Discussions

More than a smart TV—a better TV. Learn more about using your Roku TV, locate help resources, and share your experience.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
PopcornNRoses
Level 7

Losing internet connection on a wired system with my TCL-Roku TV

Hi - we have a TCL-Roku TV, and after a software update about three weeks ago, we starting having issues several times a day when the set will tell us it's disconnected, even though it's a hard wired Ethernet connection with our cable router, and everything in the house is still working.  We'd never experienced this problem until after the most recent software update. It generally will clear up once we exit the program we're using and do a connectivity check, but occasionally, it will not reconnect with that check until AFTER we go back into our cable TV setting and back out. I looked around on the software screens on the machine and it says we're on the current update. Is there any way to fix this issue? It's becoming quite an irritant. I mean, it was only happening every couple days at first, and now as noted above, it's happening multiple times a day.

0 Kudos
1 Reply
RokuDanny-R
Roku Employee
Roku Employee

Re: Losing internet connection on a wired system with my TCL-Roku TV

@PopcornNRoses 

Thanks for the post.

When your TV notifies you that you are disconnected, are you unable to continue streaming content or does it halt all playback?

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)

With more information we will be able to investigate this issue further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos