Issue Tracking Board

[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

[ddreggors]

I have had this same issue. I have disabled the auto-power settings as described but this issue still happens every day. Also, sometimes I can reset the TV power and it will not reconnect or find any wifi access points. All other equipment (cell phones, other TVs, laptops, etc...) see the wifi just fine and connect but the TV sometimes will not until I reboot a couple times.

[RokuCarly]

Welcome to the Roku Community, @ddreggors!

Thanks for bringing this to our attention. We will coordinate this with the appropriate team and would be more than willing to include your device in the investigation.

Kindly provide me with the information requested above.

We'll be looking forward to your response!

Best regards,
Carly

[RokuCarly]

Hi Community users!

Thanks for your continuous patience and understanding as we work on this.

To fix this issue, kindly 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 make sure to press and hold the reset button for 10 seconds only if you'll be manually resetting your Roku TV. 

Keep us posted on how it goes!

Best regards,
Carly

[Shaunlei]

Two days ago my TV suddenly started losing the connection to the wifi and wouldn't even find any network connections without unplugging the TV and plugging it back in.  Once connected i have no problems with the connection until I turn off the TV.  I know there is nothing wrong with my router as the other devices have no problem with the connection.  I've checked for updates and the TV is up to date.  I've reset the TV multiple times and reset the network connection.  However the problem remains.  Not sure what the problem is or what else I should try to remedy this problem.  

[Ehw625]

Mine is doing the same I’m trying to reach out to support on Roku but can’t seem to find where to contact them at 

[Smiklemeyer]

I have two SmartTVs. One is a Sharp and the other is a Phillips. Both are within 15 feet of our wireless router and have strong signals to them.

About two weeks ago the Sharp TV's wireless connection wouldn't auto-connect when we turned the TV on. Rebooting the TV didn't work either. So we would have to Reset the Network Connection every time to get it to work. Finally about 5 days ago there was a software update and that seemed to solve the issue. (The Update was v13.1.4 Build 1510).

3 days ago the Phillips TV started having the exact same issue. But it's current software version is the 13.1.4 Build 1510. We're having to Reset the Network connection every time we turn the SmartTV on.

Is this just an isolated issue or is it widespread? If this is known, is there a patch coming?

[RokuRiamie-D]

Hi @Smiklemeyer,

Welcome to the Roku Community!

Thanks for reporting that your Philips Roku TV is automatically disconnecting from your network. We are sorry for any inconvenience this may have caused you. We want to make sure that we can help you resolve this issue.

Have you tried factory resetting your Philips Roku TV? If not, kindly try to factory reset your Philips Roku TV using the physical button.

It is 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 Philips Roku TV is powered on, press and hold the button firmly for about 10 seconds.

Please make sure to press and hold the reset button for 10 seconds only if you'll be manually resetting your Roku TV.

For reference, you can visit our support article:  How to system restart or factory reset your Roku streaming device

Please keep us posted.
Thanks,
Riamie