Discussions

[RokuCarly]

Hi, @The_Cape @DarthVHF.

Greetings from the Roku Community.

Thanks for letting us know about the issues you've encountered with establishing a network connection to your Roku TV. No worries! We'd be happy to help you find the best resolution possible.

Before proceedings, kindly provide us with additional information such as follows:

• Did your TV receive any software updates prior to this happening that might trigger the issue? 
• 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)
• Internet service provider

Once we have this specific information, we'll be able to assess your concerns better and provide you with the most accurate resolution.

We'll be looking forward to your response.

Best regards,
Carly

[DarthVHF]

Here is the requested information. Please see below:

Scenario:  Roku TV keeps losing internet connection.   

Troubleshooting Performed:  Reset WIFI connection and checked router, and moved it closer, and re-checked all connections.   Currently, I have to unplug TV and plug it back in to restore WIFI and it stays connected for a few hours and then loses the connection again. 

Issue ID:  20-315-085

Serial Number:  YN00P7799820

Software Version:  13.1.4 

Build:  1510-38

[kinFuq]

My Roku TCL TV has recently started disconnecting from my google fiber internet. When I attempt to reconnect I get error messages. So far my only solution is to reset my network connection, once I do that I have perfection connection. But I have to do that every time I turn on my tv. I’m have no connection issue with any of my other devices, but I reset my internet anyway. I also reset the TV itself. From what I’ve gathered other people are having this issue but Roku just tells them to reset everything and then ghosts. Hopefully this works better. 

So recap- I’ve reset everything. But I cannot continue to have to reset my internet connection every time I want to watch tv.

Thanks! 

[donquixote23]

I've tried all these steps and they don't work. The only thing that works is to unplug my router and my Roku, restart the router, then restart the Roku. But that only works for about ten minutes, then I lose connection again.

[Lynn77]

I've tried it all says, Roku has disconnected me from wifi network.  After 9 years, I guess I'll have to return to cable!

[ToMay]

Turn off controlled by mobile apps. ROKU tries to connect to devices with firewalls knock the entire network offline. Have log to prove. I recently setup Youtube to make comments from phone. This is an example of why ROKU wants network access. My router won't allow it. Advanced system settings , Controlled by mobile apps, turn it off. was disconnecting every 10 minutes or so hasn't happened since changing this setting. 

[RokuJechealR]

Hi @ToMay,

Welcome to the Roku Community!

Thanks for letting us know about the connectivity issues with your Roku device. Please tell us more details so that we can better understand the problem you are having.

• When did the issue start?
• What Roku device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV)
• Are you connected to a public or private network, and have you tried restarting it?
• How far is your Roku device from your network router?
• What error message or code are you getting after trying to connect to your network? (after entering the network credentials)
• Have you recently made any changes to your network or network provider?

We look forward to hearing from you and looking closely into this issue. Thank you!

All the best,
Chel

[ToMay]

Yes I should amend this. I was not adept at troubleshooting. After the problem recurred I read the routers log. The MAC address, which is what anyone troubleshooting this should find with the exact timestamp of when the outage occurred. If this happen copy log to text to facilitate cut and paste. One by one go through the offending MAC. The one with the exact time stamp is the problem period, six grade stuff. So I guess I have to admit this since it is fixed my bad MAC Samsung. When I had messed with everything I completely forgot about the in TV connection. Haven't used it in years but recently after the brick boot from Vizio had to start using my Samsung from the other room and it insist on having a connection. It had the ethernet cable hooked up so it wanted to see a connection. the ether7 was a clue as well. I really dont think it was the roku my only beef is that the new ultra you sent has no backlight remote. If your tech that I talked to had allowed me to send him the lines from the router log via email I feel with his experience would have seen it right and been able to attribute it proper MAC Thanks