Forum Discussion

NoSunHere's avatar
NoSunHere
Binge Watcher
4 months ago

TV/Streaming Device Not Showing in Roku Mobile App

I have 5 Roku devices. In the app on my phone, there are only 4 devices listed in my account. The missing device is a Roku TV.  All 5 devices are listed under one email address. I have performed a factory reset on the missing device and set it up again with the same email address. I have uninstalled and reinstalled the app on my phone. I only have one network and one email address. The television does show up in available devices. When I touch the three dots to edit device details, I am prompted to sign in. When I sign in, I am directed to sign in using the registered account.  UGH! I only have one account.  Yes, if I go to System,  About, on the television,  it shows my correct email address. 

All I want to do here is have Google turn my device off and on. Google can't find the device because it isn't listed on my account.  FYI, it use to be. One day it just disappeared. Please help a girl out! 

 

mobile app
tv & player support

73 Replies

  • Tronstar's avatar
    Tronstar
    Newbie
    12 hours ago

    So my 4k stick model 3820R2 Seems to have a bug and I've tried every trouble shooting tip known to man on this thing. It will not show on any app other than the Roku website. The app only shows my other Roku TV in the devices tab but not the stick. It shows up in the app to control it remotely with my phone, but it refuses to acknowledge my account information and won't show up under the devices in my account tab. This is preventing me from using Alexa. 

    Again I tried EVERYTHING. Is this a known glitch that's being worked on? Or perhaps a defective stick? It worked in the past. I only noticed this problem a few weeks ago. 

    • RokuArcelyn's avatar
      RokuArcelyn
      Community Moderator
      2 hours ago

      Hey there! Tronstar​ 

      It appears that your Roku streaming stick isn’t showing in the connected devices list in the app, which prevents Alexa from controlling it. Our team is aware of this and is actively on it.

      For now, let’s use the steps from our team.

      1. On your Roku device, go to Settings → Network → Check connection. Wait for the “Connection check was successful” message, then click OK.
      2. On your mobile device, open the Roku app and tap Devices. It should detect your Roku.
      3. If it doesn’t, check the following:
        • The router model that both devices are connected.
        • Are either devices connected to the guest network? If so, enable UPnP on the router.
        • Are both devices on the same frequency band (2.4GHz or 5GHz)? If your router uses split SSIDs, connect both to the same band.

      Let us know how it goes!

      Roku Community Team

  • J-N-T's avatar
    J-N-T
    Channel Surfer
    3 days ago

    Several months now and still NO RESOLUTION!  WOW... WTF ROKU?  Now this  with having to download "Smart widgets" app to get rid of demo widgets on screen savers... (Eye roll).  THIS MISSING DEVICE in account NEEDS PRIORITY over everything else...

     

  • YuriPrime's avatar
    YuriPrime
    Newbie
    11 days ago

    Still not fixed? I think this has been an on-going issue for how many months now. 

    • RokuSuzette's avatar
      RokuSuzette
      Community Moderator
      11 days ago

      Welcome, YuriPrime​ 

      We understand how important it is to get your Roku device working with the mobile app right away. Our team is continuing to investigate the issue, and we’ll notify you as soon as an update is ready.

      Roku Community Team 

  • triplee121's avatar
    triplee121
    Reel Rookie
    21 days ago

    I’m having the same problem with my two Roku Streaming Stick 4K but not with my three Roku Streaming Stick+.

    Ive done a factory reset with no luck. My end goal is to get it to show up in my Google Home account. 

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      21 days ago

      Hey triplee121​ 

      It sounds like you're having trouble with your Roku Streaming Stick. To help us look into it, please share:

      • Roku info: Software version, Device ID, and Serial Number (Settings > System > About).
      • Tracker ID: Press Home 5 times, then Back 5 times when the issue happens.
      • Router model: What’s the make and model of the router your Roku and phone are connected to?


      Let us know when you can!

      Roku Community Team

      • triplee121's avatar
        triplee121
        Reel Rookie
        19 days ago

        Here is the info for my two streaming sticks:

        Model

        3820R2 - Streaming Stick 4K

        Serial number

        X02500U366XL

        XO2500ULP497

        Software version

        15.0

         

         

          

        Device ID

        SOJ7337366XL

        SOJ7345LP497

        I have a UniFi DreamMachine (UDM)

  • NoSunHere's avatar
    NoSunHere
    Binge Watcher
    23 days ago

    To be honest, for as stupid this sounds, I don't think the television is recognizing my email address. Hence why it's not listed in my account but listed as a nearby device. When I click on those three white dots and go to Edit device details, I'm taken to a log in screen. I cannot get passed this screen. It keeps taking me back to log in. Keep in mind, I only have one email. I did not use another. I even received the congratulations email at my one and only email address when I set up the television.

