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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Rae2021
Level 8

Can’t connect

I’ve had my Roku Premiere for a few months and it’s never given me any issues. It disconnected from the internet the other day and I haven’t been able to reconnect it. It’s on a 2.4 network. I’ve tried restarting, factoring reset, holding the reset for 30 seconds and its still not wanting to connect. Any other things I could try? Thank you

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8 REPLIES 8\
DBDukes
Community Streaming Expert

Re: Can’t connect


@Rae2021 wrote:

I’ve had my Roku Premiere for a few months and it’s never given me any issues. It disconnected from the internet the other day and I haven’t been able to reconnect it. It’s on a 2.4 network. I’ve tried restarting, factoring reset, holding the reset for 30 seconds and its still not wanting to connect. Any other things I could try? Thank you


What I'm not seeing in your post is what is happening on the screen. Does it see the network but won't accept the credentials? Does it not see the network? Does the setup never get to the network connection screen? Give us more data so we know what's going on.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Rae2021
Level 8

Re: Can’t connect

After I restart it, I select English. then it brings me to the network screen  

Yes, it sees my network. I enter my password - I triple check it is right. It spins for a minute or so and then I get the “unable to connect” screen. And then I can’t get to any other screen than the network list. 

it was working fine from the same network the other day. I’ve restarted the router too. Everything else in my house is connecting with no issues. 

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DBDukes
Community Streaming Expert

Re: Can’t connect


@Rae2021 wrote:

After I restart it, I select English. then it brings me to the network screen  

Yes, it sees my network. I enter my password - I triple check it is right. It spins for a minute or so and then I get the “unable to connect” screen. And then I can’t get to any other screen than the network list. 

it was working fine from the same network the other day. I’ve restarted the router too. Everything else in my house is connecting with no issues. 


You may need to try to rule out something causing interference with your WiFi at that location. Can you move the Roku to a TV that's a lot closer to your router and see if it will set up? If it does, something is interfering at that location and you'd need to check anything that might have changed or begun blocking or otherwise interfering there. If it's very near the router and won't connect, it may the the Roku device itself.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

makaiguy
Community Streaming Expert

Re: Can’t connect

Give this a try:

  • Restart your router (even if other devices have no problem finding and connecting). Sometimes that's all it takes, if not keep going.
  • Restart the Roku to clear its memory via Settings > System > System restart (for a Roku TV it's Settings > System > Power > System restart). Again sometimes that's all it takes, if not keep going.
  • Find and connect to your network via Settings> Network > Set up connection

If that doesn't fix it, try disconnecting the power to your Roku for a few seconds.  When it comes back up, see if you then can set up the network connection.

Let us know how you make out.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.
Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.
Rae2021
Level 8

Re: Can’t connect

I appreciate all the advice. I’ve tried these steps and have connected it to all 3 TVs in the house and its still not working. I think it died.  Lol. 

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AvsGunnar
Community Streaming Expert

Re: Can’t connect


@Rae2021 wrote:

I think it died.  Lol. 


Quite possible, if it did you have a one-year replacement warranty on it.

Have you tried to see if you can connect to a mobile hotspot (if you have that option)?

Are you now stuck in setup mode and network selection since you factory reset or can you get to the Roku Home Screen?

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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Rae2021
Level 8

Re: Can’t connect

Stuck in the set-up mode. Haven’t tried a mobile hotspot. I’ll try to dig up my receipt to see when I got it. Pretty sure it was over the summer though! 

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AvsGunnar
Community Streaming Expert

Re: Can’t connect

https://support.roku.com/article/208757058 (step by step returns procedure) in case the mobile hotspot doesn't work for you.

I don't think you even need the receipt.  Most of these are done by serial number and activation date.  If you think you activated it soon after you bought it, that info is located in your account dashboard at https://www.roku.com/.  

Post back if you can get connected to hotspot and still having problems.  Basically you are trying to use hotspot to not only check if the Premiere can establish a connection, but if you can complete the setup procedure and then steer device back to your home network connection.  Remember to set your hotspot to the 2.4ghz band as well since the Premiere can only see the 2.4.

Also feel free to post back your router model number and what you current settings are from the admin panel of the 2.4gz network (Wireless Settings page) in order to eliminate a network issue that may be preventing the Premiere from connecting.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941