Issue Tracking Board

[RokuMaryEF]

Hi Community users,

We have received reports that some users with Roku TV are experiencing difficulty connecting to their home network following a recent OS update.

Update (July 18th): We've identified the problem and expect a fix in a future update.

In the meantime, we recommend performing a factory reset. Here’s how:

1. Locate the reset button on your Roku device, which is usually on the back or bottom.

2. Ensure your Roku TV is powered on.

3. Press and hold the reset button for exactly 10 seconds.

4. Watch for a fast-blinking light, indicating that the reset is in progress.

5. Once the light blinks at a normal rate, release the button.

Update: 7/16 - Under investigation

You can attempt the following steps using your remote control to trigger an automatic restart of your Roku device:

• Press the Home button (five times),
• Then press the Up button,
• Followed by pressing Rewind (twice),
• And Fast Forward (twice).

Resolution: Perform a manual factory reset

Previous update: 7/11 This issue is currently being investigated.

To assist us in resolving this, please provide the following information:

• Roku device model, serial number, device ID, and OS version (accessible via Settings > System > About).
• Tracker ID (to obtain this, press the Home button 5 times, followed by the Back button 5 times when the issue occurs).
• What troubleshooting steps have you taken so far to resolve the issue?
• Who is your ISP (internet service provider) and what is the make and model of your router?

Thank you once again for your understanding and cooperation.

Best regards,
The Roku Community Team

[Petergklein]

Model 3941X - Roku Express 4K+ connected wirelessly to the Internet. Powered by USB connection to TV (no spare wall jack nearby). Every time I power on the device and select a channel, I get the error, "Your device is not connected to the Internet." I go through the wireless setup, page through each screen (as my network info is saved from the last time I went through the setup process), select my network and password, the device connects with excellent signal strength, etc.  All is good and the device works normally. If I power off the TV (using the Roku remote), then power it on an hour or a day later, I once again get the "not connected" error, and go through the same step above. Rinse and repeat, same experience every time. The device hasn't forgotten the connection settings because they're there as prepopulated defaults in the network setup screens, it just makes me select them again each time. Any suggestions?

[RokuTakashi]

Hi, @Petergklein

Thanks for posting, and welcome to the Roku Community.

We see that you're having an issue regarding the network on your Roku Express, and we'd be more than glad to assist. As a start, let's troubleshoot this issue. Kindly follow the steps below:

1. Navigate to Settings > System > Advance System Settings > Network Connection Reset > Reset Connection.
2. Then restart your Roku device from Settings > System > Power (skip if no sub-menu) > System Restart. 
3. Restart your modem/router and reconnect your Roku device to your network.

Please keep us posted on how this works, and we'll assist further.

All the best,
Kash

[makaiguy]

@Petergklein-

I suspect your problem is due to powering the Roku from a USB port on the TV that powers down when you turn off the TV, so the Roku shuts down and loses its net connection.  (I  would expect it to reconnect automatically when power is restored and it boots up, but it apparently is not doing that.)  See if the TV has a setting that will maintain power to the USB port all the time, or a second always-on USB port. 

If that isn't an option, try powering the Roku from an outlet to see if that changes things.  For testing purposes you could just run an extension cord.  If that works, if you prefer you could move the Roku nearer an outlet to eliminate the extension cord and use a longer HDMI cord to go to the TV.

[cjcf48]

My Roku streaming stick is already connected to a power outlet, and everytime I turn off the TV and turn it back on, the Roku stick will no connect.

[RokuTakashi]

Hi, @cjcf48

It's always great to see new users around here in the Roku Community.

We understand that you're having an issue regarding your Roku device having an intermittent connection to the network, and we'd be more than glad to assist. For this matter, we recommend following the steps below to resolve the issue:

Reset Network Connection

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select Advanced system settings.
4. Select Network connection reset.
5. Select Reset connection.

System Restart

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

After following the troubleshooting steps below, kindly see if you see any improvements.

Keep us posted.

Best wishes,
Kash

[Mixedbreed04]

Some one help please it’s been a week and I’ve tried everything Onn Roku tv will not connect to my internet. It stopped working out of nowhere and everything else works on my Wi-Fi

[RokuTakashi]

Hi, @Mixedbreed04

Thanks for posting here in the Roku Community.

We appreciate you for reaching out to us for support, and we'd be more than willing to assist. We recommend performing the steps below to resolve the issue.

Reset Network Connection:

1. Press Home  on your Roku remote
2. Scroll and select Settings
3. Select Advanced system settings
4. Select Network connection reset
5. Select Reset connection

System Restart

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

Additionally, you can perform a system restart on your modem/router. Further, we also recommend trying to connect to a hotspot to see if you're able to maintain a connection.

Please keep us posted on what you find out.

Best wishes,
Kash

[LatoyaSB]

My Roku TV will not connect to the house Wi-Fi but if I Hotspot from my phone it will connect and I can watch my  streaming services. What does this mean? Every other device including my FireTV connects and works without any issues. 

[RokuTakashi]

Hi, @LatoyaSB

It's our pleasure to welcome you here in the Roku Community.

Thank you for informing us about the network issue you're experiencing with your Roku TV. We want you to know that we are here to assist you. Have you tried the troubleshooting steps we provided earlier in this thread? Additionally, we suggest restarting your modem/router to see if it resolves the issue.

Keep us posted, and we'll assist you further.

Best wishes,
Kash