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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ntea
Level 8

Roku Express+ suddenly won't connect to internet

What is wrong with Roku Express+? My modem/router is fine - I'm typing this on the same internet connection. What did you do, Roku, that now prevents my Roku from connecting to WiFi? And the Express+ can't connect any other way, so you have to fix it. I was so happy when you fixed your remote firmware problem (it took 5 months!), and now this? Why must you keep "updating" things that aren't broken, to the point where you break them? FIX THIS!

33 REPLIES 33\
AvsGunnar
Community Streaming Expert

Re: Roku Express+ suddenly won't connect to internet

@ntea 

Most networks consist of both a 2.4Ghz and 5Ghz wifi band.  If you have a merged network (using the same SSID network name to connect all your devices to your wifi connection), then there is possibility that your 2.4Ghz has an issue. (The Express+ only operates on the 2.4Ghz band). Your computer may be connected to the 5Ghz band currently. 

Initial step is to restart both your router and the Roku Express+ to see if resolves issue.

Otherwise, you will need to verify from your router's settings that the 2.4Ghz band is enabled and broadcasting and set to a channel between 1 and 11. 

Post back with an update with both Roku model number and router model number if you need more help.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.

0 Kudos
Nwolfe8
Level 7

Re: Roku Express+ suddenly won't connect to internet

I have Comcast and my Roku will not connect out of absolutely no where. Iv restarted the modem and Roku express ans it will not connect to my internet! My Xbox connects and can play games but my Roku won’t? I don’t understand how it’s an internet issue Iv done nothing different in 2 years?? 

AvsGunnar
Community Streaming Expert

Re: Roku Express+ suddenly won't connect to internet

@Nwolfe8 

"I don’t understand how it’s an internet issue Iv done nothing different in 2 years?? "

Chances are you didn't do anything but most routers contain some "automatic" settings enabled by default.  One of these is your Wireless Channel that the network is communicating to your wireless devices on.  If you have a Roku Express (any model other than the new 4k/4k+ models) then they only operate on the 2.4ghz band recognizing only a Wireless Channel of 1 though 11. (1-11)

If a router is set to Auto for "Channel" in the Wireless Settings configuration of your router, then the router will automatically try to find best channel regarding congestion, interference, strength, etc. and then automatically change as needed.  If your router is capable of seeing channels 12, 13, or 14 then Roku cannot see those channels and will disconnect.  If your router is capable of only seeing channels 1-11, then Auto setting is fine. (automatic changing of channels will not adversely affect Roku).

This is why it is recommended to manually assign the router Channel to a fixed number. (normally 1, 6, or 11).  The router will no longer switch channels automatically.  You may still experience some disconnections if the channel gets too congested or experiences too much interference, but the router will no longer switch to an unsupported channel of 12, 13, or 14 that the Roku cannot connect to. (in this instance with a manual channel assignment, normally restarting router will be all that is needed to regain connection).

The Xbox is capable of using either your 2.4ghz or 5ghz band, whereas the Roku Express is limited to using your 2.4ghz band so has to be configured properly to work.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.

antigone16
Level 8

Re: Roku Express+ suddenly won't connect to internet

I am having the same problem, suddenly, and have restarted my router, modem and Roku Express + multiple times. I have changed the channel on my router from "auto" to 1, and the Roku still can't detect the WiFi network. I have a Netgear WNR2000 router.

I have checked my router setup again, and have changed the mode to up to 500mps. Am going to restart everything AGAIN, and see if the Roku will work again.

Very annoying! But, I'm glad I found this thread with potential fixes!

(edit) The Roku is still not connecting. Will throwing it across the room help??

AvsGunnar
Community Streaming Expert

Re: Roku Express+ suddenly won't connect to internet

@antigone16 

When you say that you cannot connect to your wifi, is the Express+ not seeing your SSID (network name) but seeing other network names, or is it merely not connecting to internet?  Additionally, who is your ISP (internet provider).  I am assuming your Express+ has worked on this connection previously?

Now that you have changed the Wireless Channel, try going into the Roku settings and resetting the network connection.  (Settings..System..Advanced...Reset Network Connection...Connection Reset)  After the Roku resets, you may have to press Scan Again a few times in the Connection screen a few times.

Other initial things to try is lowering back to 145mbps, selecting wireless channel 6, and selecting None under security options. (this will just be for troubleshooting.)  Restart router and Roku and see if this helps.

A couple of different settings we can try and verify.  Post back with the above info and can go through additional troubleshooting as needed.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.

antigone16
Level 8

Re: Roku Express+ suddenly won't connect to internet

Thank you! My Express+ is not seeing my network name, even when I type in all the information. No other networks show up. ISP is Comcast. And yes, the Roku worked fine up until yesterday, when I was streaming a radio station (Radio Paradise, that I access often) and it suddenly stopped. Ever since I'm getting the "not connected" message.

I will try to reset the network connection.

(edit) Resetting the network connection on the Roku didn't help.

Neither did changing the settings on the router like suggested (145, channel 6, none). Doing that disconnected all my other devices from WiFi. I've changed the router settings back (left it at 145, auto, and a security option) and my devices are reconnected to the WiFi.

0 Kudos
AvsGunnar
Community Streaming Expert

Re: Roku Express+ suddenly won't connect to internet

@antigone16 

The previous settings of 145, ch6, and No Security are the default settings of the Netgear WNR2000 in initial setting up the router to test operation and ability to connect to internet.  Having this router set to "Auto" channel has caused issues with other Roku devices, but this does not appear to your case because it worked previously set to "Auto".

The fact that your other devices are connecting and working, we can conclude that the router is broadcasting and operating properly (since this is only a 2.4ghz band router).  Especially if this is the only router in place in your network. (If you have another router in line, can't rule out a network conflict yet.).

Since the Express+ is failing to see SSID of this router and any other SSIDS (from neighbor's networks), and you cannot connect through private network (manually entering your network information),  would have to conclude that either the internal wifi chip and/or antenna has failed (gone kaput), and no longer communicating with router.

The last resort attempt is to factory reset the Express+ (press and hold reset button for 30+seconds).  Or you access it through Settings..System..Advanced...Factory Reset.   Return your router to ch6 prior to doing this factory reset of Roku device.  If the Express+ fails to see the network in order to complete its setup after the factory reset, then a replacement device is most likely needed as you have reasonably exhausted the steps available to you. 

A final test to check wireless integrity of the Express+ is to try to connect to a mobile hotspot on the 2.4ghz band (if available to you).  If you find you cannot connect in this manner, then further indicates internal hardware issue and not router/network issue.)  

If your Express+ is less than a year old then should be covered under warranty.  https://support.roku.com/article/208757058

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.

0 Kudos
antigone16
Level 8

Re: Roku Express+ suddenly won't connect to internet

A factory reset seems to have fixed the problem. I have changed the router settings back to "auto" for the channels. I hope that won't screw things up again. Thanks so much for the help! My Roku Express + is 1 year and 3 months old, so out of warranty.

AvsGunnar
Community Streaming Expert

Re: Roku Express+ suddenly won't connect to internet

@antigone16 

Good to hear back up and running and that the Factory Reset worked for you.

If the Auto channel assignment is working fine for you, then you should be good to go.  As stated, some routers do a good job with automatic settings, others not so much.  As long as you remember the channel selection as a troubleshooting step, then you should be able to enjoy Roku on Auto. (no worries there).

Thanks for posting back, always appreciate when users report what worked for them.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.