Same thing here. Happened today. Three Roku Express suddenly won't even see my SSID. 12 other devices in the house are all still ok. I can see 12 or so neighbors SSIDs, I can see my iPhone in hotspot mode. Just not my Linksys DD-WRT router. The one I'm writing this note thru. The Roku is 8' from the router. There is zero customer support from these idiots. I just wrote a note to their Investor Relations people explaining what useless junk they sell. I think I need to move the info to more widespread distro, here we're all unfortunate customers, we've already been duped by Anthony Wood, founder and CEO and Chairman of the board. He needs to know what garbage they are selling. BTW, my original Roku which is probably ten years old but not HD works fine.
Yeah, after no support from these people, I threw out the Roku’s and replaced them all with fire sticks. It’s unfortunate, I only bought the thing 4 months ago. I will never even consider a Roku in the future. I can only imagine how many more people like me there are. If you sell tech or streaming devices, easily accessible customer support needs to be a priority.
I tried for hours searching online one day and was only able to get in touch with scammers from India and this community forum where I never received more than the generic troubleshooting methods and a few users’ “hacking” methods, while very creative and may have worked, I really didn’t have time or the patience anymore to try. I gave up, cursed Roku vowing never to purchase one of their products again, and bought something from someone else.
As an update on my issue...
After a couple of weeks of discussing here Dany passed my issue onto Roku support. Support took a week to respond but eventually agreed to replace the stick. It took around three weeks to arrive and is now working. As I suggested at the start my Roku stick had failed, but it was painfully slow to get a response, and quite honestly a waste of my time.
I will not be purchasing any further Roku products, their support is abysmal.
That would have been so wonderful... but every time I tried to message Danny or the other one, I got an error message that I had reached the limit of sending messages or more exactly “you have reached the limit for number of private messages that you can send for now. Please try again later”. I tried 4 times on different days and got this message every time.
When I tried to comment on a thread and @RokuDanny-R to explain that I have not been able to successfully private message him (I have a screenshots of the messages and the errors) every single time Danny would respond with the “troubleshooting methods” generic response and telling me to private message him if the methods didn’t work. So basically no help at all. I think that’s what I was most angry about. It was as if he didn’t even bother reading my message.
Then I said screw this and went to the online store to buy something else. And if I ever get bitter about this extremely horrible customer care, I can always go online and detail my experience of buying one of their products, it working for 4 months and how I was given the runaround by Roku Community “care specialists” for 2 more months before realizing they were not going to help, especially if they couldn’t bother reading any of the public messages I posted about not being able to private message any of them.
Of all my years as a client relations manager, I have never seen this level of neglect and lack of support for customers. Most business owners and large corporations want to keep their customers so they invest in Support employees. You would think as big as Roku is and how long they’ve been around it would be much better than this.
I was never angry about the device suddenly not able to see my network. I was livid at the nonexistent support for a product I just bought. Anyway, still slightly bitter occasionally but it is what it is and there’s no point getting stuck on something you don’t have control over.
I fiddled with this POS all day yesterday. I have narrowed the problem down a bit. I put a second older router in as a second router behind the main one, both are DD-WRT. The second one is a Linksys WRT54GT-TM. If I set for WPA2 personal or any other WPA schemes the Roku doesn't see it in a network scan. If I set it for WEP it sees it and connects just fine. If I drop security it sees it and connects just fine. Go back to WPA and the Roku doesn't even see it in a scan. So tried manually entering the SSID in the manual or hidden network selection, figuring it just doesn't see the SSID, no good, that does not work. This all started with the 9.4 update. 9.3 was bad enough, it caused network issues. Is there anybody at Roku that knows how to code this stuff????? It's a mess. Also, is there any way to prevent updates? Like I do with any other software or OS, even my iPhone. No automatic updates, they universally break what was working fine.
But for those who also lost connection try the WEP encryption. Don't leave it on since it has vulnerabilities. I suppose you could use WEP and then block all but the MAC addresses of the devices you need to connect to it.
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 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 send me a PM with your Roku account email address and 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.
- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? Yes, been broadcasting the same radios for over 2 years.
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? No. Router settings never changed and Roku's were working up until last week.
- Have you tried moving the device closer to your router to see if you can get connected? Not relevant, they were working in their current locations before.
- How long have you been experiencing this problem? 4 days
PM sent to you yesterday.
I have confirmed that editing your SSID Advanced Settings by untoggling the 'Allow legacy 802.11b rates' works in OpenWRT 19.07.3 on a Linksys WRT3200ACM. Three Roku Express devices now reconnected.
Please don't take me for an idiot. Those support pages are for idiot problems...not plugged in, wrong SSID, etc. I'm WAY beyond that. My router IS working great on 2.4gHz...I have about 10 other devices, cameras, etc connected to it just fine for years. Changed the channel several times. I have moved the Roku to be right next to the router. This problem started when 9.4 was loaded last Friday. On 3 Roku Express devices. They all stopped at the same time. No change to the router for many months. What I did do as a work around was to add a second router a WRT54G with DD-WRT OS and while that also didn't get recognized by the Roku, I tried changing to WEP encryption on the second router, not on the primary one. Doing WEP on the primary router would be way too disruptive here. But making the WRT54G with DD-WRT to be WEP with 128 bit key and using MAC address filtering to only allow Roku's through I can use the Roku devices. All of them but if I go back to WPA2 all Rokus will not even see the SSID.
You folks have a firmware issue.
BTW, on the Rokus I can see about 14 other routers from my neighborhood.
I will send this info plus s/n and email address separately