Issue Tracking Board

[TiTi_21]

Hello, 

Roku Device Model- TCL Model 32S301-W

Serial Number- 2N003M025974

Device ID- AM4723025974

OS Version- 13.0.0 Build 24062-08

GC Version: 11.8.15

Tracker ID/Issue ID- 74-270-378

Internet service provider: Spectrum

Make and Model of router: TP-Link AX1800 WiFi 6 Router 

[TiTi_21]

Hello @RokuJharra-Q 

Roku Device Model- TCL Model 32S301-W

Serial Number- 2N003M025974

Device ID- AM4723025974

OS Version- 13.0.0 Build 24062-08

GC Version: 11.8.15

Tracker ID/Issue ID- 74-270-378

Internet service provider: Spectrum

Make and Model of router: TP-Link AX1800 WiFi 6 Router

[TiTi_21]

Hello @RokuJharra-Q 

Re: Roku TCL tv keep losing connection

[Kilsally]

Hi

Tracker ID NJ-270-463

HiSense R50B7120UK

Hardware ID C219GB

SN X00200F5TANJ

Software version 13.0.0 build 24062-AF

S005S3C5TANJ

Connected using wifi on TPlink Mesh homeplug AV1300 linked back to TP Link wifi 6E router. Rebooting those does not resolve the issue. 

This is not a wifi or router issue, I work in Tech Support . My OnePlus phone and Samsung Galaxy S24 are all connected to the same wifi at the time. 

A reboot of the TV solves the issue. It occurs when you first switch the TV on when the unit is in standby. This has only started recently so I presume a software update is responsible. 

[TiTi_21]

Yes, I agree it is not a wifi or router issue. I thought they wanted all the information about our Roku device, router, ISP, etc to try to see where the problem is coming from, but I believe it can be fixed with a new software update because we all live in different cities with different ISP and routers, so there is no way possible it can be a wifi or router issue;

[RokuTakashi]

Hi, @gretalocklear @Jttcook 

Thanks for posting here in the Roku Community.

We understand the issue you are having regarding a network issue, and we're currently aware of this issue as this case is under investigation.

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?

This requested information is essential to our investigation, as our team is working diligently to resolve this matter.

We hope for your response.

Best wishes,
Kash

[t1renda]

I have two year old TCL 65S41 that recently started losing it's connection to the WiFi network every time it goes to sleep (either in power save mode or using the power button on the remote). No other devices have issues. When you wake up the TV "not connected" appears in the upper right corner and no apps/streaming channels work. To restore connection we either unplug and reboot or do a reset in the system menu. This has been happening 4 or 6 weeks. Last firmware update was early June, so it could be that, but feels like it's been happening longer. Any ideas?

Thanks in advance!

[williasp]

I was intrigued by the Factory Reset solution proposed by @Domamari since it seemed to solve his connect problem.  I previously tried my own workaround by plugging in an old Roku stick into the HDMI port of my Phillips Roku TV, then setting the TV to go to the HDMI port when it powers on.  That workaround gave me a working TV since that particular Roku stick never had a connection problem in the past.  However, it seemed ridiculous to plug a Roku stick into a Roku TV.

So yesterday (Sat, July 6), out of curiosity, I did a factory reset of the Phillips Roku TV, connected it to wifi and logged into my Roku account.  Setup was easy peasy, just like the first time I did this when I first installed the TV. 

My TP-Link Deco X68 mesh system has three networks: (1) the main mesh network (currently includes both 2.4G and 5G); (2) guest network (currently set to 2.4G); and (3) IOT network (also currently set to 2.4G).  Based on a prior suggestion from a Roku tech support person several months ago, I connected the TV to the IOT network to make sure the TV only saw 2.4G.  At the moment, nothing else is connected to that IOT network.

It's only been one day so no valid conclusions can be reached.  However, I turned the TV on three times today with several hours in between.  It connected each time.  That's promising, but there's no telling what will happen tomorrow or the next day.  I'll give it a week or two and report back.

Clearly, there is some sort of bug that causes Roku TV's to disconnect and fail to reconnect to wifi.  Hopefully, the Roku people can find the bug and fix it - permanently.

[williasp]

I was intrigued by the Factory Reset solution proposed by another poster since it seemed to solve his connect problem.  I previously tried my own workaround by plugging in an old Roku stick into the HDMI port of my Phillips Roku TV, then setting the TV to go to the HDMI port when it powers on.  That workaround gave me a working TV since that particular Roku stick never had a connection problem in the past.  However, it seemed ridiculous to plug a Roku stick into a Roku TV.

So yesterday (Sat, July 6), out of curiosity, I did a factory reset of the Phillips Roku TV, connected it to wifi and logged into my Roku account.  Setup was easy peasy, just like the first time I did this when I first installed the TV. 

My TP-Link Deco X68 mesh system has three networks: (1) the main mesh network (currently includes both 2.4G and 5G); (2) guest network (currently set to 2.4G); and (3) IOT network (also currently set to 2.4G).  Based on a prior suggestion from a Roku tech support person several months ago, I connected the TV to the IOT network to make sure the TV only saw 2.4G.  At the moment, nothing else is connected to that IOT network.

It's only been one day so no valid conclusions can be reached.  However, I turned the TV on three times today with several hours in between.  It connected each time.  That's promising, but there's no telling what will happen tomorrow or the next day.  I'll give it a week or two and report back.

Clearly, there is some sort of bug that causes Roku TV's to disconnect and fail to reconnect to wifi.  Hopefully, the Roku people can find the bug and fix it - permanently.

[RokuJanadeeK]

We appreciate the follow-up, @Semag.

Rest assured, we have collected and forwarded the following details to the appropriate Roku team for review and further investigation. We appreciate your patience and understanding in the meantime. Should an update be available for this concern, we'll promptly let this thread know.

Let us know if you have further inquiries regarding this.

All the best,
Janadee