Issue Tracking Board

[TM_I]

That's rough, I have several roku tvs also and I've only ever had an issue with one tv.  Try an extender and see if that helps.  Good luck.

[raptor]

I see there are several threads with similar problems but some of my details are different so I am starting a new thread.

I have two Roku TVs that started losing their WiFi connection about 6-8 weeks ago after powering the TV off. Powering the TV on again results in a message in the upper right corner to the effect of "network not connected." When I go to "Setup Network Connection" the scan for networks function never displays any APs when it should display dozens (this is my father's apartment in a densely populated apartment complex).

I then chose the "Reset network connection" option and the TV rebooted. Now when I scan for networks I see dozens including my father's and I am able to connect and use the TV normally. When I turn the TV off and then on later, the ordeal begins again: No network connection and a reset is the only thing that will allow me to reconnect to his network.

Note that every other device on his network is functional during this time. There's no indication of any problem except with his two Roku TVs (Device type: 43" TCL Roku TV). His ISP is Optimum and the cable modem brand is Arris.

Here are some interesting observations that may help:

- When his TV entered a locked-out WiFi state I took the TV to my home where the APs are made by Ubiquiti. Without resetting the network connection, I tried to use the "Connect to Network" function and the TV did exactly what it did at his location: It showed no available APs and just kept scanning for a long time. If I then reset the network connection, my APs all display immediately and I connect without any problem. The TV continues to work reliably across power-on/off cycles.

- This appears to be a strange interaction between the Arris WiFi cable modem and the Roku TV. Arris may be at fault for triggering the problem, but why is the Roku device letting itself get permanently trapped in a state where its WiFi function won't connect to ANYTHING including a new AP?

- His other RokuTV is branded as Westinghouse and is a year older. Both of them behave exactly the same way.

- His Arris WiFi cable modem is located no more than 20 feet from each TV. Signal strength is high and as I said every other device works flawlessly including excellent bandwidth on speed tests. The modem has been power-cycles several times during debugging and that never changes anything written above.

These TVs don't have wired Ethernet so I can't use that as workaround. He's 81 years old and not capable of keying in his WiFi password every time he wants to watch TV. He also can't remember to never turn the TV off. He's driving me nuts with no understanding of how long it takes to fix technology problems! 😀 Please help! 

Since I have to go to my father's apartment to work on this issue, please let me know what additional information you'd like and I'll reply with it in a few days.

[RokuTakashi]

Hi, @Tlc2021 

Greetings, and welcome to the Roku Community.

Thanks for letting us know about the issue you have encountered with your Roku, specifically with its network not staying connected, and we understand your situation. We're here to help and address your concerns. We're currently aware of the issue, and we'd like to request additional details so our team can foster the development of the investigation.

To assist us in investigating this matter further, please provide the following information (if possible):

• 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.
• What troubleshooting steps have you taken so far to try to resolve the issue?

Once we gather the requested details, they will be forwarded to the appropriate Roku team for review and included in the investigation.

We hope to hear back a response from you.

Best wishes,
Kash

[RokuTakashi]

Hi, @raptor 

Thanks for posting here in the Roku Community.

Upon reviewing your post, we understand that you are having an issue with your Roku TV not staying connected to your network across power cycles, and we're here to help in resolving the issue you've encountered. We also appreciate your efforts in taking the time to troubleshoot the issue.

For this matter, we'd like to gather more details related to the issue at hand so our team can investigate.

To assist us in investigating this matter further, please provide the following information (if possible):

• 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.

The information we gather will be helpful in the investigation.

We anticipate your response in this regard.

Best wishes,
Kash

[RokuMaryEF]

Hi Community Users,

Thank you for your reports and for providing the requested details. We apologize for the delay in resolving this issue.

Update: 7/16 - Under investigation

You can also try the following steps using your remote control to trigger an automatic restart of your Roku device:

• Press the Home button (five times),
• Then press the Up button,
• Followed by pressing Rewind (twice),
• And Fast Forward (twice).

Additionally, we recommend performing a factory reset to resolve persistent issues. Here's how you can do it:

1. Locate the Reset Button: Find the reset button, usually located on the back or bottom of your Roku device.
2. Ensure Your Roku Device is Powered On: Make sure your Roku device is turned on.
3. Press and Hold the Reset Button: Press and hold the reset button firmly for about 10 seconds.
4. Wait for the Factory Reset: Continue holding the reset button until you see an indicator light blinking rapidly, indicating the factory reset process has started.
5. Release the Reset Button: Once initiated, release the reset button.
6. Wait for the Reset to Complete: The factory reset may take a few moments. Afterward, your Roku device will restart and return to its factory settings.

If you continue to experience issues with your Roku device after performing these steps, please provide your Roku device's serial number so that we can assist you further.

Thank you for your patience and understanding.

Best regards,
The Roku Community Team

[Anonymous]

FWIW:

Set up a hotspot on your phone using the Ubiquiti SSID and password it connected to and remembered successfully. Use your hotspot to test rather than relocate the tv. Does it see your hotspot? Does it remember the password?

If you choose to connect to a private network (rather than reset the connection) and enter the SSID as well as the password, does it connect?

Sounds like they were never set up properly and are in store mode rather than for home use, but remembering your Ubiquiti AP is doesn't support that. I'd get the instructions in front of me and factory reset one of the sets and set it up fresh (USA, home use, network, date & time, link to Roku account, whole nine yards). 

The idea that the Arris router is different doesn't explain not seeing any AP's where you say there are many broadcasting.

EDIT: I take that back. It's worth logging in to both AP's to compare. E.g., if Arris allows DFS channels to be used, and Ubiquiti doesn't, that could be the problem. In that case, I'd choose a non-DFS channel that works well in my environment, rather than leave it on some factory auto-select option that will eventually change channels to something that might make my AP no longer show up in the list.  

Good luck, man. Hopefully you're trying TCL support, too.

EDIT: And Westinghouse, too? I see where you find Roku as the common thread.

[AvsGunnar]

@raptor 

Couple of simple things to try since you are seeing the same behavior at both your location and your father's.

Try disabling the network pings in a hidden menu setup. (this will stop the RokuTV from constantly pinging/testing the router availability).

To disable network pings, press the Home button on your Roku remote at least 5 times (5x), followed by Fast Forward, Pause, Rewind, Pause, Fast Forward.  Select "system operations menu", and then select "network menu".

You should see "disable network pings".  (when network pings are successfully disabled, you will see "enable network pings" as an option if you wish to revert back to default setting).

----

Another thing you can try is to enable "Fast Start" on the RokuTV.  This will place the RokuTV into more of a standby mode when the Power button is pressed, rather than fully powering down the TV.  You can find this setting under the standard Roku menu (Settings/System/Power/Fast TV Start).

[Kclodfelterb]

100012585. Mine is doing the same thing 

[Anonymous]

@AvsGunnar : He describes NOT seeing the same issue at the second location, i.e., after a connection reset, the set remembers the new connection, different SSID and password assumed. 

It's kind of tl;dr but now that I notice it's a new occurrence (month or 2) and 2 sets, I'd discount my suggestion to factory reset either set. A firmware upgrade of the router by the ISP seems a more likely cause. 

Don't know the model number of the router or gateway or whatever, or the age or model of the sets. Purely guesswork at this point.

[profkrowl]

Might I suggest that if it can't be resolved soon, a rollback to the update proceeding the error be considered. Having to do a system restart each time I turn on the TV surely adds wear and tear to the device. I do see that an update was released today, so I can only hope that a solution is coming soon.