Issue Tracking Board

[BU_89grad22dad]

That's an annoying feeling, no doubt, especially when things are "supposed to work." Not to overlook the obvious, but have you turned off the TV, unplugged it, plugged it back in, and turned it back on?

[makaiguy]

@Jmvillegas79-

Your problem may have been caused by an update to your router which affects some Roku models. If you receive this update it changes the router's wifi connection parameters for the 2.4 GHz wifi band from b/g/n to g/n. This has been reported for routers supplied by Comcast/xFinity, Cox, and AT&T, but there may be others.

Note that, of recent Roku models, non-4K Roku Express/Express+ (model numbers below 3940) and Premiere/Premiere+ (model numbers below 4620) can ONLY receive the 2.4 GHz band and are therefore affected by this.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect. The fix is to switch the router configuration protocols from the g/n wifi set by the update back to b/g/n. If you don't have access to your router's configuration controls you may have to have your internet provider do it for you.

Thanks to forum user @AvsGunnar for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

[makaiguy]

@Cray19044-

There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of them can be set by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

This sounds like your issue: 

• ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
  There are several possible causes. If you have one of these situations, see "Reconfiguring Router", below.
   
  A) 2.4 GHZ WIFI BAND TURNED OFF
  Some recent router updates have turned off dual band routers' use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ non-4K models (model numbers below 3940) and Premiere/Premiere+ (model numbers below 4620), are lower end units with single band WiFi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have a 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
   
  B) WIFI CHANNELS 12-14
  In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 that are used in other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
   
  C) DFS CHANNELS
  All Rokus with dual-band WiFi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165.
  
  Channels between these two ranges are reserved as Dynamic Frequency Selection (DFS) channels and are shared with other uses such as military, radar, and weather. Only some of the newest Rokus using the latest WiFi processors can receive these DFS channels.
  
  Many home use modems do not include the DFS channels but some do, so if yours is a dual-band Roku that cannot find your WiFi network, try setting your router to NOT use DFS channels. If your router supports DFS channels and you can't turn them off, make sure you aren't using an auto setting that could select DFS channels.

Reconfiguring Router
Thanks to forum user @AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

If your problem was not caused by any of the above, a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may allow the connection to be reestablished. Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you have no "Power" option, under "Settings > System", or if more convenient you can just pull the Roku's power for a few seconds and let it restart.

[dnarub]

Have same issue as of yesterday.  TV says "not connected" to internet and am unable to stream from all the listed apps; however, am able to stream from Chromecast device.  What gives?

[RokuTakashi]

Hi, Community users.

We've heard reports from some of you experiencing issues with your Roku device or TV consistently dropping its internet connection. We appreciate you bringing this to our attention, and we're here to help!

To assist us in investigating this matter further, please provide the following information (if possible):

• 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?
• 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)
• Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.
• What troubleshooting steps have you taken so far to try to resolve the issue?

In the meantime, you can try these troubleshooting steps to see if they resolve the connection issue:

1. Restart Your Roku Device:

1. Press the Home button on your Roku remote.
2. Scroll down and select Settings.
3. Choose System.
4. Select Power (if available) followed by System restart.

2. Restart Your Modem and Router:

1. Unplug both your modem and router from the power outlet.
2. Wait for 10 seconds and then plug them back in.
3. Allow your modem and router to fully restart.
4. Using another device like a phone or computer, confirm your internet connection is working.
5. Once everything has restarted, try connecting your Roku device again.

We understand this can be frustrating, and we apologize for any inconvenience caused. Our team will be investigating this issue further with the information you provide. We'll be sure to keep you updated on our progress!

Best wishes,
Kash

[Jonny0]

I don't agree that these two topics should be merged, based on my troubleshooting ...

Here's a more complete description of my problem.

1) I have a TCL Roku TV, which I've had for years.  Up until 2-3 weeks ago, when I used the remote control to turn on the TV, it would always connect to Wifi ok.   I have not changed my router or anything related to Wifi for a long time.

2) Now when I turn on the TV using the remote control, it never connects to Wifi.  It always says "Not connected" in the upper-right corner of the Home screen.  When I then do Settings -> Network -> Set up connection -> Wireless, a Wireless Scan window appears with it Looking for wireless network goes on forever without timing out (which itself is terrible).   

3) If go back to the Home screen, and do Settings -> System -> Power -> System restart, then it always connects to Wifi ok.  Or it I re-plug the TV power from the wall, it also always connects to Wifi ok.

My conclusion is that a TV software update accidently changed something for the TV to not connect to Wifi when using the remote control to turn the TV off and on, but not when it gets a "real" power off and on.  Once the TV is connected to Wifi (see #3 above), there is no intermittent Wifi issue - thus nothing to do with the router.  Please try to recreate this.

[Delta302sp]

I am having the same issue. Here’s the requested information.

Device Model:  G855X - Roku TV

onn. Model: 100012587

Serial Number:  X01200TWEKP0

Software Version;  13.0.0 build 24062-CT

ISP:  Cox Communications

Tracker ID:  P0-237-256

[Jmvillegas79]

I have Astound Broadband 

[Sarah726]

Are we supposed to post this personal information on this thread?

[nverdulla]

I am having the same issues! I can only watch Roku Live TV and can't watch any of my streaming apps like Disney+, PureFlix, Hulu, Max, Paramount or Discovery+. It's annoying! I would like to be able to watch my apps. It's had to be a glitch in the roku network since I am not the only one having this issue. It's not router issues because all of my devices are working fine.