Issue Tracking Board

[makaiguy]

@Queenburleigh-

There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of them can be set by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

• ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
  There are several possible causes. If you have one of these situations, see "Reconfiguring Router", below.
   
  A) 2.4 GHZ WIFI BAND TURNED OFF
  Some recent router updates have turned off dual band routers' use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ non-4K models (model numbers below 3940) and Premiere/Premiere+ (model numbers below 4620), are lower end units with single band WiFi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have a 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
   
  B) WIFI CHANNELS 12-14
  In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 that are used in other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
   
  C) DFS CHANNELS
  All Rokus with dual-band WiFi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165.
  
  Channels between these two ranges are reserved as Dynamic Frequency Selection (DFS) channels and are shared with other uses such as military, radar, and weather. Only some of the newest Rokus using the latest WiFi processors can receive these DFS channels.
  
  Many home use modems do not include the DFS channels but some do, so if yours is a dual-band Roku that cannot find your WiFi network, try setting your router to NOT use DFS channels. If your router supports DFS channels and you can't turn them off, make sure you aren't using an auto setting that could select DFS channels.

Reconfiguring Router
Thanks to forum user @AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

If your problem was not caused by any of the above, a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may allow the connection to be reestablished. Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you have no "Power" option, under "Settings > System", or if more convenient you can just pull the Roku's power for a few seconds and let it restart.

[bobt12]

I had the same problem with my Hisense Roku tv. After an hour of doing everything (my connection was over 100mbps) I hooked up my Roku Stick, and provlem solved, my Roku apps work fine now. Screw the proprietary Hisense Roku interface. It's garbage.

[Suze417]

Mine was working fine until recently and started doing the same thing - every time I turn it on, I have to either unplug and plug back in, or go to restart in the settings menu - then it automatically reconnects itself to the internet 

[RokuJanadeeK]

Hi Community users!

Thank you for keeping us informed. We understand that you're having network issues with your Hisense Roku TV.

The appropriate support team would like to investigate this further. Could you provide us with the following information?

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (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

Once we have gathered a few more pieces of information, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[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