Issue Tracking Board

[RokuTakashi]

Hi, @TK128 

Greetings, and welcome to the Roku Community. 

We understand your concern regarding having the same issue as reported by other Roku Community users in this thread. For this issue, kindly be advised that we're currently aware of it, and our team is investigating it further.

As we collect the requested details aforementioned in the above post, these are essential in fostering out investigation for it to be addressed by our team. If you have those details available, we encourage you to post it in this thread.

We hope for your understanding as we work on to resolve the issue.

Best wishes,
Kash

[renojim]

@Blowenblu, if you never have Wi-Fi, you could just set up the TV as a "dumb" TV by bypassing the network setup when you initially set it up.  Your Vizio may have the same option, but you might have to factory reset it.

For a Roku TV, it won't bug you about not having a network connection.  I think it would just show "Not connected" instead of the clock in the upper right corner of the Home Screen.  However, to set up a Roku TV as a "smart" TV you need a network connection.  As I said, you can just bypass that part of the setup and use it as a regular TV.

[Blowenblu]

So if I set up wifi when I'm setting in my driveway at home, there wouldn't be an issue when I'm at a campground connected to campground cable with no wifi? If won't constantly be looking for wifi and popping up on the screen? 

[C0rs3ts]

Hello! So recently I went to this forum to vent about how my tv will not change my wallpaper no matter what I do! But I wanted to share the many other problems I have with this tv, that I would love to resolve(: 

-can’t play anything but YouTube and Netflix, like one would assume when you go to apps you’d see the large variety that we hard working people pay for, yet there’s nothing but Netflix and YouTube. Google told me that it’s because I’m outside of the us or canada. IM IN THE US? THIS TV HAS NEVER LEFT THIS HOUSE? 

- YouTube is constantly buffering, and no it’s not my WiFi, I will go on any other devise in the house including my other tvs and everything runs so smoothly! since I only have Netflix and YouTube, not having one option is severely frustrating. 

-when I turn on my tv it will take no less then 20 minutes for it to realize that I have internet WHEN I KNOW I DO. it will run through this silly little game where it pretends I’m not connected. WHEN I AM. 

-and again my theme/wallpaper is unable to change. 

i believe having this tv to be a privilege, but at this point I’m considering turning people away from Roku as a whole. This “support group” never actually helps and there is no direct email that I can take my matters. PLEASE fix this. 

[renojim]

@C0rs3ts, first things first.  If you're in the US and you're only seeing Youtube and Netflix either something is wrong with you're Roku account or you're using a VPN.  If you're using a VPN, you're going to have problems.  If you're not, something went wrong when you set up your Roku account.  It's all to easy to set up an account in the wrong region through no fault of your own.  If you're not using a VPN, I'd suggest closing your current Roku account, factory resetting your TV, and starting over.  Your experience is not normal.

How to close your Roku® account | Official Roku Support

How to factory reset your Roku® streaming device | Official Roku Support

[renojim]

Only if you tried to launch an app.  If you just wanted to watch OTA channels, it shouldn't be a problem.  You can even have it power on to the last antenna channel watched and you won't even see any of the apps that you wouldn't be able to access anyway.

If worse came to worse (and I don't think it would), you could always factory reset it when your at a campground and just go through the setup telling it you don't have Internet service.  Just make sure you have a working physical remote any time you factory reset a Roku device.

[C0rs3ts]

That’s the thing! I have factory reset my tv OVER 10 times. I deleted every vpn from my phone and even factory reset my phone so I could connect it again. Yet the problem is still occurring after the mannnnyyyy times I have tried. 

[Blowenblu]

Okay, thanks for all the good info. Sounds like what I'm looking for. 🙂

[TK128]

Hi Kash,

Thank you for your reply. Please reference some of the information related to my connectivity issues below...

• Internet Service Provider (ISP): Verizon FIOS
• Router/Modem Brand & Model: Verizon Fios G1100
• Roku Device Details:
  • Roku Ultra
  • Most up to date version 
• Tracker ID: Will provide next time I lose connection
• What troubleshooting steps have you taken so far to try to resolve the issue?
  • Recurring issue after Roku system update approximately May 15 timeframe. Whatever I have streaming starts to buffer and I see Wifi globe on router turn red. 
  • Seemingly at random, multiple apps used (including Disney+, Hulu, ABC News, Fandango/Vudu) showing whatever shows/movies starts buffering, internet stops and crashes my whole router. I can't restore internet services in household until router is reset (turned off/on, also tried factory reset a number of times). Can happen multiple times in one night, but then be ok for a few days, so entirely random. Keeps recurring though so I know it's still an issue. 
  • I've restarted router, factory resort router, bought a new router, factory reset that new router as well, reset connection on Roku, factory reset Roku, unplugged - re-plugged all connections, Reset ONT box, got new ethernet cables, Tried to connect Roku to WIRED - with no solution since it still crashes FIOS router. Tried WIRED connection to brand new TP-Link router and still same issue, so narrowed it down to Roku as root cause (leading me to find this forum). 
  • Also tried disabling WPS in router settings, only connecting to 2G as wireless connection, or Wired connection straight to router, but doesn't fix issue
  • When I factory reset Roku, I did notice that when Roku was installing apps during update, it crashed while it was trying to install Apple AirPlay.  Had to do another full reset and try again. I don't use that  AirPlay at all, so I also turned off thinking that may be the culprit, but still crashes router and loses connectivity after that. 

Anything that you can do to help to help resolve (or provide an update / ETA on fixes\resolution) would be greatly appreciated. I've tried everything on my end to try to fix, but the only other alternative is to not use Roku anymore and switch back to either Fire cube or Google products. 

Thanks and regards,
TK 

[RokuCarly]

Hi Community users!

Thank you for bringing this to our attention. No worries! We're here to help you connect to your network connection successfully.

Please refer to the troubleshooting steps provided above post by @RokuTakashi. If the issue persists after troubleshooting your TV, kindly provide us with he following details so we can investigate thoroughly. 

• Roku device 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 5 times, followed by the Back button 5 times, and provide us with this ID).
• A photo or video clip referring to the issue,

We'll be looking forward to your responses.

Best regards,
Carly