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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Courtney3256
Level 7

Not connecting to internet on express 3900x

my roku updated on 9/14 and disconnected itself from my internet after the update. All my other devices in the house connect fine and on the tv it says connection is excellen but when i click to connect it tells me that theres a connection issue. I restarted my router, the roku and even did a factory reset on the roku and it still will not connect to the internet. Anyone know how to fix this issue!?!

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2 REPLIES 2\
Hlsmart
Level 7

Re: Not connecting to internet on express 3900x

We are having the same issue with 3 of our rokus! I have reset the router, reset the rokus and still issues. Not a solution, but hoping someone can resolve this as it’s frustrating!

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RokuKariza-D
Roku Employee
Roku Employee

Re: Not connecting to internet on express 3900x

Hey @Courtney3256 @Hlsmart

Thanks for bringing this to our attention.

Could you provide us the following information:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-Internet Service Provider
-Router make and model
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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