Issue Tracking Board

[Blobbydigital]

Insignia and Roku put out a terrible product that drops wifi constantly. Even when I was wired with an Ethernet cable I would somehow lose network connection. Roku is garbage and their customer service matches their products. The fact they don’t have a chat option lets you know they know their products are trash but don’t want to deal with all the pissed off customers dealing with the same exact issues. 

[RokuJohnB]

Hi @Bj53,

Greetings from the Roku Community!

We want to further investigate this issue that you had with your Roku device since it will not connect through your Wi-Fi. Can you please provide the following information below?

• Did we recently make any changes to your network or network provider?
• What error message/code are you getting after trying to connect to your network? (after entering the network credentials)
• Do you have cellular data so we can try connecting your device to your hotspot?

With detailed information, we will be able to assist you further.

Thanks,
John

[ipineda]

Issue ID 78-242-699

model 5317X-Roku TV

seriel 2N002K449178(7D47A2449178

[profkrowl]

I also suspect the update. It only started around that time, and nothing seems to fix it. Tried resetting the driver's and chip, and even that didn't solve it. Only happening with the TV and no other devices. I did notice while on the secret menu that despite it showing not connected on the home screen, it was showing connected to my network on the secret menu. Did a system restart from the power menu and it works again until the next time I shut it down. Really frustrating, especially since the phone app is now worthless. Glad I still had my physical remotes, since I prefer them anyways. The phone is just convenient for when out toddler has misplaced the remotes. Hope they get this fixed in another update.

[RokuTakashi]

Hi, @nverdulla @Sarah726 

Thanks for the post.

We understand that you are having an issue establishing a wireless network. If the troubleshooting steps above did not resolve the issue, we'd like to ask for the information requested above this thread with the post marked as a solution. The information we gather will be forwarded to the appropriate Roku team for further investigation.

We hope your response as we will work diligently on the issue.

Best wishes,
Kash

[Jonny0]

Kash,

Are you going to split this issue back into the original two issues?   The title is now wrong for our issue.

After that is addressed, please post what info that you would like for this issue.

[Karen69]

Exact same issue seems started with the last software update. 

[Ava1959]

i have done that it still don't connect to wifi

[RokuTakashi]

Hi, Community users.

We appreciate you for bringing this to our attention.

Kindly be advised that we have acknowledged the concern you have encountered, and our team is willing to help in resolving this issue. For us to work on it further, we'd like to request for more information.

To assist us in investigating this matter further, please provide the following information (if possible):

• Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
• Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
• Roku Device Details:
  • Model (e.g., Roku Streaming Stick+ 4K)
  • Serial Number
  • Device ID
  • Software OS/Version (You can find this information under Settings > System > About)
• Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.

We hope to hear from you soon with the details requested for our team to work on and resolve the issue.

Best wishes,
Kash

[Bsullivan]

ALL OF MY ROKU TV's (all 4 of them) in my house have not been connecting to the internet for a WEEK!  But my GOOGLE TV has NO PROBLEM connecting to the internet!  SO, THIS IS A ROKU PROBLEM.  NOT AN INTERNET PROBLEM!  Please do an update to FIX THIS!