Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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patriotsmom11
Level 7

Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Strange things are happening! Router works fine and connection on all other devices work great! My roku stick and my daughter's roku tv both stopped working yesterday and will not connect to our wireless connection.  Signals are strong, but neither device will connect. We have rebooted router, unplugged roku devices, system restart, factory reset.  However, my roku stick just connected to my phones hot spot and it setting up again. What would cause this to happen? The router is located 25 feet from my roku stick and my laptop which is about 6 ft away from my roku stick and tv connects with no problem so I know its not a router issue. Any suggestions? We are both stumped!  

18 REPLIES 18\
Lakegirl
Level 7

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

We are having the same issue.  Both of our Roku Premier devices are not working. Our internet is working fine.  We have restarted, and our internet no longer is displayed.  We are so frustrated as we have worked on this for over half a day.  Can anyone help?  Yes we even restarted the router, but it's not that.  Roku is not pairing.  HELP!  Thanks.

 

LukeGrimit
Level 8

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Just posted about the same problem been having it for a few days now

atc98092
Community Streaming Expert

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

If the Roku still sees other networks (such as the hotspot), just not your own, then the wireless radio is working correctly. So the issue is something changed on your router.

Most Roku devices only work on the 2.4 GHz radio band, with the Stick, Ultra, Express 4K+ and Soundbar as the only current models with dual band radios that also work on 5 GHz. If your ISP has control over your router, it's possible they have disabled your 2.4 GHz radio. No one knows why, but some ISPs have been doing just that. So you need to access your router config screen and confirm 2.4 GHz is enabled.

The next thing is what channel it's using. On the 2.4 GHz band, there are 14 available channels, but Roku devices only work on 1-11. Since your router is almost certainly set to auto-select its channel, it is possible the router has changed its channel to 12, 13 or 14. You might have other wireless devices that can see it, but your Roku can't. Your other devices might also work on 5 GHz, which would also explain why they can still connect. So the next step is to manually assign the channel. The best channel to use is 1, 6 or 11. Just pick one. But if you get interference from someone else's WiFi, then try one of the other two.

Dan

Roku Community Streaming Expert

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belugatex
Level 7

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Dan,

Thanks for trying to help.  I’m dealing with the same issue as the posts above—Roku Premiere worked perfectly on Friday, stopped working Saturday, and none of the suggested solutions have worked.  Your very detailed post left my head swimming (my problem, not yours) as I don’t know how to start following some of your recommendations.  It is just over my head.  I will say that when I tried to manually pair the device (no Roku devices appear when I try to activate/pair) and enter the IP address, it still doesn’t see it.  Do you know what might have happened to cause these devices to just disappear from their networks?  Thanks again for your work as a mod!

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atc98092
Community Streaming Expert

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Oh, I'm not a mod. Just another user that has some experience. Smiley Very Happy

When you say pair, exactly what are you referring to? The network connection? Just a clarification. Pair usually refers to pairing a remote to a device, or perhaps wireless headphones. 

Are you attempting to connect a Roku app on a phone or tablet to the Roku? That won't work until the Roku is connected to the network. 

I can't provide detailed info on how to log into your router to check its WiFi settings. It differs by brand, and if your ISP has control of the device. (Many cable companies have the ability to log into your router and change the settings). If you do a web search using your router make and model, you can probably find some guidance on how to log in and view/change settings. 

Dan

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee, just another user.
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IamBinx
Level 7

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Same here. 2 devices were working fine this morning and now they are not. So frustrating. 

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RokuMary-F
Roku Employee
Roku Employee

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Hi @IamBinx,

Welcome to the Roku Community! 

I apologize for your experience here. I understand that you are having trouble connecting to your home network.

Try taking a look here for more tips about troubleshooting that network error code: What should I do if I cannot connect to my home network or ...
We recommend rebooting both your wireless router and your Roku device.
I'd also recommend trying to connect your device to an alternate network, such as a mobile hotspot.
Keep us posted with what you find out.

Thanks,
Mary

 

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LukeGrimit
Level 8

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

So if you had actually read it you would know it connects to a mobile hotspot fine but not our specific network. Have tried restarting both and it has not worked any other suggestions?

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LukeGrimit
Level 8

Re: Both Roku devices stopped working same time. Won't connect to wireless, but hotspot works?

Went in and tried what you said didn’t work there’s no options in my network setting to turn 2.4 or 5 on or off just change the channels and stuff so idk we have xfinity. Any other ideas?  

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