Issue Tracking Board

[gretalocklear]

I tried leaving it on and it turns itself off.

[RokuJharra-Q]

Thank you for posting in the Roku Community, @Semag!

We understand that you are experiencing connectivity issues with your Roku TV, we're here to help you.

To help us assist you better, could you please provide the following information?

• 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)
• 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?

We look forward to hearing from you and looking closely into this issue. 

Thanks,
Jharra

[RokuJharra-Q]

Hi Community users,

We've received reports that some Roku TV users are experiencing difficulty connecting to their home network after a recent OS update.

This issue is currently being investigated.

Please provide the following information for further assistance.

• Roku device model, serial number, device ID, and OS version (accessible via Settings > System > About).
• Tracker ID (to obtain this, press the Home button 5 times, followed by the Back button 5 times when the issue occurs).
• Who is your internet service provider (ISP) and what is the make and model of your router?

We appreciate your cooperation and are committed to finding a solution to this problem.

Thanks,
Jharra

[RokuJharra-Q]

Hi Community users,

Warm greetings here in the Roku Community!

We understand that your Roku TV is not connecting to the WiFi after being turned off and on. We are ready to assist and provide further information regarding this issue.

Here are some steps you might want to consider regarding this issue.

Check your network connection:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Network
4. Select Check connection

• Tip: If a more robust wireless signal is detected, you will see an on-screen message suggesting you connect to a recommended network. You will be prompted to enter one of the recommended networks that require a different password.

For reference, you may check our support article dedicated to this: 

• How to check the connection to your home network and the internet
• How to improve the WiFi or wireless internet connection to your Roku streaming device

If the steps above do not work, please provide the following for further investigation.

• 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)
• 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?

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.

Best regards,
Jharra

[NilDevNull]

Not going to bother jumping through these hoops. I've been here before with the same issue and nothing was ever resolved. The only direction is to just keep doing what I'm already doing. Useless. Just fix the WiFi issue... this shouldn't be hard to do. It's YOUR software that's the problem, afterall.

[Semag]

Thank you Jharra!

I’m confident this is a Roku induced issue with the newest OS version because it started happening with no other changes in environment. My Roku streaming stick works fine but the TCL TV drops WiFi signal once it has been sleeping and will not connect upon awake. If you try to “check connection” or “set up connection” it will just spin constantly. Need to reset the system or reset network to bring it back

ive tried to set up a dedicated 5ghz network for the TV but that didn’t work. I may try a dedicated 2.4ghz next but I don’t really want to keep it that way.

Issue report tracker

Model: 7121X - Roku TV

Serial number: YS009P886737 (FW2899886737)

Software version: 13.0.0 • build 24062-30

GC version: 118.15

Timestamp: 2024-07-0617:47:272

Please use issue ID 37-270-347 to report the current issue.

ISP is frontier fiber and WiFi is provided by three Calix Gigaspire Blast mesh satellites. I can provide WiFi chipset and firmware on the satellites if you would like.

[TiTi_21]

Hello, 

Roku Device Model- TCL Model 32S301-W

Serial Number- 2N003M025974

Device ID- AM4723025974

OS Version- 13.0.0 Build 24062-08

GC Version: 11.8.15

Tracker ID/Issue ID- 74-270-378

Internet service provider: Spectrum

Make and Model of router: TP-Link AX1800 WiFi 6 Router 

[TiTi_21]

Hello @RokuJharra-Q 

Roku Device Model- TCL Model 32S301-W

Serial Number- 2N003M025974

Device ID- AM4723025974

OS Version- 13.0.0 Build 24062-08

GC Version: 11.8.15

Tracker ID/Issue ID- 74-270-378

Internet service provider: Spectrum

Make and Model of router: TP-Link AX1800 WiFi 6 Router

[TiTi_21]

Hello @RokuJharra-Q 

Re: Roku TCL tv keep losing connection

[Kilsally]

Hi

Tracker ID NJ-270-463

HiSense R50B7120UK

Hardware ID C219GB

SN X00200F5TANJ

Software version 13.0.0 build 24062-AF

S005S3C5TANJ

Connected using wifi on TPlink Mesh homeplug AV1300 linked back to TP Link wifi 6E router. Rebooting those does not resolve the issue. 

This is not a wifi or router issue, I work in Tech Support . My OnePlus phone and Samsung Galaxy S24 are all connected to the same wifi at the time. 

A reboot of the TV solves the issue. It occurs when you first switch the TV on when the unit is in standby. This has only started recently so I presume a software update is responsible.