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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Connerjflynn
Level 7

Roku won’t connect to internet after resetting router and factory reset

I’ve read through others with the same problem, but my Roku Premier suddenly stopped working and will not connect to the internet. I’ve restarted it, restarted the router, and done a Roku factory reset and it still will not work. