi connection, please check it here: How to improve the Wi-Fi or wireless internet connection to your Roku streaming device

    Thanks,
    Arjiemar

RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Thanks for the additional information, FredZiffel97!

Error codes 012 and 013 are caused by Ethernet cable issues.

Try the following tips to fix Ethernet cable errors on your Roku streaming device:

  • Unplug the Ethernet cable from your streaming device and router, and then plug it back in.
  • Try a different Ethernet cable.
  • Switch to a Wi-Fi connection instead.

If the problem still persists, may we know what the current software version of your Roku device is by going to settings, system, and about?

We hope this helps, and please keep us posted on what you find out.

Regards,
John

FredZiffel97's avatar
FredZiffel97
Binge Watcher
2 years ago

Hi John -

Please read all the previous comments on this subject (I am not being sarcastic nor angry, just frustrated with Roku.). I went on vacation in mid April to return to 2 Roku Ultras flashing lights that would/could not connect to a "Wired" configuration. They will connect through a "Wireless" connection but that is not what I want/need on my intranet.
 
I have replaced the cables at least 4 times maybe more (I have lost count): once with a used Cat5e; once with a new Cat6 ; once with a new Cat5e right out of the sealed bag from a vendor; and once with a new Cat6 right out of the sealed bag from a vendor. All cables pass a cable test with test equipment before being used.
 
I also spent several hours with the ISP (AT&T) hoping they had changed something and testing different scenarios to include the cable swap-out also. Every internet ready device that is connected to the cable(s) ends where the Roku's fail ALL will immediately sense and connect to the internet,
 
I am not your average streamer whining about a poor connection or the devices' inability to connect as advertised. I have 35 years experience in electronics, proprietary computer configurations, system design/test, and software design/test but this scenario is typical with one vendor pointing at another vendor saying it is their issue. Someone "messed up" here and is not taking ownership.
 
Any and all help you can give me is greatly appreciated!
 
Current system : 12.5.5  build 4174-C2  installed 4/27/24 0738
  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi FredZiffel97,

    We apologize for the inconvenience you have gone through. And we express our gratitude for your effort in resolving the issue!

    Please note that we have passed your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

    We'll also contact you privately here in the Community to gather more details. Please keep an eye on your inbox; we'll be in touch soon!

    Your assistance is much appreciated so we can resolve the issue as soon as possible.

    All the best,
    Chel

  • FredZiffel97's avatar
    FredZiffel97
    Binge Watcher
    12 months ago

    Contacted by them and they suggested I try another router and ISP. Did that and reported back to them to have them totally ignore the email that stated the same results with no Wired connectivity.

    I have also researched this issue on the internet and it is a common problem I am not the only person with this issue. What has happened to Roku? Why can't someone take ownership and say the devices failed or we pushed out a firmware/software update that is not compatible with your Roku Ultras and be honest about it.

    How about offering the older updates and let us install them?