Discussions

[AmJan]

My Hisense Roku tv won't stay connected to the internet.  I've tried everything...rebooting tv and modem, YouTube video tricks, etc. I figured the tv was done and switched with a different Hisense Roku tv and instantly the new tv won't stay connected.  I can see in the forum that people have fixed the issue,  please help!!

[RokuCarly]

A warm welcome here at the Roku Community, @AmJan!

We appreciate you reaching out regarding your network issues. No worries. We'd be more than willing to find you the best resolution possible.

May we first know who your internet service provider is? Are you using a VPN? Kindly try to contact your internet service provider and let them reboot your network connection on their end to see if the issue still persists. In addition, how many devices are currently connected to your network? 

The best course of action will be suggested once we have a better understanding of the situation. We'll be anticipating your response.

Kind regards,
Carly

[junglejim1162]

I have the same problem.  I have reset my connections multiple times.   The only fix is to restart the system.  It stays connected for as long as I am watching, but it I let it go to sleep, it disconnects and has to be reset again.  All of my other devices connected to the internet are not having a problem, so I know that it is not an internet service problem.  I also tried cycling my wifi and modem, but the problem prevails.  This has been going on for about a week.  Has there been a recent software update that might be causing this?

[RokuJechealR]

Hi @junglejim1162,

We appreciate your first post to the Roku Community!

Thanks for letting us know about the connectivity issues you've experienced on your Roku device and the steps you took to resolve them.

Please be aware that we are currently aware of this issue, and our engineering team has been investigating it closely to determine the cause and find you the best resolution.

In the meantime, please provide us with the required details so we can send additional information for the investigation, such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Feel free to keep us posted with the details.

All the best,
Chel