Hey Connerjflynn
Thanks for bringing this to our attention.
Could you provide us the following information:
-Roku device model
-Serial number
-Device ID
-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 5 times, followed by the Back button 5 times)
-Internet Service Provider
-Router make and model
-Steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.
All the best,
Kariza
Having the same issue with one device. Other Roku devices connect just fine. Did a restart disabled ping and did a factory reset. Can’t even set up the device now because it won’t connect.
Version 91A.00E04209A
S/N YH0007E848594
Device ID K428978488594
Please assist me over the telephone to solve my problem. On my television, my roku will not connect. I have tried everything and it still will not connect.
I have internet access on my laptop and pad. I also have Hulu access on these devices but NOT on my TV. Please assist me!
I have same problem it updated and then I factory reset itself after freezing now I can't set it up or get online ? Help
chtroublechgrim, we need more information. Where in the setup process is it failing? Details would help tremendously.
Roku device model - 3920X
-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure
-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(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 5 times, followed by the Back button 5 times) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working
-Router make and model - Premier
-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset
My roku was working on Friday and ever since than it won’t connect to the internet /WiFi. I have followed the steps on the roku thousands of times to resetting the roku to resetting my router. Which neither of that worked, than to resetting my factory reset which deletes everything I have to like restarting my roku like the first time but with the only problem is now I can’t get pass the wifi setup after selecting English to setting up the WiFi connection and it still won’t connect to the internet/WiFi connection when my wifi is at excellent connection. My phone, tv, and other Devices are connected to my wifi, and I still can not get my roku to connect
Hi Jrose88
Thanks for the post.
If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: How to connect your Roku device to the internet using Wi-Fi or Ethernet
Furthermore, if the affected device is either a Roku Express or Roku Premiere, please note that they are only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. You can check your device model by navigating to Settings > System > About.
You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.
Let us know if this works for you!
All the best,
Kariza
I have the same problem w/reconnecting to the internet. followed all steps seen on you tube. please help
SWD
Mine is doing the exact samething
I cannot get back on Roku. But I have a strong wireless signal
I have the same issue. Signal strength is excellent, and takes me resetting the Roku 6 to 10 times and wastes 20 mins of my time...every day
Thanks for the posts.
Can you please provide more detailed information about the issue you are experiencing? What Roku model device are you using to try to connect to your wireless network? If you have other Roku devices that are able to connect, what Roku model devices are those? In addition, who is your ISP (internet service provider) and what wireless frequency is your router set to?
With more detailed information, we will be able to assist you further.
Thanks,
Danny
Roku device model - 3920X
-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure
-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(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 5 times, followed by the Back button 5 times) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working
-Router make and model - Premier
-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset
I am having the same issue with the same model 3920X Premiere unit. An error message that comes up is "Unable to support USB device". I have 2 other ROKU devices connected to my network that are working satisfactorily.
Do I need to throw this away and get another streaming device?
Model-8522x
Sn-YK009H791442 (LD7009791442)
SOFTWARE VERSION- 11.5.0 ●BUILD 4312-AN
ISSUE ID- 42-472-164
Hello Sydnaenae
Thanks for posting in the Roku Community!
I'd be delighted to take a closer look to see how we can assist. Do you receive an error code or message when connecting to the network? Did you try to connect the device to your home network or to the router?
Furthermore, if the affected device is either a Roku Express or Roku Premiere, please note that they are only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your hotspot is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. You can check your device model by navigating to Settings > System > About.
If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: How to connect your Roku device to the internet using Wi-Fi or Ethernet.
Keep us posted with the details.
Regards,
Karla
I’m having the same issue. I have reset the modem and the roku player.
Hello Everyone,
Thanks for the info!
Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express/Premiere is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum.
All the best,
Irene
I did this and so far it seems to be working well. Thank you.
Yeah I gave roku every bit of the info they asked you for THEN they wanted me to register my roku which I know I did when it was new but suddenly they have no record of it. So roku isn't going to do anything to help. I reset my router and my toku every possible way then when that didn't work I went and got a new router and that didn't work either. Rku is not interested in helping in this situation because Iam sure it is a hardware malfunction.
This has happened to me quite a bit. My solution is to find an alternate network connection and connect to it with the Rokiu. Once you have a successful connection, switch the network settings back to your original connection. It’s a bug in the software. Maybe something is going on with it when you disconnect power? Just a guess but this has always worked for me.
Mine is doing the same thing i've restarted everything multiple times but it still won't let me connect so i can't even get past the set up page
I'm also having the same problem
Thanks for the posts.
Can you please specify the issue you are experiencing? What Roku model device are you using? Are you able to connect to an alternate wireless network, such as a mobile hotspot, to see if you are able to connect? Who is your ISP (internet service provider)?
With more detailed information, we will be able to assist you further.
Thanks,
Danny
