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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dollyy1221
Level 7

Just bought Roku won’t connect

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I just bought my roku express and I’m trying to go through the guided set up but I won’t connect to the wireless. I’ve reset my router and my roku and neither has worked. I can’t get past the guided set up.

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StreamerUser
Level 20

Re: Just bought Roku won’t connect

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@dollyy1221 

You need to be explicit about the model # of your Express (look on the bottom of the device, or on the box).

If you are able to pair/control the Express with your remote but wireless wont connect, what error messages/specific behavior are you seeing?

Nearly all Express models are 2.4Ghz-only (the Express 4K/4K+ support 5Ghz too), so you need to make sure your modem/router/gateway has its 2.4Ghz SSID enabled, and its preferably set for channels 1, 6, or 11 with a 20Mhz width.

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Crissy2001
Level 8

Re: Just bought Roku won’t connect

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I'm having the exact same issue! My remote won't pair and I can't connect to my wifi! I'm EXTREMELY disappointed! 

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StreamerUser
Level 20

Re: Just bought Roku won’t connect

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@dollyy1221 

You need to be explicit about the model # of your Express (look on the bottom of the device, or on the box).

If you are able to pair/control the Express with your remote but wireless wont connect, what error messages/specific behavior are you seeing?

Nearly all Express models are 2.4Ghz-only (the Express 4K/4K+ support 5Ghz too), so you need to make sure your modem/router/gateway has its 2.4Ghz SSID enabled, and its preferably set for channels 1, 6, or 11 with a 20Mhz width.

StreamerUser
Level 20

Re: Just bought Roku won’t connect

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@Crissy2001 

You need to be explicit about the model # of your Roku (look on the bottom of the device, or on the box).

Your issue is likely different than the OPs.

Is the green light on the remote (inside the battery compartment) blinking?  If it is, trying putting the remote right next to the Roku. 

You may need to remove the batteries, restart the Roku, then when the Roku gets to the pairing screen, put the batteries back in and put the remote an inch or two from the Roku.

Nearly all Express models are 2.4Ghz-only (the Express 4K/4K+ support 5Ghz too), so you need to make sure your modem/router/gateway has its 2.4Ghz SSID enabled, and its preferably set for channels 1, 6, or 11 with a 20Mhz width.

If your Roku (and modem/router/gateway) supports 5Ghz, try setting the 5Ghz channel to 36, with 20Mhz width, and make sure your 2.4Ghz SSID is different than your 5Ghz SSID.

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Crissy2001
Level 8

Re: Just bought Roku won’t connect

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I checked everything you mentioned, but my Roku Express 4k+ model 3941R is still not pairing the remote that came with it, nor find my wifi. Thanks for the suggestions though.

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StreamerUser
Level 20

Re: Just bought Roku won’t connect

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@Crissy2001 wrote:

I checked everything you mentioned, but my Roku Express 4k+ model 3941R is still not pairing the remote that came with it, nor find my wifi. Thanks for the suggestions though.


Try a Factory Reset - with the power on, hold the Reset button on the back of the Roku for 45 seconds.

If it still wont pair after that (using the method I described above), I suggest you return/refund/exchange it.

dollyy1221
Level 7

Re: Just bought Roku won’t connect

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It gives me code 14.50

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StreamerUser
Level 20

Re: Just bought Roku won’t connect

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@dollyy1221 

If you've:

1) Rebooted your modem/router/gateway, and

2) Verified the 2.4Ghz settings I already provided,

3) Try using your phone as a Hotspot for the initial software download/setup and activation, and then switch it to your modem/router/gateway's WiFi after that.

4) If it still wont connect, I recommend return/refund/exchange for the $30 Express 4K+.

 

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koolkat13
Level 8

Re: Just bought Roku won’t connect

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Thanks!

My **bleep** little Roku Express will work for months without incident then out of the blue can’t find my router. I want to say I hate Xfinity but I was able to change my ghz & channel settings from their app & get Roku back online. 
It’s a great tip if you’re willing & able to make those adjustments. 

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Artz1
Level 7

Re: Just bought Roku won’t connect

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My Roku express has just done the same thing. For many months it’s been fine but for the past few days it says that my wireless connection is poor, and all of my other devices like phone and iPad are fine. So it won’t steam on Xfinity. I have done all of the above recommendations and it still won’t become back. 
My wifi is on channel 1 , how do I change that to 6 or 11 ? In the Xfinity app?

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