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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RokuMary-F
Roku Employee
Roku Employee

Re: Roku 4k+ Express Frequently Disconnects From WiFi

Hi @AlecWillett,

Thanks for reaching out to the Roku community!

I'm sorry to hear about the connectivity issue you're running into. I'd be happy to help take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing:
-Could you please verify if you getting any error messages/codes when you are trying to connect your Roku device?
-Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect?  
-How long have you been experiencing this problem?

I would recommend checking out our Support page for troubleshooting issues here: How to check the connection to your home network and the internet | Official Roku Support

I'd also recommend trying to connect your device to an alternate network, such as a mobile hotspot.

Keep us posted with what you find out.


Regards,
Mary

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AlecWillett
Level 7

Re: Roku 4k+ Express Frequently Disconnects From WiFi

here is the answers to your question 

-Could you please verify if you getting any error messages/codes when you are trying to connect your Roku device?
When the device just randomly stops the wifi connection we are exited out of the plex app and back to the Home Screen and from there it says "No Internet / Network Connection, Please reboot Router or Roku.  I have tried just searching for my wifi and connecting which after I put back in my password it says that it cannot connect.  We then unplug power and plug it back it in and it reconnects.

- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect?
I have changed the broadcast channel for the 2.4ghz but not the 5ghz.  I did a wifi scan and found that there was nothing impacting that channel.  I will also also say after the device is reconnected it says that the signal is excellent and the ping results are like 28 to 57 mbps.  Now if I look at my router it shows that it is connected to the Orbi Satellite on the 5ghz  at 234mbps. other Rokus dont seem to be having the issue but I am not home watching the others all day.  The ones that have had the issue is in the downstairs part of the house watched all day by another person. Now I want to note that all of these Roku devices they seem to get kind of warm but since these are new for us I dont know what is normal on them.

- How long have you been experiencing this problem?
we have been having this issue for at least one month.  

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku 4k+ Express Frequently Disconnects From WiFi

@AlecWillett

Thanks for the information.

If you are unable to resolve the issue, can you please provide us the following information:

-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing

Once we have this information, we will pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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mrbenjamine20
Level 7

Re: Roku 4k+ Express Frequently Disconnects From WiFi

I've had the exact same issue for several months with my Roku Express 4k+.  I was hoping that an update would fix the issue but it actually seems like its getting worse.  My older Roku devices work great and have never had this much issue.  To be honest, this device seems like it is defective it happens so frequently and randomly.  I have tried 2.4Ghz only, and one of my Ubiquiti access points is in the same room as this Roku, so I would be surprised if it is my network.  This is the only device that gets disconnected from my wireless.

Have you had any luck resolving the issue or getting a replacement device?

 
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schlumpfling42
Level 8

Re: Roku 4k+ Express Frequently Disconnects From WiFi

Hi,

I have been back and forth with Roku support for a few months and got a replacement device. I haven't had issues for a few weeks now.

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Cannese
Level 8

Re: Roku 4k+ Express Frequently Disconnects From WiFi

I am still having the same issues I had when I first opened this Inquiry. I have tried all the suggested remediation steps from Roku and has not fixed the issue. I did not receive a replacement device, just suggestions from Roku that do not work. 

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