Discussions

[Soldnerj]

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??

[dkay83]

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

[renojim]

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.

[RokuDanny-R]

@Soldnerj 

Thanks for the post.

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

Thanks,
Danny

[Soldnerj]

It happened last night with latest update. 

[RokuDanny-R]

@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

[1angler]

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

[RokuDanny-R]

@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

[Soldnerj]

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

[RokuDanny-R]

@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