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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MisDeb
Level 7

My Roku unhooked from the network

My Roku decided to unhook itself from the internet.  when I try and scan for networks, nothing comes up.  I tried to do a factory reset and now I can only get to the Lets Get started page.  When I move to the network page, I still get no network options.  I am less than 10ft from router and modem.  The Roku is less than 6 months old.  I have other Roku's and they are working fine, so far.  How do I fix this?

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5 Replies
MisDeb
Level 7

Re: My Roku unhooked from the network

How do I make my Roku actually SCAN for the internet.  I was working fine and now it uh hooked itself and I can not get it to scan.  I have tried going to private connect and entering the name of the network and still nothing.  This is less than 6 months old.  Is it now trash?

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atc98092
Level 21

Re: My Roku unhooked from the network

First question: when you first set it up, did it see more than your own network? And now it doesn't display any? Or are there no nearby neighbors with WiFi? 

I'm asking because we need to determine if it's your Roku WiFi radio or something with your network. If you see other networks but not your own, then we need to check your wireless settings in your router. What you need to check is the channel your 2.4 GHz radio is using in your router. By default, almost all routers are set to Auto, meaning they will assign the channel they think will work best after scanning for other wireless access points. But sometimes it chooses a channel that isn't supported by Roku. In the 2.4 GHz band, Roku devices will only see and connect to wireless using channel 1 through 11. If your router set itself on channels 12, 13 or 14, your Roku won't see it. 

If your router is provided by your ISP (such as a cable company) sometimes they purposely disable the 2.4 GHz radio and leave the 5 GHz radio as the only option. But only a few models of Roku devices support 5 GHz, so if 2.4 is turned off, again you won't see anything. So check and ensure the 2.4 GHz radio is enabled.

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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MisDeb
Level 7

Re: My Roku unhooked from the network

This is the 5th roku in the house.  3 of them are the same model.  The other 2 are still working fine.  It will not scan for networks.  It worked fine for months, then today it unhooked itself and will not scan for a network.  I do understand the 2.4 Ghz as our pool also will only work on that  frequency.  It is working just fine.  I have even tried a factory reset.  nothing.  

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atc98092
Level 21

Re: My Roku unhooked from the network

That sounds like a hardware failure of the WiFi radio in the Roku. Not a common failure, but it happens. If it's less than a year old, it's under warranty, and from what I've seen Roku honors their warranty well. @RokuDanny-R or @RokuMary-F can assist you with that. 

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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RokuDanny-R
Roku Employee
Roku Employee

Re: My Roku unhooked from the network

@MisDeb

Thanks for the posts.

Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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