Issue Tracking Board

[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

[RokuTakashi]

Thanks for keeping us posted, @TK128 

We appreciate you providing the information we requested in this thread. This will help us resolve the issue as we investigate it at the moment.

In the meantime, if available, kindly provide your Tracker ID, Device ID and Roku Device Model Number as a follow-up, (These can all be found in Settings > System > About).

We look forward to hearing back your response.

Best wishes,
Kash

[RokuTakashi]

Hi, @C0rs3ts 

Thanks for posting here in the Roku Community.

We understand the issue you have experienced with your Roku TV, and we're here to assist you in resolving the problem at hand. Upon seeing your post, you mentioned that your Roku TV does not play the apps as expected since it buffers due to the network connection. For this matter, let's try to perform troubleshooting steps to address the issue.

Restart your modem

• To restart your router, check the instructions from your ISP or router vendor. In some cases, you can simply unplug it and plug it back in, and in other cases it may require pressing a reset button on the device.

Connect to a different bandwidth on your network

• Roku TVs are dual-band, which means they can connect to both 2.4 GHz and 5GHz. You can try to connect to each of your networks. For further information related to this, you can contact your ISP to successfully connect to your network.

Connect to a mobile hotspot or a different network

• If available, you can try to connect to a different network or a mobile hotspot to see if you're able to access apps without buffering and network connection issues on your Roku TV. If it works seamlessly, the issue might be rooted in your network and not the TV.

We hope you find this information helpful, and let us know on what you find out.

Best wishes,
Kash

[Blowenblu]

If you read my initial statement: I'm having issues with a Vizio TV and am inquiring about a Roku TV to see if it will work for what I want. And it sounds like it will, thanks.

[RokuCarly]

Warm greetings to the Roku Community, @dhamum2!

We appreciate you informing us about this. We'd be happy to provide further information regarding this matter.

Kindly ensure your Wi-Fi connection is stable and performing well. Sometimes, even with fiber optics, fluctuations in speed or signal strength can cause delays or issues such as this. 

In the meantime, we recommend visiting this support article to help you improve the Wi-Fi or wireless internet connection to your Roku streaming device.

Best regards,
Carly

[RokuMaryEF]

Hi Community Users,

Thank you for bringing the connectivity issue with Roku TV to our attention and for providing the necessary information. We sincerely apologize for the delay in resolving this matter.

Update: 7/11 Underinvestigation

We want to assure you that our team is actively investigating the issue where Roku TVs are unable to connect following a recent update. We are closely monitoring the discussions on this thread and prioritizing a swift resolution.

We understand the inconvenience this has caused and appreciate your patience as we work diligently to address the issue. Please stay tuned for further updates.

Thank you for your understanding.

Best regards,
The Roku Community Team

[Shanna01]

I recently got a new router and all of my other devices connect no problem but my Tv won’t and I’ve tried restarting and factory reseting my tv and both didn’t work