Forum Discussion

JWP122's avatar
JWP122
Reel Rookie
9 months ago
Solved

Unable to Connect to Internet

I have two Roku devices. One in the living room stopped working yesterday. Does not connect to Internet yet the Roku in bedroom connects fine. I have done factory reset, I have reset and rebooted modem several times. No luck. I then moved the living room device to bedroom and bedroom device to living room. The original living room device works fine in bedroom but now original bedroom does not work in living room. After modem resets the living room device connects but after two minutes disconnects. I get error 014.30 which seems like a general error code. The modem is closer to the living room device. The original bedroom device that is now in the living room and not working is a newer model Roku but both devices had been working fine for quite some time. I have a Xfinity gateway modem. Trying to understand why both devices work in bedroom but not living room and why the device sees my network but won’t connect. Any thoughts or tips to try? I even changed out the HDMI cord. I’ve unplugged the Roku. At a loss. Thanks in advance. 

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

    Hello! JWP122,

    Thank you for posting in the Roku Community!

    We appreciate you contacting us about your issue with your Roku device not connecting to your Wi-Fi. We're pleased to assist you. 

    Troubleshooting steps

    1. Power cycle the Roku device for 30 seconds.
    2. Restart the router.
    3. You can reset your Roku device's network connection by going to Settings > Advanced System Settings > Network connection reset > Reset connection.
      • Note: Before doing so, make sure you know your Wi-Fi 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.

    You can connect your streaming device to a mobile hotspot as a temporary workaround to prevent an issue from occurring.

    For additional troubleshooting steps, please see this article: How to fix internet errors and issues on your Roku streaming device.

    If the issue persists, we recommend performing a manual factory reset.

    Please keep us posted on what you find out. We will happily continue assisting you. We look forward to hearing from you.

    Thanks,
    Arjiemar

     

19 Replies

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    9 months ago

    Hello! JWP122,

    Thank you for posting in the Roku Community!

    We appreciate you contacting us about your issue with your Roku device not connecting to your Wi-Fi. We're pleased to assist you. 

    Troubleshooting steps

    1. Power cycle the Roku device for 30 seconds.
    2. Restart the router.
    3. You can reset your Roku device's network connection by going to Settings > Advanced System Settings > Network connection reset > Reset connection.
      • Note: Before doing so, make sure you know your Wi-Fi 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.

    You can connect your streaming device to a mobile hotspot as a temporary workaround to prevent an issue from occurring.

    For additional troubleshooting steps, please see this article: How to fix internet errors and issues on your Roku streaming device.

    If the issue persists, we recommend performing a manual factory reset.

    Please keep us posted on what you find out. We will happily continue assisting you. We look forward to hearing from you.

    Thanks,
    Arjiemar

     

    • JWP122's avatar
      JWP122
      Reel Rookie
      9 months ago

      Hello,

      I feel it has to do with the network channel selection. It seems when it is on channel 6 it works OK. Then I see it switches automatically to channel 1. The device that is further away from router doesn’t seem to change to channel 1 and works perfectly fine. I know it’s not the device because I swapped devices one being far the other close to router. All my other devices, phone, laptop are connected to my network. I watched Netflix for hours last night no issue. Turn on tv this morning and Roku not connected. 

      • renojim's avatar
        renojim
        Community Streaming Expert
        9 months ago

        The Roku device doesn't select the channel, your router does.  It's probably set to "Auto".  Try setting it to channel 6 and see if it works better.

    • Johnchow's avatar
      Johnchow
      Newbie
      7 months ago

      Not working at all what's going on with ur Roku device is so **bleep**y sorry for my language

    • dnmartell's avatar
      dnmartell
      Newbie
      4 months ago

      I am having the same issues and have done all of those steps that were posted and my Roku TV still doesn’t connect. What do I do now!

      • JWS9518's avatar
        JWS9518
        Roku Guru
        4 months ago

        You will need to provide more details for the users here to help you What model/brand of Roku TV?  What is the error message you get? etc...

  • talk2boyd's avatar
    talk2boyd
    Newbie
    2 months ago

    I called Roku support and after an agonizing 49 minutes for the agents and myself, the solution finally was found.  The agents recognized the error code (password) but could have done a better job with how to present the solution. This will sound like denial but if it can help someone else, I'm willing to share.  The password was still correctly logged into the Roku TV, it had not changed. The solution to change the password to the wifi and then enter the new password into the Roku TV was the solution. However, it was simply a weird work around for the TV to accept the password. The rest of the devices in the home, which had the same old password were working correctly. Some update to the Roku TV or to the Internet Provider software created a disconnect to the old password for just the Roku TV. Oddest thing I ever saw and I've been in IT customer support for over 20 years. I was initially unwilling to accept the solution because the agents assumed the password was entered incorrectly. Repeatedly entering it in over and over was painfully humbling as I knew all other devices were working with the wifi and the password was working great for the tv for 4 months. Letting the customer know that the password itself is the problem and has to be updated rather than blaming the customer for entering the wrong password would have helped the solution go a lot faster.

    • MsCJA72's avatar
      MsCJA72
      Newbie
      2 months ago

      I’m going through this right now. Did all the steps as they instruct to no avail! You are absolutely right! It’s not the internet providers, routers or anything else…it’s ROKU equipment! I have (2) Roku smart tvs and both are  now doing this! My streambar keeps giving me HDMI errors with everything connected properly.  I guess you get what you pay for with them. Changed my WIfi password however it didn’t work for me. I was a fan of Roku past couple of years until today! 

      • JWS9518's avatar
        JWS9518
        Roku Guru
        2 months ago

        MsCJA72 An HDMI error is not an internet connection issue.  That typically means you have a bad HDMI cable or HDMI port on your TV/device or the cable is not plugged in properly.  Try changing HDMI cables and/or checking to make sure the HDMI port is clean of debris.

  • jontalk's avatar
    jontalk
    Roku Guru
    9 months ago

    JWP122Have you tried installing WiFi Analyzer for Android or something similar if an iPhone? This sounds like a channel congestion issue so once installed check to see how many others are using the same channel as the Roku, log into the gateway and change to a channel with less congestion. I feel manual channel selection is superior to Auto Select and gives more control over band and frequency. Hope that helps

  • TiffmomNwife's avatar
    TiffmomNwife
    Newbie
    7 months ago

    My two roku express did this. I tried restarting them multiple times, deleting the networks, unplugging them multiple times, restarting the modem, changing the wifi altogether and factory reset 1 ...Nothing worked until this morning I unplugged both the router and modem and both roku express for a few minutes, when I plugged everything back in they both reconnected, of course I had to type the password for the 1 I factory reseted.

  • Dazzle's avatar
    Dazzle
    Newbie
    3 months ago

    Whoa! Exact same problem! Works well with streambar and not with little express thing. Recognizes my network but doesn't connect. Thanks for asking

    • Dazzle's avatar
      Dazzle
      Newbie
      3 months ago

      Until today it's been fine. AT&T is my internet. I have always been able to fix the problem myself.