Issue Tracking Board

[RokuMaryEF]

Hi Roku Community,

We understand some users are having trouble connecting their Roku TV to Wi-Fi. We appreciate your patience while we address this issue.

Update (July 18th): We've identified the problem and expect a fix in a future update.

In the meantime, here are some troubleshooting steps you can try:

1. Press the Home button on your remote five times.
2. Then, press the Up button once.
3. Follow this by pressing the Rewind button twice.
4. Finally, press the Fast Forward button twice.

If the issue persists, try a factory reset:

1. Locate the reset button on your Roku device. It's usually on the back or bottom.
2. Make sure your Roku TV is powered on.
3. Press and hold the reset button for 10 seconds.
4. You'll see an indicator light blinking rapidly, indicating the reset process has begun.
5. Release the button once the light starts blinking.
6. The Roku TV will restart and be set to factory defaults.

For full information on this, you can take a look at this link: How to system restart or factory reset your Roku streaming device | Official Roku Support

Thank you once again for your understanding and cooperation.

Best regards,
The Roku Community Team

[raptor]

I have yet to get back to my father's apartment to experiment, but I did intend to try the "fast start" option as that keeps the network connection up. I will also try the "restart" option that someone mentioned earlier. That's much better than "reset network connection" which requires dad to re-key the password, etc. which is something he can't do. 

On the Factory Reset suggestion, that was the first thing I tried. And it did work until the TV powered off again. I later discovered that Factory Reset was more than was necessary and that "Reset network connection" would do the trick (at the expense of having to key-in the password again).

I don't think I mentioned it earlier, but unplugging the TV and then plugging it back in does NOT clear the problem. The TV is storing some information that keeps things from working once the problem occurs. That should be a great debugging hint, I would think, since it suggests that the issue is not a simple incompatibility between the access point and Roku WiFi hardware and/or firmware. If this were a protocol issue it would clear with a power-on reset. But the TV is remembering something that keeps the WiFi hardware from being able to see any access point until the "reset network connection" happens. I bet that's enough for a dev to figure this out. (hint hint) What does "reset network connection" actually do internally?

Hopefully I'll have all the information the Roku person requested this weekend...

[tocrazie]

Hi, I just saw on another thread for the same issue moderated by RokyMaryEF where she was keeping the community updated on the investigation of this same very issue, where she marked it solved and added that they have determined what the problem is, and that it would be fixed " in a future update".

As everyone can assume, I have 3 Roku TV's and  shortly after I upgraded my router to a wifi 6 mesh system, i've had to restart or reset the network everytime I turn any of the tv's on in order for them to reconnect.  Signal is excellent and no issues disconnecting while TVs are on, but one they're off, they lose connection.

And although some people have reported success with resetting their Rokus (which sets the TVs back to factory defaults, wiping out everything you have installed, including each apps login credentials), I don't think that's the best alternative for some of us,...especially now that supposedly the issue has been identified and can be fixed. 

But when is the question, how much longer do we have to wait for the fix?

Thank You

So WHEN do we expect this "future update" of Roku's firmware to fix this issue?  

[Gongyoo]

Same problem here. Started suddenly. I have tried  all the solutions listed here multiple times as well as internet suggestions. When I finally reconnect by restarting everything and entering password, it shows I have excellent signal strength. When tv is turned off and on again, same not connected message. No permanent fix. Frustrating.

[RokuTakashi]

Hi, @Gongyoo 

Thanks for posting, and welcome to the Roku Community.

We appreciate you sharing your experience with us regarding a problem connecting your Roku TV to your network. Please be advised that we're well aware of the issue and that our team is investigating it 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)
  • If you have a brand new Roku device, and haven't activated it yet, you can see the serial number and model at the back of the device or on the box that it came with.
• 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.

Your response is highly appreciated, and we look forward to it.

Best wishes,
Kash

[RokuJohnB · Accepted solution]

Hi Community users,

Thank you for keeping us posted!

We understand that you are experiencing issues with the Roku TV as it was not able to detect or reconnect to your network after getting disconnected. We would be pleased to help you even more. Please try to factory reset your Roku TV by following the steps below.

1. Press the Home button on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Advanced system settings.
5. Select Factory reset.
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions.

Using the physical button

Located on the back or bottom of your TV, the physical Reset button is either tactile or pinhole-designed and requires a straightened paperclip to open. Once you locate the Reset button and your Roku TV is powered on, press and hold the button firmly for about 10 seconds.

Please let us know if the issue is fixed or reply to the thread for further assistance, we will be glad to help you.

Best regards,
John

[JimBryan]

I was gone for a couple of days, I got back yesterday.  My Roku TV installed an update on 17 Jul 2024.  I have to reboot the TV to get WIFI working. I will see if this continues. Did the software update break the WIFI? 

I plan to contact ROKU today, the TV is only about a month old.

[RokuTakashi]

Hi, @JimBryan 

Thanks for posting, and welcome to the Roku Community.

We appreciate you reaching out to us about the trouble you've experienced with connecting your Roku TV to your network, and we're here to assist in resolving the issue encountered. Let's take a moment to perform a troubleshooting steps by following the instructions below:

System Restart and Modem/Router Reset

To perform a system restart, kindly navigate to Settings > System > Power > System Restart. Once this has been performed, your Roku TV will boot up. Then, you can perform a modem/router reset by power cycling the device through a reset button or power cycle by unplugging it from the power source for one minute and plugging it back once more.

After performing the steps, please let us know how it goes. We're here to assist you further.

All the best,
Kash

[MrP1]

Hello, 

I have tried it all to get this issue fixed and I am still losing wi fi connection 5 to 6 times daily, any help would be appreciated!

Please note I have done all the required steps, restart, restore yadda yadda yadda!

[JimBryan]

The router is fine, I have 4 cameras. a Blink doorbell, a laptop and 3 other Roku devices connected to my WIFI network, and they are all working fine. This issue just started with the television; it worked fine for 2 months.   

I reset the networking on the Roku TV and it reconnected, but after the TV is off for a couple of hours, it will not connect to WIFI unless I restart the TV. If you try to reconnect without restarting, the cursor spins with the words "looking for wireless network". The Roku WIFI will not wake up/start working until the TV is rebooted.