Issue Tracking Board

[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

[Shanna01]

Update: Now it’s stuck in a failed update loop due to it not being able to connect to WiFi @support1 please help

[Shanna01]

I got it to go back to normal but now it’s still not connecting to the internet 😑

[mokesl6]

I have Xfinity and have 4 Roku TVs in the house. Starting this morning all 3 of the TVs with wired connections stopped working and won't even connect using the wireless connection now. The 3 TVs see the wireless network, just refuse to connect. However the 1 TV that was connected wireless has no issues. We have numerous other devices connected both wireless and wired that are not having issues - computers, phones, etc...

I haven't had a chance to reboot the router (due to work and then wife's raid night in WoW) to see if that makes a difference, but restarting the TVs makes none.

Anyone else experience this today?

[Jibun-no-Kage]

TCL Roku TVs will not power up via API commands sent via Ethernet? WiFi is works fine once TV is turned on via remote. Internet works fine once TV is turned on via remote. Wired connectivity works fine once TV is turned on via remote. The issue is, once the TV is turned off, after an extended period of time, typically about 15 minutes or so.

The TCL Roku TVs we have, we have several in our facility, will not respond via the API via Ethernet, either wired or WiFI connection. The TVs just drop off the network, and can not be pinged. This is happening to ALL of the TVs. So this is clearly a software issue. How do we get this fixed?

We need this command and control via Ethernet, because we have a large facility, and we cannot have some one walk around each morning with a stupid remote control turning all of them on. Clearly turning on the TVs work is via the API over Ethernet is a supported function of the device/product, but clearly it needs a software update to address this bug? How do we get this addressed?

LG TVs have the same basic issue, however, their software (WebOS) allows for the send of a "Wake On LAN" packet to the network interface, that wakes the TV up, so that it powers on, and re-initializes the network interface, so in a few seconds the entire TCP/IP stack on the LG TV is functional.  LG TVs power down the Ethernet and WiFi connection when in sleep mode or power off... but do respond to the Wake on LAN packet, in appears that TCL Roku TVs need to implement the same solution!

This is NOT a case where our network is dropping the connection, wired or WiFi, I have setup a monitor and pinged ALL of the TVs, and they return a ping until the TCL Roku TV, after turned off (any method) simply STOPS communicating via Ethernet port or WiFi connection, this happens at the TV end.  Watching the network traffic, it is the TV that is dropping the connection, NOT our network.