Issue Tracking Board

[RokuArjiemar]

Hello! @Ginny_,

Thank you for posting in the Roku Community!

We have received reports that some users with Roku TV are experiencing difficulty connecting to their home network following a recent OS update.

We've identified the problem and expect a fix in a future update.

In the meantime, we recommend performing a factory reset. Here's how:

• Locate the reset button on your Roku device, usually on the back or bottom.
• Ensure your Roku TV is powered on.
• Press and hold the reset button for precisely 10 seconds.
• Watch for a fast-blinking light, indicating that the reset is in progress.
• Once the light blinks at an average rate, release the button.

After a successful factory reset, your Roku device will restart in the same state as a factory-new device and will be ready for you to complete the following:

1. Perform the Guided Setup and activation process
2. Sign in to streaming channels that require a username and password
3. Create a 4-digit PIN and configure parental control settings
4. Perform a broadcast television channel scan (if you have a Roku TV with an HDTV antenna connected)

Thanks,
Arjiemar

[sweetwisclady]

mine either, Need help, I unplug and did it three time and changed batteries, Nothing.. My other TV works great, Please help

[nicstv]

My TV will not connect automatically since the August 1st update. everything worked fine before that.

If I go to power restart sometimes that works. Sometimes I have to go to reset the network connection. It's a pain. I rebooted the router and modem. All other internet devices are working.

[RokuArjiemar]

Hello! @nicstv, @sweetwisclady,

Thank you for posting in the Roku Community!

We have received reports that some users with Roku TV are experiencing difficulty connecting to their home network following a recent OS update.

We've identified the problem and expect a fix in a future update.

In the meantime, we recommend performing a factory reset. Here's how:

• Locate the reset button on your Roku device, usually on the back or bottom.
• Ensure your Roku TV is powered on.
• Press and hold the reset button for precisely 10 seconds.
• Watch for a fast-blinking light, indicating that the reset is in progress.
• Once the light blinks at an average rate, release the button.

After a successful factory reset, your Roku device will restart in the same state as a factory-new device and will be ready for you to complete the following:

1. Perform the Guided Setup and activation process
2. Sign in to streaming channels that require a username and password
3. Create a 4-digit PIN and configure parental control settings
4. Perform a broadcast television channel scan (if you have a Roku TV with an HDTV antenna connected)

Thanks,
Arjiemar

[sweetwisclady]

I don't have roku TV I just have a smart TV no cable I just use WiFi, I have 

Roku Express 4K+ | Roku Streaming Device 4K/ Voice Remote, Free & Live TV

  It just went down three days ago. please help.

[Kylielauryn]

After factory resetting this issue is still persisting.

Device Model: Hisense 6Series-58

Serial Number: X0190086SUSW

Device ID: S08C63C6SUSW

Software Version: 13.1.4 build 1512-CH

Tracker ID: SW-276-403

[RokuJechealR]

Thanks for the response @Kylielauryn,

We appreciate you providing the device's information. To confirm, have you pressed and held the reset button firmly for about 10 seconds?

When the factory reset is complete, most Roku devices will have an indicator light or status LED that blinks rapidly.

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

[tjarn0454]

I’m having the exact same issue! I’ve had one Roku TCL TV for 4 years and the other 2. They started having the issue at the same time together. My TCL with google is not having the problem…

[RokuJechealR]

Hi @tjarn0454,

Welcome to the Roku Community!

Thanks for letting us know about the behavior you've experienced on your TCL Roku TV. We want to learn more about it, but we need more details.

• What is your device's OS version?
• When did you notice the issue start?
• Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
• Are you encountering any error codes or messages?
• What troubleshooting steps have you taken so far to resolve the issue?

With more detailed information, we'll be able to assist you further.

All the best,
Chel

[RastaCook]

Please @RokuJechealR , can you please stop with the useless generic responses... This is a KNOWN issue affecting THOUSANDS of people, lets stop pretending this might be a user error or whatever, nobody has time to come here and answer meaningless questions that will do nothing to solve the issue... The issue was caused by one of the ROKU patches. Specifically in my case the last patch was from 7/13/2024, software version 13.1.4 - build 1510-30... There has been no update since... We have tried countless method to circumvent the issue, wasting so much time, nothing works and nothing will ever work because the SOFTWARE IS THE ISSUE.  PLEASE you NEED to get this up the chain of command ASAP PLEASE PLEASE PLEASE, WE NEED YOUR HELP, we NEED SOMEONE TO DO SOMETHING ABOUT THIS... Get your superior or whoever you can get in touch with that can actually get the devs to patch this major bug, its been months now, please this is absolutely ruining the TV, its taking so much time to patch this major bug, its unacceptable, unless this is fixed soon I will never ever buy another ROKU product. Please keep us updated.