Issue Tracking Board

[profkrowl]

Rumor has it that there is an update in the works that will release "soon"... Whatever that means. They still haven't been transparent about what is causing the problem, and they still suggest a factory reset despite users saying it has mixed results. 

The problem was definitely introduced sometime around May, and the fact that it is still unpatched is disturbing. Hopefully the patch will drop soon, but at this point I'm not holding my breath much. I've tried having patience, but that is wearing thin. Especially since the mobile app is worthless because of this. It will turn on the TV, which tells me it still has some sort of connection, but then it shows no connection and won't connect to the mobile app, then I system restart using a normal remote, then everything is fine until I turn it off again. 

Starting to wonder if it is time to get the FTC involved. Or a class action for wear and tear. Maybe if we go after the pocketbook things will start moving quicker.

[RLWitham]

Same problem here, and can't get home button to function either.

Put new batteries in. Disconnected Roku powr and HDMI.

Any ideas, please?

[Love4medoop]

Same here, I don’t have a physical remote and Roku support offered no support I asked for the IP address to manually connect to the internet and they would not give it to me this has been going on for a week.

[bhulaten1]

I have a Roku TV, it's about 3 years old but in fantastic condition. A few days ago the TV wouldn't connect to the Wi-Fi, that day I tried everything I could think of including: shutting the TV off & back on, doing a system shutdown, doing a reset connection, restarting my Internet modem (even though I had other devices connected with no issues), I also tried to setup the connection but it sat on "searching for connection" for awhile - so finally I did a factory reset, which worked.

But today, the same thing happened - nothing worked, did another factory reset, which worked..but is this just going to keep happening? Every few days I'll need to factory reset?

[renojim]

@Love4medoop, if your device isn't connected to your network it has no IP address and you can't use the app as a remote.  You need a working physical remote to get it connected to your network.  There's nothing anyone including Roku support can do except for recommending what remote you need to buy.  If you post the model number of your Roku device written on it somewhere we can help with that.

[RokuCarly]

Hi, @kpinn @bhulaten1!

Welcome to the Roku Community.

We'd be happy to help you determine the cause and connect your Roku TV to your network connection effectively so you can get back on streaming.

Before proceeding, could you please confirm if your TV recently received any software updates prior to this happening that might have triggered the issue? If so, could you please let us know when you received the software update and what version it is?

Furthermore, kindly provide us with additional information such as follows so we can look further:

• Roku device model, serial number, and device ID. (this can all be found in Settings > System > About)
• Tracker ID (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)
• ISP (internet service provider)

We'll be looking forward to your response!

Best regards,
Carly

[ziclownoleander]

Has anyone fixed this? For two whole months every time I turn on the Roku I have to reset the network connection and type in my Wi-Fi password, and it's been doing this since 6/23/2024. I'm so tired of this, I updated the TV just over the weekend in hopes that maybe a programmer has fixed it, but no.

For background, when the TV has been off (say overnight or just an hour) and it turned back on, it says "not connected" in the top right corner. If you try to just go to internet and reconnect, you get stuck on the "looking for connections" until the end of time. You have to reset the network connection and then type in the password. Again, THIS IS NOT A SOLUTION!!!

My wifi is FINE, my router is FINE, THIS IS A PROBLEM WITH ROKU AND THEIR REFUSAL TO ACKNOWLEDGE OR ACCEPT RESPONSIBILITY IS DOWNRIGHT ANNOYING.

I paid good money for this television, so idk who looks at these forums, but SOMEONE needs to tell a programmer that they MESSED UP. My partner works in programming and she would be FIRED if anything she programmed did THIS

[zlkenney]

I’m having the same issues. I tried the recommended steps but it didn’t fix it. I’m trying a factory reset since that seemed to have some success, fingers crossed!

[Mike123b]

Hi RokuCarly

I am having the exact same problem, which just started this past week or so. My TCL-Roku TV will not connect to Wifi and when you try to make it connect, it fails to find any WiFi signals (there are a few that are normally visible and the Wifi is up and running for all my other devices). If I do a hard restart of the TV then it works fine, but only the first time. Next time I turn the TV on, same thing. Have rebooted router, reset network connection, restarted, etc. The TV is near the router so signal strength is not an issue. Nothing in the system has changed for the past few years except software updates.

TCL 55R635

Hardware ID A113X

Device ID S05EY09TNNPP

Serial; X003004TNNPP

Software version 13.1.4 build 1510-88 

ISP: Optimum 

Tracker ID PP-324-156

[RokuCarly]

Hi, @Mike123b.

Thanks for reaching out and for providing us with precise details of the requested information above.

Rest assured that we will include your device in the investigation. We'll let you know once we've received any updates from the team. 

Your continuous patience and understanding are highly appreciated. 

Best regards,
Carly