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

[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

[morgan7333]

This happens to me to, about to take this tv back. Ive tried every trouble shooter and nothing fixes it. I think its the brand of tv. Everything else has no issue.

[RokuTakashi]

Hi, @morgan7333 

 Thanks for posting here in the Roku Community.

We understand that you're having trouble connecting your Roku TV to the internet, and we're sorry to hear about the trouble this has caused you. We're here to assist. What specific troubleshooting steps have you already performed? Also, when did you first encounter the issue, was there an update? Further, have you tried connecting to a mobile hotspot?

With more details referring to the issue, we'll be able to assist you further.

Best wishes,
Kash

[RokuJechealR]

Hi @Normdeb72,

We appreciate the response!

Please note that a few recent network connection problems have been reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CAN NOT CONNECT
  Some router updates have changed the router's security setting from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n security.
  
  
• ROKU CAN NOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz WiFi band turned off, leaving only the 5 GHz band operational. Devices with single-band WiFi radios, notably Roku Express and Premiere models (but not Express 4K models), and many other single-band devices, can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku via Settings > System > System restart (for Roku TV it's Settings > System > Power > Restart) will allow the connection to be re-established.

If you need to make configuration changes on equipment supplied by your internet provider but have no access to its settings, you may request your internet provider to make the changes.

All the best,
Chel

[Dreamnest3]

I am having the same issues. Roku gives a message that it has lost internet connection yet every other devices is fine.  The issue is with Roku not the internet.  How do we fix this.

[MrXxx]

To anyone with this issue, please just invest the few dollars it costs for a simple Ethernet cable and hook it up. I don't promise this will eliminate every and all internet connectivity issue, but it WILL eliminate NEARLY all of them 

EDIT: If your router doesn't support enough Ethernet ports, just purchase an Ethernet switch. they're in the neighborhood of lower $20's and will offer you enough expansion for hardwired LAN to suit most people's purposes. I use two, both of which add ten more ports (each using two router ports). This set up has virtually eliminated ALL Wi-Fi issues. Just Google "Ethernet switch." It'worth the effort and minimal expense. Trust me or don't. It's up to you.