Issue Tracking Board

[Kylielauryn]

I’ve had my brand new Hisense Roku TV for only 2-3 months now, and never have had this problem before. Recently this week every-time I turn it on, it is disconnected from my wifi. When I go to set up the wifi and search for wireless networks, it is just spinning for what feels like an eternity, until after it’s been so long that I just turn my TV off. I have recently found out that when I go into advanced settings I am able to reset network connection, and when I do that and turn my TV back on, I’m able to search for wireless networks, and actually have results pop up. However when I turn my TV off and then back on, it is disconnected from the wifi and the issue starts over. It is only resolved by me resetting network connection in advanced settings. However I don’t want to have to re-enter my wifi password and reset network settings every single time I want to watch TV. My WiFi is fine with no problems, however I have reset my wifi router to rule out if it was an issue with the wifi itself. However this is clearly an issue with my TV itself.

[RokuJechealR]

Hi @Kylielauryn,

Welcome to the Roku Community!

We understand you are having connectivity issues with your Hisense Roku TV, and we appreciate the steps you took to resolve the issue.

Resetting your network connection resolved the issue, but you'll need to do it whenever you want to watch TV.

In this case, we would recommend giving it a shot once again. Then, restart your Roku TV from the Settings menu by navigating to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step.)

Please keep us posted on how it goes, and we'll continue assisting you from there.

All the best,
Chel

[RokuArjiemar]

Hello! @SonyaGoodall,

Thank you for posting in the Roku Community!

We appreciate you contacting us about issues with your Roku TV connecting to your WiFi. We are pleased to assist you.

Troubleshooting steps

1. Power cycle the Roku device for 30 seconds
2. Restart the router
3. You can perform a Network Connection Reset on your Roku device by going to Settings> Advanced system settings > Network connection reset > Reset connection.
   • Note: Before doing make sure you know your WiFi credentials. 
4. After the network reset, your Roku device will restart, and you will need to return to the Settings menu to set up your wireless network again.

If the issue persists, you can connect your streaming device to a mobile hotspot as a temporary workaround to ensure it does not have a problem.

If the issue is resolved by connecting to a mobile hotspot, please get in touch with your internet provider and mention that your Roku device is connected to a mobile hotspot.

For additional troubleshooting steps, please see this article: How to fix internet errors and issues on your Roku streaming device.

Suppose the previous steps did not fix your internet connection issue, and you are comfortable working with networking equipment. In that case, you can visit the article with advanced troubleshooting tips and networking features.

Thanks,
Arjiemar

[rteo]

Brand new TV 55S451  I started from the box, it found the network and connected to it. After it started the software update, once completed the tv restarted. Now the tv can't find any WiFi network or the Roku Speaker's.

Can someone provide me with the lower software version.

current version is 13.1.4 build 6400-HC  

[RokuArjiemar]

Hello! @rteo,

Thank you for your post in the Roku Community!

We appreciate you contacting us about your Roku TV having issues connecting to your network. We are pleased to assist.

Troubleshooting steps

1. Power cycle the Roku device for 30 seconds
2. Restart the router
3. You can perform a Network Connection Reset on your Roku device by going to Settings> Advanced system settings > Network connection reset > Reset connection.
   • Note: Before doing make sure you know your WiFi credentials. 
4. After the network reset, your Roku device will restart, and you will need to return to the Settings menu to set up your wireless network again.

If the issue persists, you can connect your streaming device to a mobile hotspot as a temporary workaround to ensure it does not have a problem.

For additional troubleshooting steps, please see this article: How to fix internet errors and issues on your Roku streaming device.

Thanks,
Arjiemar

[rteo]

Thanks for your reply.

I have done all this troubleshooting . I have also been on the call with support and did all kind of troubleshooting I don't understand why is so hard for Roku Support to understand that this issue it's because of the software update . Can you please provide a lower version than the one I have now ?

[Kylielauryn]

Thank you, I did that and when I turned my TV back on the issue still persisted. 

[RokuJechealR]

Thanks for the update, @Kylielauryn.

We understand you are still experiencing connectivity issues on your Hisense Roku TV, and we'd be more than happy to investigate further.

For us to better help you, we will ask a set of questions to isolate the issue:

• What is your device's OS version?
• Are you encountering any error codes or messages?
• Who your ISP is? (Internet service provider) and what is the make and model of your router?
• Have you tried connecting your Roku TV to an alternate wireless network, like a mobile hotspot, to see if the same issue occurs?

For troubleshooting purposes, we recommend performing a factory reset from the settings menu by following the steps below:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select advanced system settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions.

If the issue persists, provide us with the specifics such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We look forward to hearing your response and receiving your device details.

All the best,
Chel

[Discinwillie]

Hi there I have a Roku Hisense TV that will not connect to the Wi-Fi even after being reset. I reset the Wi-Fi, router/modem and TV as well as reset the network. None of these things worked.

The Hisense model number is 6series-58

The serial number is x035001a6rdy 

The device ID is s139y44a6rdy 

The software version is 13.1.4 •build 6800-HE

The internet service provider is spectrum.

The modem/router is Arris TM1602A

[RokuArjiemar]

Hello! @Discinwillie,

Thank you for your post in the Roku Community!

We appreciate you contacting us regarding your Hisense Roku TV's trouble connecting to your Wi-Fi and attempting some troubleshooting steps to resolve it. We are happy to help.

• Is this the first time you have experienced this issue? When did it start?
• Did we recently make any changes to your network or network provider?
• Do you have cellular data so we can try connecting your device to your hotspot?

You can connect your streaming device to a mobile hotspot as a temporary workaround to ensure there is no issue with your device. If you still can't connect, we recommend performing a factory reset.

If the issue persists, please provide us with the Tracker ID when this issue occurs (when you see this issue arise, press the Home button five times, followed by the Back button five times, and provide us with this ID)

For additional troubleshooting steps, please see this article: How to fix internet errors and issues on your Roku streaming device.

Thanks,
Arjiemar