Issue Tracking Board

[Rstarchild2]

I have a TCL Roku TV. I have issues when power cycling to get my Wi-Fi to work. The only solution I have found so far is to go into settings then into system, then go to power and then to system restart. once I do that and it cycles back on, I have my Wi-Fi and I can stream, but the minute the TV is shut down for the day and turned back on hours later I have to go through this whole thing all over again to stream. I do not wish to do a factory restart since that will erase all my apps and streaming platforms. I wish they would come up with a solution.

[AvsGunnar]

@Rstarchild2 and @Anonymous 

I actually would not discount the advice to Factory Reset.

It does seem to appear that "something" in the recent OS update may be a contributing factor with some user RokuTVs and their networks (routers).  

It is likely that whatever is the culprit is certainly only affecting certain network setups and the Restart is temporarily clearing the error/inability to connect.

The Factory Restart may actually be necessary to clean out any corruption in stored cache areas that other changes to Settings available to the end-user may not be able to access or is ineffective in resolving.

edited to add... @Rstarchild2, as long as you use the same email address you did previously when you set up your RokuTV (your email address is your Roku account), then your channels/apps will be added back to your device automatically.)  Unfortunately, you will likely need to login to all your subscriptions again and setup your Home Screen in your preferred order.  Need to weigh the inconvenience of trying this an an option to the inconvenience of restarting your TV every day.  Roku fixes do not come quickly, if at all, before the next scheduled update.  More often than not, fellow Roku users will usually determine a fix or workaround before adequately addressed by Roku.

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@raptor may find that now the RokuTV is working properly on his network setup that he can simply return the TV to his father and it may continue to work properly on the original network.  Stranger things have occured with these devices and sometimes just need to chalk them up to the network gremlins.

If the RokuTV once again fails at the original setup, I would just try the Factory Reset.  At least then starting at a good "zero" point with the Roku device.  If still a no-go, then Factory Reset the Arris router.

Two options.  Try to diagnose and pinpoint, or just start over.

[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?  

[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

[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!

[MrP1]

This is extremely frustrating and very unprofessional on roku part to not help us with this issue

[HDMIGuy]

@MrP1 Is your wifi signal good at the location of the Roku device?  I have several Roku devices and they very seldom lose connection to the wifi.  Either you have a faulty device or a poor wifi signal.

[Michael19]

My Hisense tv keeps getting stuck on wireless scan?? It won’t connect to the internet and stay connected. Replaced modem and it is now stuck on the check for signal/connection. Please ?