Issue Tracking Board

[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

[PCB3rd]

As one other individual here suggested I too recommend a full factory reset as this has solved my issue... For now. It looks as though Roku has no idea what the problem is or how to fix it. So while this should not be necessary it seems to work.

[emilyann_tx]

I have this same issue. Any solutions yet???

[emilyann_tx]

Having same issue. Don’t want to factory reset if I don’t have too. Logging in to all my apps is a hassle. 

[aldewacs]

Our issue is a bit different, however I thought I'd add this info in case it rings any bells with someone else.

I have 4 TV's, 2 of which are hardwired-to-network Hisense Roku TV's, and 2 others that use a Roku stick on Wifi, and work flawlessly.

The Hisense TV's have a few issues that may or may not be Roku, or TV, or network, or signal provider issues.  Part of the "fun" is of course trying to get one party to admit "It's us!".

Occasionally at startup, even though we are hard-wired to the network, the TV will state "Not Connected", but will auto-connect after a few seconds.  This may be by design or "normal", I'm not sure, but it's interesting.

Also sporadically, like maybe once or twice per month, the TV just locks up, the remote does not respond, and after 20-40 seconds it restarts.  Fine after that.

Our TV signal (and Internet) comes from vMedia.  When the TV is using the ROKU channel, or any others like Fawesome, Filmrise, Tubi, TED, (etc) or the Antenna, it behaves fine.  But in the morning, when accessing live TV via the vMedia app, it starts the menu at the Time setting of last night, (e.g.) 11 PM or whatever, instead of advancing the menu to (e.g.) 7:30 AM or whatever the current time is.  Hitting the reverse arrow twice  🙂  resets the menu time, and off we go.

I know this sounds trivial, but before we were able to track and duplicate this behavior clearly, much frustration was 'enjoyed' hitting buttons and yelling bad words, for a couple of months.  We even changed some Router settings, and every Roku adjustment under the sun. Nada.

Lengthy tests and fixes were attempted, but these 2 Hisense Roku TV's still behave this way.  Annoying but not fatal.

Is this somehow network related?  It's a mystery.  But because it's only the Hisense-Roku TV's that exhibit this behavior, I suspect it's the Roku Built-in that is not quite as solid as the Roku Sticks, which behave reliably.

My next TV (not due anytime soon) will not have Roku built-in, but will use the stick or Roku box.  I'd shoot for a hardwired network solution and avoid Wifi, although we have a 'good' signal.  Supposedly...

Other comment about Hisense TV:  we have had 3 replacements under warranty in the past 3-4 years.  Thank you, Costco, even though the replacements were all made BEFORE the Costco extended warranty kicked in.

We still like the flexibility of Roku, but these wrinkles add negative excitement.

Who is to blame?  We suspect a combination of factors.  But Wifi is not one of them.

At this point, unless someone has a DEFINITIVE fix, I'm no longer interested in trouble shooting.

[Blowenblu]

Hello,

My question is will the FHD 32" TV work well for my RV where I never have Wi-Fi but will be using over the air antenna or campground cable. I will need to scan for channels each time I move to another campground.

I ask because I now have a Vizio and every time I turn on the TV I get a "Connecting to Internet" screen that never goes away because there is no Wi-Fi signal to connect to. So it makes this TV useless. Can I use the Roku without it constantly asking me to connect to Wi-Fi?

[TiTi_21]

@t1renda We are just waiting for Roku to give us another update. They want us (you) to put this 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). Who is your internet service provider (ISP) and what is the make and model of your router?"

in the community form if you are experiencing this same issue so that they can detect which devices are having issues.

🙂