Channels & viewing

[vre3947]

Just bought a Roku 4K Streaming Stick (3820R2) and it keeps disconnecting from wifi while watching ESPN. Have reintsalled the app, cleared cache, restarted multiple times, etc., and nothing is working. Every other device in the house is rock solid. The Roku is plugged into power and perhaps 3 feet away from the Xfinity router.

Any assistance would be much appreciated!

[RokuERey]

Hi @vre3947,

Welcome to the Roku Community!

We appreciate you reaching out to us about this. Could you tell us about this? When you say disconnecting while watching ESPN. Have you also noticed this behavior happening to the rest of the channels on the platform?

Tell us more about this so that we can further look into it. Thanks,

Rey

[vre3947]

Thank you for the quick reply. It was just the ESPN app; I tested Netflix shortly after and it worked flawlessly. 

[RokuCarly]

Thanks for clarifying, @vre3947.

We recommend trying to remove the app, performing a system reboot, and then reinstalling it to see if it will make any difference. Follow the steps below to help you:

• Remove the ESPN app: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
• Perform a system reboot: navigate to your Home, select Settings > System > Power ( skip if unavailable) > System restart
• Re-install the app: navigate to your Home, scroll and select Store, look for ESPN, then press Add channel

We need to make sure that these steps have been done precisely to work. Also, kindly try to highlight the ESPN channel tile and then press the star* button on your remote to open the options menu. After doing so, select the option to update the app. 

Please keep us posted on how it goes, and we'll go from there. Hope this helps!

Best regards,
Carly

[vre3947]

Hi Carly,

Yes, I removed the ESPN app, restarted and reinstalled. It kept crashing after just a couple minutes - going from streaming video to a 33% loading screen, and then claiming no network was found. The other app (Netflix) worked flawlessly, so it does seem limited to the ESPN app at this time.

Thank you.

[RokuArjiemar · Accepted solution]

@vre3947,

We appreciate your response,

We're sorry to hear that you are having issues with the ESPN channel. As we've gone through troubleshooting steps and confirmed that your Roku device is up to date and all other channels are usually working, we'll need to get you in touch with the channel publisher directly for further assistance. Don't hesitate to contact them directly to follow up and tell them what troubleshooting steps you've already attempted with us.

Feel free to review our recommended steps for resolving channel-related playback issues here: How to fix a channel playback issue

If you have any further questions or concerns, please let us know.

Thanks,

Arjiemar