Forum Discussion

roksuer's avatar
roksuer
Channel Surfer
2 years ago
Solved

Roku Wireless not working with eero router since 2/13/2020

Has anyone found a solution for this yet?

I'm having same issue. Have already tried factory resetting eeror and roku

tv & player wifi
  • RokuArjiemar's avatar
    RokuArjiemar
    10 months ago

    Hello! collinsbrook,

    Thank you for your post in the Roku Community!

    We appreciate you contacting us regarding your Roku Premiere model 4620x issue with the new update of your Eero router. We are happy to assist you.

    Troubleshooting steps

    1. Power cycle the Roku device for 30 seconds
    2. Restart the router
    3. You can perform a Network Connection Reset on your Roku device by going to Settings > Advanced system settings > Network connection reset > Reset connection. 
      • Note: Before doing make sure you know your WiFi credentials. 
    4. After the network reset, your Roku device will restart, and you will need to return to the Settings menu to set up your wireless network again.

    If the issue persists, you can connect your streaming device to a mobile hotspot as a temporary workaround to ensure it is not experiencing a problem.

    If the issue is resolved by connecting your Roku device to your mobile hotspot, please contact your internet provider and mention that your Roku device is connected to a mobile hotspot.

    Suppose the previous steps did not fix your internet connection issue, and you are comfortable working with networking equipment. In that case, you can visit the article with advanced troubleshooting tips and networking features.

    Thanks,
    Arjiemar

14 Replies

  • Winke's avatar
    Winke
    Channel Surfer
    2 years ago

    Never found a solution, so changed providers.  Helix by Videotron works great.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi roksuer Winke,

    Welcome to the Roku Community, and thanks for keeping us posted!

    We'd love to investigate further with this issue that you're having. May we know what troubleshooting steps you have taken so far? What Roku device are you using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify)

    We'll wait for your response.

    Thanks,

    John

    • Fresh_Mint's avatar
      Fresh_Mint
      Reel Rookie
      2 years ago

      John this is not a new problem. I have this issue with my roku express and my roku soundbar. I believe it's a general issue for Roku devices on an eero network. 

      Simply put, the Roku will not be able to access services vis the eero managed network. I suspect there is a firewall block that is causing this. If you set-up a guest network for the eero (i.e. its operating in the DMZ) it appears to work fine.

      Roku needs to find out what the eero is doing to prevent it from working when behind the firewall.

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi Fresh_Mint, roksuer,

        Thanks for keeping us posted here in the Roku Community!

        We appreciate you providing these details. What error message are you getting when trying to connect to the network? Have you tried reaching out to the Internet service provider?

        Please check out this support article on connecting your Roku streaming device to the internet, and make sure to follow the troubleshooting listed at the bottom of the article to see if it fixes the issue.

        Let us know how it goes, and we'll be glad to further assist you.

        Kind regards,

        Eunice

    • roksuer's avatar
      roksuer
      Channel Surfer
      2 years ago

      Hello,

      Onn Roku TV C251x- 100021261

      Eero pro router

      Arris surfboard 6183 docis 3.0 modem- on the approved list for my isp

      Exact issue: launching apps won’t work, cannot install/ uninstall apps, if apps do work freezing within apps, unable to check for roku updates

      Steps taken

      1. Software update of roku tv – 12.5.0 build 4176-ce
      2. Network connection reset- roku
      3. Factory reset roku TV
      4. Factory reset eero
      5. Factory reset arris modem
      6. Disable eero plus security feature – Advanced security threats
      7. Disable wpa3 on eero
  • Fresh_Mint's avatar
    Fresh_Mint
    Reel Rookie
    2 years ago

    Try adding it to the guest network. That works fine for me. It's a bit of a pain as my phone is on the normal network so you can't use some features but otherwise it works fine for me like this.

    I suspect Roku is using a port for coms with the service which is firewall blocked by the eero but without knowing what ports it uses there is no way to configure it open.

  • collinsbrook's avatar
    collinsbrook
    Newbie
    10 months ago

    The latest Eero update, 7.5.0, knocked out my two model "4620X" Rokus. They boot up to the "Home" screen and then become completely unresponsive.  My two model "3940X" Rokus (4K) still work.

    • RokuArjiemar's avatar
      RokuArjiemar
      Retired Moderator
      10 months ago

      Hello! collinsbrook,

      Thank you for your post in the Roku Community!

      We appreciate you contacting us regarding your Roku Premiere model 4620x issue with the new update of your Eero router. We are happy to assist you.

      Troubleshooting steps

      1. Power cycle the Roku device for 30 seconds
      2. Restart the router
      3. You can perform a Network Connection Reset on your Roku device by going to Settings > Advanced system settings > Network connection reset > Reset connection. 
        • Note: Before doing make sure you know your WiFi credentials. 
      4. After the network reset, your Roku device will restart, and you will need to return to the Settings menu to set up your wireless network again.

      If the issue persists, you can connect your streaming device to a mobile hotspot as a temporary workaround to ensure it is not experiencing a problem.

      If the issue is resolved by connecting your Roku device to your mobile hotspot, please contact your internet provider and mention that your Roku device is connected to a mobile hotspot.

      Suppose the previous steps did not fix your internet connection issue, and you are comfortable working with networking equipment. In that case, you can visit the article with advanced troubleshooting tips and networking features.

      Thanks,
      Arjiemar