Issue Tracking Board

[makaiguy]

If you have other devices connecting to your network without issue, what WiFi channel number do they report they are using?

[UtahUser]

It's been three weeks since my Roku TV started losing its wifi connection when I power the TV off. I have had almost two years of everything working right.) This is the same problem mentioned here by many others with NO solution from Roku. 

Yes, if I do a Reset Connection, the TV immediately recognizes my Wifi network. However, EVERY time I now have to reenter my password to get the connection up. This is awkward.

The fact that I simply do use the onscreen menus to fix it tells me this is a SOFTWARE issue and not a hardware one. Like many others here, I strongly suspect a Roku software update three or so weeks ago is the problem. 

Why can't this be fixed by now?? 

[Makkinga]

Title. Doesn't matter which network I choose. The tv will run indefinitely otherwise, enabling navigation through all menus. When I try to connect to the internet, however, the TV shuts off.

I can get through all aspects of network connection, but once the list of available networks loads, selecting any one of them causes the tv to turn off.

I have done a factory reset of the TV, and attempted to update the TV with a USB drive, but was informed that my device is already more current than the available download (why would the manual download be out of date?) and a downgrade was not permitted.

Hardware ID: C236X

Sharp Model: LC-58R6+

Software version: 13.1.4 build 1510-C1

[Thordan]

Its ridiculous, Roku clearly is only interested in losing customers. The mods said it was a software issue that the development team is aware of, which it clearly is, yet its been well over a month or more since the first reported issue and they haven't released a patch.

I work in software development, I know that if there is a critical bug in code you don't spend months hmm-hawing about a patch, you try and get it out there ASAP.

We are the people are tech savvy enough to recognize the issue and report it, and there are a lot of us, imagine the thousands of customers that have no idea whats wrong with their TV? Roku acts like they care, but just like other corporate companies they seem to only be interested in distancing themselves from accountability by hiring third-party moderators with no idea whats going on internally in the company who have the job of trying to pacify us with scripted answers and malarkey.

Regarding the factory reset. I won't dare do it. The software version on the OS clearly shows its not received an update in well over a month. A factory reset -- at best -- only kicks this can down the road, and drastically inconveniences you by forcing you to redo literally everything you have set up on your TV. Then, without the actual software patch, its just going to happen again.

I thought Roku cared about its customers, unlike the competitors like Amazon and Apple and Google and was thinking they would try and get this sorted out professionally. I seem to be wrong...

[RokuRiamie-D]

Hi @Makkinga,

Welcome to the Roku Community!

Thanks for letting us know about the issue with your Sharp Roku TV restarting when you try to connect it to the internet. We appreciate the troubleshooting steps you have taken to fix the issue. No worries, we are more than willing to assist you with this concern.

To further investigate this issue, we would like to coordinate this concern with our appropriate team. Kindly provide the details below:

• Roku TV serial number, device ID (these can be all found in Settings > System > About)
• Tracker ID or Issue ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We look forward to your response.

Regards,
Riamie

[Jlsmith5482]

My fiancée and I moved into a place together.  His Hisense Roku would never reconnect to the wifi.  It was the same wifi router from his old place.  Yet my tcl had no issues.  Everytime we turned his tv on without going into settings, power, restart tv; it would not connect to internet.  He went in and settings, advanced settings, and then network connection reset, and network reset!  And it immediately stayed connected to our wifi again!! 

[RokuReynan-L]

Hi, @Jlsmith5482.

We appreciate you reaching us here in the Roku Community!

Thanks for letting us know you've experienced the same issue as the one posted above. Please be aware that the team is still investigating to determine the cause and find the best possible resolution for you. 

We'd like to involve your device in the investigation process and would appreciate it if you could provide us with the following details:

• 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)

We'll wait for your response.

Regards,
Reynan

[Makkinga]

SN: X001005E5UCE

Device ID: S00P807E5UCE

Issue ID: CE-263-652

[Makkinga]

SN: X001005E5UCE

Device ID: S00P807E5UCE

Issue ID: CE-263-652

[RokuJechealR]

Thanks for providing us with your device information, @Makkinga.

Please note that we have passed your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

Your patience and understanding in the meantime is much appreciated.

All the best,
Chel