     

  • chinaeldy's avatar
    chinaeldy
    Reel Rookie
    24 days ago

    Hi,

    Has there been a resolution to this issue? I'm literally having the exact same problem. I opened a support ticket but they couldn't resolve it so it has been escalated to the engineering team.

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      21 days ago

      Hey chinaeldy​ 

      Our team is still reviewing the issue. Could you please provide the information requested above so we can include it in our ongoing investigation?

      Let us know when you get a chance!

      Roku Community Team

    • NoSunHere's avatar
      NoSunHere
      Binge Watcher
      23 days ago

      Sadly, no! I know this thread is hard to follow. I keep trying to point them in the right direction but it doesn't seem they are grasping the problem.  Keep checking back, I guess... 

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      24 days ago

      Hey chinaeldy​ 

      We're still looking into this issue and haven’t found a fix yet. As soon as we have news, we’ll post an update. Thanks so much for hanging in there!

      Roku Community Team

  • J-N-T's avatar
    J-N-T
    Channel Surfer
    2 months ago

    I've had this EXACT same issue for over a month now.  It's something related to the 4k pro stick.  I had it linked to Google home since day one then out of the blue, Google home said it was removed.  I've tried everything listed and everything everyone else has done to try and get it back so don't suggest anything else to me.  I'm tech savvy and this is clearly something roku has done. 

    I've set up another device since then but it was just an HD device to replace another HD device that was failing due to age. 

    I noticed the setup process between the HD and the 4k pro differ SIGNIFICANTLY when adding them to your account which I surmise is the issue.  

    I too, have been waiting for WEEKS if not over a month, for Roku to fix this.  Every time I respond to the email, I just get the standard response, we are working on this and will have it fixed soon.  Soon..... Over a month soon?? 

    Come on Roku.  Get your stuff together...

  • NoSunHere's avatar
    NoSunHere
    Binge Watcher
    2 months ago

    I only have one email address. I even did a factory reset on my missing Roku television and entered my one and only email address. Nothing changed. 

  • NoSunHere's avatar
    NoSunHere
    Binge Watcher
    2 months ago

    The problem is not that one specific Roku doesn't show up under Devices. The problem is that one specific Roku doesn't show up under Devices in account. Since it does not show up in my account, it cannot be found by my Google Home and this is my (our) problem. 

    • Moladagreat's avatar
      Moladagreat
      Newbie
      27 days ago

      I’m having the same issue. The Boys room TV is missing and I can’t control it through Alexa.

       

      • RokuArcelyn's avatar
        RokuArcelyn
        Community Moderator
        27 days ago

        Welcome, Moladagreat​ 

        You appear to be encountering the same problem where the TV is missing from the connected devices list in the app, preventing Alexa from controlling it. We've shared this with our team, and they're actively working on it.

        In the meantime, let's try the steps suggested by our team:

        1. On your Roku device, go to Settings → Network → Check connection. Wait for the “Connection check was successful” message, then click OK.
        2. On your mobile device, open the Roku app and tap Devices. It should detect your Roku.
        3. If it doesn’t, check the following:
          • The router model that both devices are connected.
          • Are either devices connected to the guest network? If so, enable UPnP on the router.
          • Are both devices on the same frequency band (2.4GHz or 5GHz)? If your router uses split SSIDs, connect both to the same band.

        Let us know how it goes!

        Roku Community Team

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      2 months ago

      Thanks for those extra details! NoSunHere​ 

      Just to double-check, this device is linked to the same account as your others, correct? If not, maybe try doing a factory reset and setting it up again with the same account and see if that helps.

      Let us know what you find!

      Roku Community Team

  • jeff60657's avatar
    jeff60657
    Channel Surfer
    2 months ago

    Any update? It's been 29 days. This is getting riduculous. 

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      2 months ago

      Hello jeff60657​ 

      Thank you for following up—and we apologize for the delay. We understand your frustration, especially with 29 days having passed. Our team is actively looking into this and will provide an update once available.

      They would also like you to try the following:

      1. On your Roku device, go to Settings → Network → Check connection. Wait for the “Connection check was successful” message, then click OK.
      2. On your mobile device, open the Roku app and tap Devices. It should detect your Roku.
      3. If it doesn’t, check the following:
        • The router model that both devices are connected.
        • Are either devices connected to the guest network? If so, enable UPnP on the router.
        • Are both devices on the same frequency band (2.4GHz or 5GHz)? If your router uses split SSIDs, connect both to the same band.


      Let us know when you can.

      Roku Community Team

      • NoSunHere's avatar
        NoSunHere
        Binge Watcher
        2 months ago

        The problem is not that it doesn't show up under Devices (it does). The problem is that it does not show up under Account - Devices in account (it does not). Since it does not show up in Devices in account and the account is what is linked to my (our) Google Home and/or Alexa, the device cannot be located in order to execute verbal commands spoken to Google and/or Alexa.