Issue Tracking Board

[RokuTakashi]

Hi, @raptor 

Thanks for posting here in the Roku Community.

Upon reviewing your post, we understand that you are having an issue with your Roku TV not staying connected to your network across power cycles, and we're here to help in resolving the issue you've encountered. We also appreciate your efforts in taking the time to troubleshoot the issue.

For this matter, we'd like to gather more details related to the issue at hand so our team can investigate.

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.

The information we gather will be helpful in the investigation.

We anticipate your response in this regard.

Best wishes,
Kash

[RokuMaryEF]

Hi Community Users,

Thank you for your reports and for providing the requested details. We apologize for the delay in resolving this issue.

Update: 7/16 - Under investigation

You can also try the following steps using your remote control to trigger an automatic restart of your Roku device:

• Press the Home button (five times),
• Then press the Up button,
• Followed by pressing Rewind (twice),
• And Fast Forward (twice).

Additionally, we recommend performing a factory reset to resolve persistent issues. Here's how you can do it:

1. Locate the Reset Button: Find the reset button, usually located on the back or bottom of your Roku device.
2. Ensure Your Roku Device is Powered On: Make sure your Roku device is turned on.
3. Press and Hold the Reset Button: Press and hold the reset button firmly for about 10 seconds.
4. Wait for the Factory Reset: Continue holding the reset button until you see an indicator light blinking rapidly, indicating the factory reset process has started.
5. Release the Reset Button: Once initiated, release the reset button.
6. Wait for the Reset to Complete: The factory reset may take a few moments. Afterward, your Roku device will restart and return to its factory settings.

If you continue to experience issues with your Roku device after performing these steps, please provide your Roku device's serial number so that we can assist you further.

Thank you for your patience and understanding.

Best regards,
The Roku Community Team

[Anonymous]

FWIW:

Set up a hotspot on your phone using the Ubiquiti SSID and password it connected to and remembered successfully. Use your hotspot to test rather than relocate the tv. Does it see your hotspot? Does it remember the password?

If you choose to connect to a private network (rather than reset the connection) and enter the SSID as well as the password, does it connect?

Sounds like they were never set up properly and are in store mode rather than for home use, but remembering your Ubiquiti AP is doesn't support that. I'd get the instructions in front of me and factory reset one of the sets and set it up fresh (USA, home use, network, date & time, link to Roku account, whole nine yards). 

The idea that the Arris router is different doesn't explain not seeing any AP's where you say there are many broadcasting.

EDIT: I take that back. It's worth logging in to both AP's to compare. E.g., if Arris allows DFS channels to be used, and Ubiquiti doesn't, that could be the problem. In that case, I'd choose a non-DFS channel that works well in my environment, rather than leave it on some factory auto-select option that will eventually change channels to something that might make my AP no longer show up in the list.  

Good luck, man. Hopefully you're trying TCL support, too.

EDIT: And Westinghouse, too? I see where you find Roku as the common thread.

[AvsGunnar]

@raptor 

Couple of simple things to try since you are seeing the same behavior at both your location and your father's.

Try disabling the network pings in a hidden menu setup. (this will stop the RokuTV from constantly pinging/testing the router availability).

To disable network pings, press the Home button on your Roku remote at least 5 times (5x), followed by Fast Forward, Pause, Rewind, Pause, Fast Forward.  Select "system operations menu", and then select "network menu".

You should see "disable network pings".  (when network pings are successfully disabled, you will see "enable network pings" as an option if you wish to revert back to default setting).

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Another thing you can try is to enable "Fast Start" on the RokuTV.  This will place the RokuTV into more of a standby mode when the Power button is pressed, rather than fully powering down the TV.  You can find this setting under the standard Roku menu (Settings/System/Power/Fast TV Start).

[Kclodfelterb]

100012585. Mine is doing the same thing 

[Anonymous]

@AvsGunnar : He describes NOT seeing the same issue at the second location, i.e., after a connection reset, the set remembers the new connection, different SSID and password assumed. 

It's kind of tl;dr but now that I notice it's a new occurrence (month or 2) and 2 sets, I'd discount my suggestion to factory reset either set. A firmware upgrade of the router by the ISP seems a more likely cause. 

Don't know the model number of the router or gateway or whatever, or the age or model of the sets. Purely guesswork at this point.

[profkrowl]

Might I suggest that if it can't be resolved soon, a rollback to the update proceeding the error be considered. Having to do a system restart each time I turn on the TV surely adds wear and tear to the device. I do see that an update was released today, so I can only hope that a solution is coming soon. 

[profkrowl]

@RokuTakashi 

It is getting harder to have understanding when it is a common problem that has been reported since the May update. This is putting wear and tear on our devices. If it isn't resolved soon, perhaps a rollback to before the update that messed it up is in order. 

 When you have a toddler screaming at you because you said they could watch Bluey, but have to go through 2-5 minutes of extra stuff before you can even open Disney+, it gets very, very frustrating. 

It seems clear that something happened in the May update, and I would think that it would be a matter of tracking down what changes were made between updates. I imagine it could take a while to comb through, but perhaps it would have gone faster if the Roku team hadn't been in denial about the problem until just recently. I only just received notice that it is now an ongoing investigation. 

[Rstarchild2]

I have a TCL Roku TV. I have issues when power cycling to get my Wi-Fi to work. The only solution I have found so far is to go into settings then into system, then go to power and then to system restart. once I do that and it cycles back on, I have my Wi-Fi and I can stream, but the minute the TV is shut down for the day and turned back on hours later I have to go through this whole thing all over again to stream. I do not wish to do a factory restart since that will erase all my apps and streaming platforms. I wish they would come up with a solution.

[AvsGunnar]

@Rstarchild2 and @Anonymous 

I actually would not discount the advice to Factory Reset.

It does seem to appear that "something" in the recent OS update may be a contributing factor with some user RokuTVs and their networks (routers).  

It is likely that whatever is the culprit is certainly only affecting certain network setups and the Restart is temporarily clearing the error/inability to connect.

The Factory Restart may actually be necessary to clean out any corruption in stored cache areas that other changes to Settings available to the end-user may not be able to access or is ineffective in resolving.

edited to add... @Rstarchild2, as long as you use the same email address you did previously when you set up your RokuTV (your email address is your Roku account), then your channels/apps will be added back to your device automatically.)  Unfortunately, you will likely need to login to all your subscriptions again and setup your Home Screen in your preferred order.  Need to weigh the inconvenience of trying this an an option to the inconvenience of restarting your TV every day.  Roku fixes do not come quickly, if at all, before the next scheduled update.  More often than not, fellow Roku users will usually determine a fix or workaround before adequately addressed by Roku.

----

@raptor may find that now the RokuTV is working properly on his network setup that he can simply return the TV to his father and it may continue to work properly on the original network.  Stranger things have occured with these devices and sometimes just need to chalk them up to the network gremlins.

If the RokuTV once again fails at the original setup, I would just try the Factory Reset.  At least then starting at a good "zero" point with the Roku device.  If still a no-go, then Factory Reset the Arris router.

Two options.  Try to diagnose and pinpoint, or just start over.