Issue Tracking Board

[Sashley813]

I am sorry, but I am beyond frustrated with this recent purchase! I haven’t even had it a month and it keeps disconnecting me from Wi-Fi. I do not have any of the issues that have been mentioned to cause this disconnecting issue. There should be no problem with my brand new device, help! I thought I loved Roku but now I’m thinking otherwise!!! 

[Sweedio]

I was having that problem after upgrading my Fios internet from 75 mbs to 300 mbs with the new supplied Verizon high speed router as the WiFi access point. The problem went away finally when I hooked my old Netgear router with cat 5 wire to the new router’s lan port and connected my Roku express 4K+ devices to the old router WiFi access point. Everything else seems to stay connected to the new routers WiFi access points, but the Rokus seem to randomly disconnect from the new Verizon router. The Rokus could always reconnect again, but the interruptions were very annoying. I haven’t had the problem since using the old Netgear router again. Never had any Roku connection issues with the old router before my internet upgrade.

[RokuEuniceL]

Hi @Sashley813 @Sweedio,

Greetings from the Roku Community!

We appreciate you letting us know about your problem streaming on your Roku device. We'd like to know more about it so we can further assist you. Please provide us with more details.

• Have you tried restarting your network router?
• How far is your network router from your Roku device?
• Are you getting any error messages or error codes when trying to play content?

Kindly try restarting your network router and ensuring that the network connection isn't very far from the Roku device.

Let us know how it goes, and we will continue to assist you further. We are eager to hear from you and investigate this matter further. Thank you!

Kind regards,
Eunice

[ellgogo]

I set up an old TiVo 4k dongle and made it my default input. Connection problems solved. I’ll keep watching this site to see if there’s any progress. Meanwhile, Hello TiVo. 

[morgan7333]

This happens to me to, about to take this tv back. Ive tried every trouble shooter and nothing fixes it. I think its the brand of tv. Everything else has no issue.

[RokuTakashi]

Hi, @morgan7333 

 Thanks for posting here in the Roku Community.

We understand that you're having trouble connecting your Roku TV to the internet, and we're sorry to hear about the trouble this has caused you. We're here to assist. What specific troubleshooting steps have you already performed? Also, when did you first encounter the issue, was there an update? Further, have you tried connecting to a mobile hotspot?

With more details referring to the issue, we'll be able to assist you further.

Best wishes,
Kash

[RokuJechealR]

Hi @Normdeb72,

We appreciate the response!

Please note that a few recent network connection problems have been reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CAN NOT CONNECT
  Some router updates have changed the router's security setting from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n security.
  
  
• ROKU CAN NOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz WiFi band turned off, leaving only the 5 GHz band operational. Devices with single-band WiFi radios, notably Roku Express and Premiere models (but not Express 4K models), and many other single-band devices, can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku via Settings > System > System restart (for Roku TV it's Settings > System > Power > Restart) will allow the connection to be re-established.

If you need to make configuration changes on equipment supplied by your internet provider but have no access to its settings, you may request your internet provider to make the changes.

All the best,
Chel

[BostonBob27]

Same here.  I have 3 roku TVs and the newest one won’t stay connected.  Every other device works fine.  And i’ve done all the steps multiple times.  Annoying AF…gggrrrrr

[skibud]

I have internet connection ROKU worked fine this morning. This afternoon zippo nada no connection at all. Did all the reboot stuff and it's still Doa. Is this problem on your side or mine?

[RokuJechealR]

Hi @skibud,

Greetings from the Roku Community!

Thanks for letting us know about this. We are interested in learning more about your problem. Are you encountering any error codes or messages? Are there any recent changes on your Roku device, perhaps in the setup or settings, that might cause the problem? Also, could you specify the troubleshooting steps you have taken to resolve the issue? In addition, who is your internet service provider? (ISP)

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

All the best,
Chel