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Soldnerj
Level 8

Wireless MAC all zeros after firmware update reboot

My HiSense Roku TV ran a system update tonight, and upon reboot lost its wireless connection. When I went to reconnect wireless it stares that the MAC is 00:00:00:00:00:00 and cannot connect. Tried a network reset and then a factory reset, to no avail.  Anyone have any ideas??

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101 REPLIES 101\
dkay83
Level 7

Re: How to Find MAC Address?

My roku tv is showing all zeros on the mac address.  How can i fix this?

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renojim
Community Streaming Expert

Re: How to Find MAC Address?

That's not good.  Try unplugging it for a few seconds and then plug it back in.  If that doesn't work, try a network reset from Settings->System->Advanced system settings->Network connection reset (I'm not sure that option is available for TVs).  The last thing to try is a factory reset from Settings->System->Advanced system settings->Factory reset.  If none of those work, you'll have to contact your TV's manufacturer.  Roku only provides the OS, not the hardware.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wireless MAC all zeros after firmware update reboot

@Soldnerj 

Thanks for the post.

Can you please let us know when you started experiencing this issue?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Soldnerj
Level 8

Re: Wireless MAC all zeros after firmware update reboot

It happened last night with latest update. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wireless MAC all zeros after firmware update reboot

@Soldnerj 

Thanks the for the information.

We would recommend trying to troubleshoot with the following steps:

If the TV has Ethernet connectivity, trying connect to wifi and let it fail. Don't reboot the TV, and connect through Ethernet. Let it sit overnight and then try downgrading to OS 9.2 (through a USB) and try connecting to wifi again.

For information about how to use a USB update, visit our Support page here: https://support.roku.com/article/212361468

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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1angler
Level 7

Re: Wireless MAC all zeros after firmware update reboot

same thing happened to me  this is not right, Roku ??

 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wireless MAC all zeros after firmware update reboot

@1angler 

Thanks for the post.

If you are experiencing this issue, please feel free to send me a PM with the following information:

-TV Brand and Model
-Serial Number
-Device ID
-OS ver/build
(these all can be found in Settings > System > About)
-summary of the issue you are experiencing and when this started to occur


Thanks,
Danny

Danny R.
Roku Forum Moderator
Soldnerj
Level 8

Re: Wireless MAC all zeros after firmware update reboot

Danny, how can I get the 9.2 OS download?  Can you please post a link?  Then I will give that a try.  Thanks! 

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to Find MAC Address?

@dkay83 

Thanks for the post.

If you are experiencing this issue, please feel free to send me a PM with the following information:

-TV Brand and Model
-Serial Number
-Device ID
-OS ver/build
(these all can be found in Settings > System > About)
-summary of the issue you are experiencing and when this started to occur


Thanks,
Danny

Danny R.
Roku Forum Moderator
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