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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Dtrigleth
Level 7

Roku Express will not stay connected to internet

I'm having the same issue with my 3900x. It will say it's connected, then a couple minutes later it will say it's not. It just took me a full day to get it re-activated. Now that it's finally activated again after about 20 factory resets, it still won't show time of day when on the home screen, which was always the sign I was experiencing an internet outage. I've reset everything all the way to my modem, and my 3900x is still not behaving. But everything else on my network is fine.

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6 REPLIES 6\
RokuKariza-D
Roku Employee
Roku Employee

Re: Express plus will not stay connected to internet

Hello @Dtrigleth

Thanks for reaching out here in the Community!

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, please be advised that your Roku Express 3(900X) is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. 

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Let us know how it goes!

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Dtrigleth
Level 7

Re: Express plus will not stay connected to internet

I've already been through that article, and I've tried every channel, including 1, 6, and 11.

I'm pretty sure the wireless chip is faulty. 

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Dtrigleth
Level 7

Re: Express plus will not stay connected to internet

Might as well add that my Roku Ultra has no connection issues. 

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AvsGunnar
Community Streaming Expert

Re: Express plus will not stay connected to internet

@Dtrigleth 

Are you using your Ultra w/ wifi or ethernet?  If wifi, chances are it is connecting to the 5ghz band.  Try connecting it to the 2.4 ghz band and see if you still have a stable connection.

Could be the Express or it could be your network.  Under the Wireless Settings of the 2.4ghz band, try lowering the Channel Width/Bandwidth to 20mhz and maybe try adjusting the Mode/Protocol. (first try g/n, then try n only).  Disable any option that shows "b" protocol or "legacy device support".  Although channels 1, 6, and 11 are the preferred channels to use, they may not be the best for every network situation.  You may have to try some others. Any number between 1 and 11 is compatible with Roku.  Easiest way to find best channel is through a free wifi analyzer app downloaded to a mobile device.  The app should be able to tell you network strength and how congested a particular channel is. (Ideally choose a channel that has the fewest number of access points).

Normally do not need to restart router after changing channels, but do have to restart router after adjusting Channel Width and Mode/Protocol.  Would also restart the Roku after every router restart.

Post back with your router model number if you try all the above and still having problems.  Note if any of the changes were better or worse or if you are getting any error messages.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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Dtrigleth
Level 7

Re: Express plus will not stay connected to internet

The Ultra is also on 2.4ghz wifi.

I'm sure most people who post on here might not know to do everything you just said, but I work in IT and engineering and literally tried every combination yesterday.

Tried every channel at both 20 and 40 mhz.

I have a Netgear Orbi RBR20.

I went ahead and bought a new Express yesterday. I've spent enough time trying to get this one to work.

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AvsGunnar
Community Streaming Expert

Re: Express plus will not stay connected to internet

@Dtrigleth 

Assuming the new Express connected with no issues.  Good to hear.

With the Orbi, couple of additional factors to take into place is that they have a tendency to inundate the 2.4ghz band with devices in their allocation. (More device placed on one band, the more interference you will encounter.  Since many residential household devices like microwaves and smart appliance and wireless devices like cameras, etc use the radio frequencies of the 2.4 ghz band, this can get especially troublesome for some.  Add in the fact that close neighbors are using the same spectrum and this can be compounded.)

Most people get the Orbi thinking (or actually) needing the increased wifi coverage.  Since these are pretty powerful systems, if you put them into a space too small, you will likely amplify the intereference problems from the various antennas of the wireless devices.  The firmware updates of the Orbi have attempted to address the various issues of the above.

If you begin to have problems with the new Express, you can try seperating the SSIDs, and lowering the transmit power of the Orbi to 75%. (This should help force devices to connect to nearest satellite).  Also suggest placing the Ultra on the 5ghz if possible to help mimimize competition with the Express for 2.4ghz band resources.  And of course, keep track of the firmware updates for Orbi.  Sometimes a newer firmware update can unexpectedly cause issues.  Conversely, not using the latest firmware can also start to cause issues when devices like the Roku issue software and firmware updates.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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