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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hwy101man
Level 7

Roku Express buffering problems

Good Day, I have three Roku Express Model 3900X running SW 10.0.0 build 4209-51.  They all experience the same buffering issues where audio will be interrupted, and sometimes the picture will "reboot". This does happen on some channels more than others.

I have Xfinity internet and had a technician out yesterday checking signal levels and he made some changes to improve download speeds that are now more than 300mbs.  Signal strength to the three Rokus is "Excellent".  Before the tech left, he called his supervisor who told him Xfinity has seen this issue with other customers and that Roku may have a solution.  Please help.

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3 REPLIES 3\
RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Express buffering problems

@hwy101man

Thanks for the post.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express/Premiere is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to provide us with the serial number of your Roku from Settings>System>About along with the answers to the above questions and I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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htjr1
Level 7

Re: Roku Express buffering problems

I have two devices an roku express and a roku stick. I have connected both to the same TV, and internet. Only the roku express is buffering intermittent on any app I use. On the spectrum app, roku channel app, and others. The roku stick does not buffer at all on the same apps. There seem to be a problem or defect with the roku express serial # YG003L689714, version:10.0.0 build 4209-51. The roku stick which is working fine has a serial # 2LA4C6076854, version 10.0.0 build 4209-09. What can be done to resolve the roku-express issue. I can not use it any more because of the buffering and often it say it is not even connect to wi-Fi.  I have used the stick for a week straight no issues.  As soon as the express is connected it starts buffering.  So it is not my internet. It is the device. It seem a replacement is required. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Express buffering problems

@htjr1

Thanks for the post.

Please be aware that buffering typically is related to wireless connectivity issues.

If you are experiencing issues with only your Roku Express device, I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to provide us with the serial number of your Roku from Settings>System>About along with the answers to the above questions and I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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