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Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Level 8

Couldn't connect to Netflix using Roku Express 3930X Model

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Hello Roku Support Team,


I got an issue with my Roku Express 3930X Model where I couldn't connect to Netflix; it just stay in the Netflix "N" Logo and then errors out with the below details.

It started not to work on May 29, 2020 (streaming in HD for months now), error message displayed was NW-2-5 and Code: ui-113.

I've been googling and tried to reset Netflix, Signed-out to all devices, restart ISP, restart ROKU (5 min) and lastly factory reset the ROKU to no avail. However I can view and watch Netflix streams on my IOS device via any ISP without any issues.


Here's the details of my unit:

Model: Roku Express (Roku_3930X)

Netflix Version: (No updates as of today  5.1 build 81129067) nrdapp 2018.1.7.0 / nrdlib 2018.1.7.0 / mdxlib 2018.1.7.0

Roku Software Version: 9.2.1 build 4090-AE

Hope to hear from you soon.

Thanks and stay safe!

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1 Solution

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Level 7

Re: Couldn't connect to Netflix using Roku Express 3930X Model

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Turns out Roku had a system update. This worked for my Roku express. Based on the reply of Roku via twitter. Update system

Home > settings > system > system update

Works fine now. Hope this helps

View solution in original post

5 Replies
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Level 7

Re: Couldn't connect to Netflix using Roku Express 3930X Model

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Same issue here. Roku Express. (Purchased in Philippines) Spoke to netflix csa. No problem on their end. Also did possible work around. Wifi/router Reset and checked with net provider/s. Working well. Same netflix error Nw-2-5.

Deleted channel, re-added channel. Did hard reset on the remote. Error nw-2-5. Same error. 

hope roku find a solution for this. 
#netflixerror

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Level 7

Re: Couldn't connect to Netflix using Roku Express 3930X Model

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Same thing happened to my roku 3900RW, purchased in the Philippines also.  It started just yesterday afternoon (may 29, 2020).  I talked to netflix customer service, tried everything...to no avail.  I hope roku fixes this issue. Please, Netflix is the reason i brought roku.  Please fix this...Please!

#netflix

Roku Express (3900 series)  

Highlighted
Level 7

Re: Couldn't connect to Netflix using Roku Express 3930X Model

Jump to solution
Highlighted
Level 7

Re: Couldn't connect to Netflix using Roku Express 3930X Model

Jump to solution

Turns out Roku had a system update. This worked for my Roku express. Based on the reply of Roku via twitter. Update system

Home > settings > system > system update

Works fine now. Hope this helps

View solution in original post

Highlighted
Level 8

Re: Couldn't connect to Netflix using Roku Express 3930X Model

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Alright. Thanks Barus. 

I just checked mine and Netflix now asked for credentials and I was able to get in without any issue under 9.2.1 build. 

not sure what happened. 

updates to 9.3.0 build works too. 

thank you for the comms and Roku support. 

thanks, stay safe and happy streaming

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