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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Rodsoup
Level 7

Lost Connectivity during the Game

7th inning for the game, I "lost connectivity".  Now it is unable to connect to the wireless network, yet both my computer and the Roku TV is connected.  I have rebooted my router, unplugged the devise, turned off the tv and device to no avail.  Is there anyone I can speak to to figure this out?  

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8 REPLIES 8\
StreamerUser
Community Streaming Expert

Re: Lost Connectivity during the Game

Need more info: 

1) Roku model # and firmware version (Settings/System/About),

2) app used and version (highlight press options (*) button),

3) WiFi config (2.4Ghz or 5Ghz, single or separate SSIDs, etc),

4) etc

StreamerUser
Roku Community Streaming Expert

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Rodsoup
Level 7

Re: Lost Connectivity during the Game

my unit is a 3960X I was on Xfinity app, using the HDMI connection.  my router is a 1GB, not sure how to answer the questions, thanks for helping.

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StreamerUser
Community Streaming Expert

Re: Lost Connectivity during the Game

There is no "3960", and I provided you explicit steps on how to check model # and firmware version - read previous post again.

You need to know how your WiFi is configured - check your modem/router/gateway's wireless/WiFi configuration pages for the info, or deduce it from viewing available networks on client devices.

StreamerUser
Roku Community Streaming Expert

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Rodsoup
Level 7

Re: Lost Connectivity during the Game

I WROTE TO YOU WHAT IS ON MY ROKU DEVICE.  I FOLLOWED THE INSTRUCTIONS THAT WERE PROVIDED ON THE WEBSITE TO NO AVAIL.

 

PLEASE TELL ME WHOM I CAN SPEAK TO.

 

THANKS

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Rodsoup
Level 7

Re: Lost Connectivity during the Game

I am attaching a picture of my devise20210628_160843.jpg

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StreamerUser
Community Streaming Expert

Re: Lost Connectivity during the Game

See my original response to you on how to check model # and firmware version.

(image shows a 3920, not the claimed "3960") - still no firmware version.

Your 3920 may have updated today to 10.0.0-4209 - Check Settings/System/System update and "Last updated" - is it today?

StreamerUser
Roku Community Streaming Expert

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Rodsoup
Level 7

Re: Lost Connectivity during the Game

I apologize for the out burst, my 3 kids were driving me crazy.  And to top it off it wasn't my Roku account, it was Xfinity that had a problem.  I did check to see that my equipment is up to date.

 

Again, I apologize for getting crazy.

 

Thanks for your help

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StreamerUser
Community Streaming Expert

Re: Lost Connectivity during the Game

Glad its resolved - at least now you know who to go to first if you have similar issues with the Xfinity app.

StreamerUser
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.
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