Issue Tracking Board

[Frances5740]

To whom may corner. I'm having trouble connecting my internet to TCL roku TV not working 

[Semag]

@nverdulla not sure what you mean? I still use my Roku TV, my family is just angry with me that they have to reset it every time they want to watch something. 

I said, “guys, you gotta give the engineering team a chance for a couple weeks, we’ve got a ticket open and @RokuJanadeeK and @RokuJharra-Q have got our back!”

[kgreene1900]

Model c129 Roku TV software version 13

0.0 build 24062-93

Gc version 11.8.15

2024-0708T08:38:53Z

Issue id A1-272-678

I have reset the t.v. rebooting. Unplugging, and was able to back door update by using the secret reboot with backup wifi. Indicating the TV o.s. is not allowing recognition of the Wi-Fi at all. Other devices using both 2.4G and 5G see the router as availing, and connect successfully. Including a Samsung s22 ultra and S23 ultra.

 The set up attempting to scan does not see any networks in the area. Nor using private ssid, and password allow for reconnecting. I have attempted also a factory reset as a final measure to reset the internal settings. With out being able to recognize any of the Wi-Fi networks.

The hidden menu allowed for an update to the included apps of the t.v. but did not have any setting to allow reconnecting after the initial updating of the o.s. and apps.

[gretalocklear]

Doesn't a factory reset erase everything?  I do not want to redo all that I have saved on my TV.

Thanks

[Tstowers81]

I'm having the same issue. TV is only a year and a half old. Every day now for three weeks I have to reset network before I can even search for my wifi. This is the only thing in my house having an issue. This is very annoying. 

[RokuJharra-Q]

Hi Community Users,

Thank you for keeping us posted!

We appreciate you for providing us with the requested details! We will forward your information to the appropriate Roku team for review and we appreciate your patience as we work on this.

Please let us know or create a new thread if you have any other concerns. We are here to listen and take action.

Best regards,
Jharra

[RokuTakashi]

Hi, @Frances5740 

Greetings, and welcome to the Roku Community.

We came across your post where you mentioned that you are having trouble connecting your internet to your Roku TV, and we'd be happy to help you to address your concern.

For this instance, let's take some troubleshooting steps for you to perform. Kindly follow the instructions below:

Restart your Roku TV. Use the following steps to restart your streaming device from the Settings menu.

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.

Restart your modem and router. Use the following steps to restart your modem and router.

1. Unplug both your modem and router from power
2. Wait 10 seconds and then plug them back in
3. Wait for your modem and router to fully restart
4. Use a phone, tablet, or computer to confirm the internet connection is working
5. Test the connection on your Roku device

For more information, you can visit this support article for guides and further instructions at What should I do if I cannot connect to my home network or the internet?

If the issue is not resolved after the troubleshooting steps performed, please provide the following details for us to investigate this issue further.

• 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.

We hope to hear back from you regarding this matter. 

Best wishes,
Kash

[RokuJharra-Q]

Thank you for the added information, @TiTi_21!

We have received your information. Rest assured, the appropriate team will review this for further investigation. Thank you so much for your cooperation. We hope to get everything sorted out soon and appreciate you bearing with us in the meantime.

Best regards,
Jharra

[RokuCarly]

Welcome to the Roku Community, @kgreene1900!

Thank you for letting us know about the issues you've encountered with connecting your TCL Roku TV to your network connection. Rest assured that we will coordinate this with the appropriate Roku team to include your device in the process of investigation. 

We also appreciate the details you've provided. However, we need additional information such as follows:

• Internet Service Provider (ISP): 
• Router/Modem Brand & Model:

We'll be looking forward to your update.

Thanks,
Carly

[PCB3rd]

My recommendation is what others have suggested as well, a full factory reset. While this should not have to be done, it looks as though Roku does not have a fix and will not have a fix in the near future. So far with a factory reset, mine is reconnecting every time on startup