Issue Tracking Board

[williasp]

I have a Phillips Roku TV, so Roku is built in (i.e., no stick).  It worked well for a couple of months, then suddenly "no connection."  Not only is there no connection when I turn it on, but then I go to settings and attempt to "connect."  My wifi (Deco mesh system) is recognized and shows a strong signal.  I hit connect, but NO DICE.  It refuses to connect to the wifi it sees. (Yes, the password is correct.)  I unplug the TV for 30 seconds, then plug in and power on.  Occasionally, that works, but mostly not.  I need to unplug TV and reboot my router.  Then when everything is up and running, I have a wifi connection (or, if not, I can reconnect through settings).  I've tried numerous steps, like telling the TV to forget the network and only connecting to the IOT band that is restricted to 2.4G.  The problem persists.  I can turn this TV on in the morning and have a connection, then turn it off for several hours, then turn it on in the afternoon only to see "no connection."  And then I have to go through the multiple reboots mentioned above to get the connection back.  This makes ABSOLUTELY no sense.

I have two other TVs with Roku streaming sticks and have not run into this problem.  In fact, the problem TV (in my basement) is a replacement for a smaller TV with which I used a Roku streaming stick.  I never had a problem with that Roku streaming stick, which is in the exact same location as the problem Phillips Roku TV.  What gives?

Is there a solution short of tossing this TV?  (Is there some way I can use the old Roku streaming stick by plugging it into one of the HDMI ports on the Phillips Roku TV?  If so, how do I get the TV to automatically go to the HDMI channel?  Totally frustrated!!!!!

[williasp]

I have a Phillips Roku TV, so Roku is built in (i.e., no stick).  It worked well for a couple of months, then suddenly "no connection."  Not only is there no connection when I turn it on, but then I go to settings and attempt to "connect."  My wifi (Deco mesh system) is recognized and shows a strong signal.  I hit connect, but NO DICE.  It refuses to connect to the wifi it sees. (Yes, the password is correct.)  I unplug the TV for 30 seconds, then plug in and power on.  Occasionally, that works, but mostly not.  I need to unplug TV and reboot my router.  Then when everything is up and running, I have a wifi connection (or, if not, I can reconnect through settings).  I've tried numerous steps, like telling the TV to forget the network and only connecting to the IOT band that is restricted to 2.4G.  The problem persists.  I can turn this TV on in the morning and have a connection, then turn it off for several hours, then turn it on in the afternoon only to see "no connection."  And then I have to go through the multiple reboots mentioned above to get the connection back.  This makes ABSOLUTELY no sense.

I have two other TVs with Roku streaming sticks and have not run into this problem.  In fact, the problem TV (in my basement) is a replacement for a smaller TV with which I used a Roku streaming stick.  I never had a problem with that Roku streaming stick, which is in the exact same location as the problem Phillips Roku TV.  What gives?

Is there a solution short of tossing this TV?  (Is there some way I can use the old Roku streaming stick by plugging it into one of the HDMI ports on the Phillips Roku TV?  If so, how do I get the TV to automatically go to the HDMI channel?  Totally frustrated!!!!!

[renojim]

I can't help with the TV issue, but you can use your stick on the TV.  There's a setting under Settings->System->Power on the TV to select how it powers up.  You can have it always power on to the stick's HDMI port.  It can get confusing with a Roku device connected to a Roku TV, so it's helpful to use two different wallpapers/themes so you know immediately which one's Home Screen your looking at (and which one's remote you need to use).

[strawberrygal1]

Hello! I have had my roku for a few years with no previous issues. Lately, I will connect to the wifi once starting the tv but by the time I open an app, such as HBO Max, and click on my show - the roku disconnects from the wifi. I try multiple times and it says I have an excellent connection on the network screen and it will connect but then each time I go back to play my show it disconnects again. My phone and other tv have no issues with a bad signal or any issues disconnecting from the wifi - it just seems to be this tv. I live in an apartment complex so I don't have access to the router but I'm not sure if it is an issue there since none of my other devices have any other issues and the roku itself says that it has an excellent signal. I have tried: software update, network reset, disconnecting and reconnecting, doing a restart, doing a hard factory reset, all multiple times. Not sure what else to try, any help is appreciated. This is the onn. Roku tv model 100012589. 

[strawberrygal1]

Hello! I have had my roku for a few years with no previous issues. Lately, I will connect to the wifi once starting the tv but by the time I open an app, such as HBO Max, and click on my show - the roku disconnects from the wifi. I try multiple times and it says I have an excellent connection on the network screen and it will connect but then each time I go back to play my show it disconnects again. My phone and other tv have no issues with a bad signal or any issues disconnecting from the wifi - it just seems to be this tv. I live in an apartment complex so I don't have access to the router but I'm not sure if it is an issue there since none of my other devices have any other issues and the roku itself says that it has an excellent signal. I have tried: software update, network reset, disconnecting and reconnecting, doing a restart, doing a hard factory reset, all multiple times. Not sure what else to try, any help is appreciated. This is the onn. Roku tv model 100012589. 

[Cbgavin]

• Internet Service Provider (ISP): Optimum Altice 
• Router/Modem Brand & Model:  gateway 6
• Roku Device Details:
  • TCL Roku Tv  40S325
  • YK00TH069571
  • Device ID. JAA95T069571
  • Software OS/Version 13.00
• Tracker ID: Please provide this number if possible.
• What troubleshooting steps everytime tv is turned back on I need to do a network reset. The tv then finds the network connection and gets in with an excellent connection but when tv is shut off it doesn’t reconnect  automatically 

[BDCT2024]

Posting our tech issues on this site is a waste of time.  I posted mine a week ago they have yet to do anything.  I installed a ROKU stick and everything is working fine now.

[RokuEmmanuel-D]

Welcome, @strawberrygal1.

Thanks for taking the time to post it here in the Roku Community!

We understand that you're experiencing unintended behavior with your Roku, which keeps you disconnected from the internet. We are here to help you investigate this issue. For further review and case investigation, kindly provide the following information:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Internet Service Provider (ISP)
• Router/Modem Brand & Model

With this information, we can forward the issue to our appropriate Roku Team for a thorough review and to determine the root cause of the problem.

Please keep us posted for faster resolution.

All the best,
Emman

[strawberrygal1]

Thank you for getting back with me! Here is the info requested. 

Device Model: Roku onn model 100012589. 

Serial #: X00700418MFA

Device ID: S06D50918MFA

OS Version: 13

I clicked on my show and it managed to play but as soon as I backed out of it, it had disconnected from the wifi. The tracker ID for that is: FA-263-508. 

Thanks again!

[Jonny0]

Kash,

Any update or outlook?  And are you going to re-split the two issues?

The problem:

The Roku TV always makes the Wifi connection and keeps it, if the TV had a power restart (either thru the home menu, or re-plugging it's power cord).  But the Roku TV never makes a Wifi connection if using the remote control to power the TV on.   So obviously the TV software made a change a weeks ago regarding what the TV does when turned off by the remote, turned on by the remote control, or both.  The software programmers should be looking into what code they changed in this area (in early June?), and how this code is different from a power restart.