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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Jeannemd
Level 8

Roku not connecting to internet and can't pair

I see that others have had issues with this but there is no solution posted. I have a roku stick and I've reset it, the router and the remote. The stick is not found by my router/not connected to the internet and then the remote can't pair. I am stuck in pairing mode. So frustrating!

7 REPLIES 7\
AvsGunnar
Community Streaming Expert

Re: Roku not connecting to internet and can't pair

@Jeannemd 

Since the streaming stick not seeing your network SSID, you will need to verify that your network is configured properly for the streaming stick.

After accessing the router admin settings, you will need to verify under Wireless Settings...

2.4ghz radio is Enabled/On and broadcasting, wireless channel set to 1 - 11, mode/protocol set to b/g/n , channel width/bandwidth set to 20mhz.

5.0 ghz radio is Enabed/On and broadcasting, wireless channel set to 36-48, or 149-161.  (Other channels will not be recognized by Roku), channel width/bandwidth set to 20 mhz, or 20/40. (the channel width can be adjusted for speed after verified connection)

Can also try using a mobile hotspot (if available) to see if you can get through your setup.

If still having issues, post back with router model number and Roku device model number and any errors you may be seeing or any additional info.  (Has stick connected previously or is this a new setup, etc)

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

Re: Roku not connecting to internet and can't pair

Let's make sure we have the terminology straight as it CAN make a difference.  Lots of people report their Roku as a "stick" when is not. 

Roku stick products have a male HDMI connector that can plug directly into a female HDMI port on the TV.  Roku devices that have female HDMI ports and require an HDMI cable with male connectors at both ends to connect to the TV are not considered to be "sticks".

Roku menu path Settings > System > About will give you your model name and number.  It's a good idea to report this info to be sure you get the proper advice.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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jax7915
Level 7

Re: Roku not connecting to internet and can't pair

Did you figure out how to fix this, I have 3 roku devise 2 are stuck on the pairing display want me to enter  tv code

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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku not connecting to internet and can't pair

Hi @jax7915

Thanks for the post.

We do not have enough details from your original message to make an effective suggestion. Could you reply here with a photo of your TV screen showing the issue?

With more information, we can assist you further.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Jeannemd
Level 8

Re: Roku not connecting to internet and can't pair

Nope. Not fixed yet. I've tried chatting with customer support 3 times. First they sent me an extender for the stick. That didn't work, so I chatted with them again and they sent me another remote. That didn't work either (I knew it wouldn't). I honestly haven't had the energy to try chatting with them again.  A friend gave me an apple TV and i don't want them to send me any more remotes I can't use. Let me know if you ever figure it out.

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Jeannemd
Level 8

Re: Roku not connecting to internet and can't pair

I don't know if it helps, but my router had seen the stick and I was able to set up when I fist got it. The issue started when I disconnected the stick from my TV and then put it back again. After that, the device is gone and won't connect to my router.

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Jeannemd
Level 8

Re: Roku not connecting to internet and can't pair

Nope. Not fixed yet. I've tried chatting with customer support 3 times. First they sent me an extender for the stick. That didn't work, so I chatted with them again and they sent me another remote. That didn't work either (I knew it wouldn't). I honestly haven't had the energy to try chatting with them again.  A friend gave me an apple TV and i don't want them to send me any more remotes I can't use. Let me know if you ever figure it out.

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