Issue Tracking Board

[Ginny_]

Don’t even bother contacting Roku support. They are useless. I told them I already tried resetting the network and their only solution for me was resetting the network…. They told me I would have to contact the manufacturer and I got no answer from them either.

[Trnine]

Exact same issue. Started about a week ago after having the TV for about 3 years. I have to unplug it and it reconnects no problem. If I try and connect when it says no internet I get the bkus spinning circle of death and inky think to do is unplug. 

I won't buy another roku product if the answer is u have to restart or unplug every time. Every other device include my roku “stick” works no problem. 

[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.

[NilDevNull]

This has been happening to me as well. If I watch anything for longer than a few hours, the Roku TV losses connectivity.

When I go to rescan the network to set-it back up, the scan for Wi-Fi connections doesn't work, and I have to reset the network adapter in the settings, wait for the Roku TV to restart, then I can scan for Wi-Fi connection spots, select mine, then I have to reenter the password (annoying as **bleep** with the stupid on screen keyboard - why since the TV has Bluetooth, they just don't allow a bluetooth keyboard to be used I have no clue.)  

In any case, my Wi-Fi signal is high, the network is working fine, the router is working fine (no other device connected loosed internet connectivity), and the signal is fine. This is a problem with the Roku software.

The problem has become so annoying that I'm considering getting a new TV and dumping Roku completely. If they have a known issue that affects every device and they haven't fixed it in over a year, it is just a sign that the company sucks.

I don't need the aggravation and won't recommend Roku to anyone.

[Karen69]

Exact same issue seems started with the last software update. 

[RokuTakashi]

Hi, @NilDevNull 

Thanks for the post.

We appreciate your for sharing this information with us, and we understand the issue you are experiencing with your Roku TV not connecting to the internet connection. We'd like to help in resolving this matter.

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.
• What troubleshooting steps have you taken so far to try to resolve the issue?

Once we gather the information requested above, our team will review this case and investigate it further.

Your response would be much appreciated.

Best wishes,
Kash

[mspljackson]

That is exactly how ove been feeling. This is vryond annoying & completely unnecessary.  I really hope that they are seeing these comments & take some sort of action to fix this issue.