Issue Tracking Board

[RokuTakashi]

Hi, @Frances5740 

Greetings, and welcome to the Roku Community.

We came across your post where you mentioned that you are having trouble connecting your internet to your Roku TV, and we'd be happy to help you to address your concern.

For this instance, let's take some troubleshooting steps for you to perform. Kindly follow the instructions below:

Restart your Roku TV. Use the following steps to restart your streaming device from the Settings menu.

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

Restart your modem and router. Use the following steps to restart your modem and router.

1. Unplug both your modem and router from power
2. Wait 10 seconds and then plug them back in
3. Wait for your modem and router to fully restart
4. Use a phone, tablet, or computer to confirm the internet connection is working
5. Test the connection on your Roku device

For more information, you can visit this support article for guides and further instructions at What should I do if I cannot connect to my home network or the internet?

If the issue is not resolved after the troubleshooting steps performed, please provide the following details for us to investigate this issue further.

• 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 back from you regarding this matter. 

Best wishes,
Kash

[PCB3rd]

My recommendation is what others have suggested as well, a full factory reset. While this should not have to be done, it looks as though Roku does not have a fix and will not have a fix in the near future. So far with a factory reset, mine is reconnecting every time on startup

[PCB3rd]

As one other individual here suggested I too recommend a full factory reset as this has solved my issue... For now. It looks as though Roku has no idea what the problem is or how to fix it. So while this should not be necessary it seems to work.

[emilyann_tx]

I have this same issue. Any solutions yet???

[emilyann_tx]

Having same issue. Don’t want to factory reset if I don’t have too. Logging in to all my apps is a hassle. 

[williasp]

@emilyann_tx 

So far, it looks like factory reset is the only thing that has worked for several posters.  I'm going on four days now with no connection issues.  I'm hoping that continues.  I was skeptical but figured I would give it a try.

[RokuMaryEF]

Hi Community Users,

Thank you for bringing the connectivity issue with Roku TV to our attention and for providing the necessary information. We sincerely apologize for the delay in resolving this matter.

Update: 7/11 Underinvestigation

We want to assure you that our team is actively investigating the issue where Roku TVs are unable to connect following a recent update. We are closely monitoring the discussions on this thread and prioritizing a swift resolution.

We understand the inconvenience this has caused and appreciate your patience as we work diligently to address the issue. Please stay tuned for further updates.

Thank you for your understanding.

Best regards,
The Roku Community Team

[mokesl6]

I have Xfinity and have 4 Roku TVs in the house. Starting this morning all 3 of the TVs with wired connections stopped working and won't even connect using the wireless connection now. The 3 TVs see the wireless network, just refuse to connect. However the 1 TV that was connected wireless has no issues. We have numerous other devices connected both wireless and wired that are not having issues - computers, phones, etc...

I haven't had a chance to reboot the router (due to work and then wife's raid night in WoW) to see if that makes a difference, but restarting the TVs makes none.

Anyone else experience this today?

[Jibun-no-Kage]

TCL Roku TVs will not power up via API commands sent via Ethernet? WiFi is works fine once TV is turned on via remote. Internet works fine once TV is turned on via remote. Wired connectivity works fine once TV is turned on via remote. The issue is, once the TV is turned off, after an extended period of time, typically about 15 minutes or so.

The TCL Roku TVs we have, we have several in our facility, will not respond via the API via Ethernet, either wired or WiFI connection. The TVs just drop off the network, and can not be pinged. This is happening to ALL of the TVs. So this is clearly a software issue. How do we get this fixed?

We need this command and control via Ethernet, because we have a large facility, and we cannot have some one walk around each morning with a stupid remote control turning all of them on. Clearly turning on the TVs work is via the API over Ethernet is a supported function of the device/product, but clearly it needs a software update to address this bug? How do we get this addressed?

LG TVs have the same basic issue, however, their software (WebOS) allows for the send of a "Wake On LAN" packet to the network interface, that wakes the TV up, so that it powers on, and re-initializes the network interface, so in a few seconds the entire TCP/IP stack on the LG TV is functional.  LG TVs power down the Ethernet and WiFi connection when in sleep mode or power off... but do respond to the Wake on LAN packet, in appears that TCL Roku TVs need to implement the same solution!

This is NOT a case where our network is dropping the connection, wired or WiFi, I have setup a monitor and pinged ALL of the TVs, and they return a ping until the TCL Roku TV, after turned off (any method) simply STOPS communicating via Ethernet port or WiFi connection, this happens at the TV end.  Watching the network traffic, it is the TV that is dropping the connection, NOT our network.

[williasp]

Further to my post of July 7, my Phillips Roku TV has connected every day since I did the factory reset.  Fingers crossed this continues.