Discussions

[KMhere]

I have restarted both the TV and the router.  The TV network connection mentions my router and states the signal is "excellent," but it doesn't connect.  I called Xfinity, and they said everything is working fine on their end.  Help!

[RokuJechealR]

Hi @KMhere,

Welcome to the Roku Community!

We understand you are having connectivity issues with your Roku TV, and we apologize for any inconvenience this may have caused.

Is this your first time setting up a Roku device, or does the issue occur after or before an update?

To assist us in resolving this, please provide the following information:

• Roku device model, serial number, device ID, and OS version (accessible via Settings > System > About).
• Tracker ID (to obtain this, press the Home button 5 times, followed by the Back button 5 times when the issue occurs).
• What troubleshooting steps have you taken so far to resolve the issue?

In the meantime, we recommend performing a factory reset. Here’s how:

1. Locate the reset button on your Roku device, which is usually on the back or bottom.

2. Ensure your Roku TV is powered on.

3. Press and hold the reset button for exactly 10 seconds.

4. Watch for a fast-blinking light, indicating that the reset is in progress.

5. Once the light blinks at a normal rate, release the button.

Please keep us posted on what you find out, and we'll continue assisting you from there.

All the best,
Chel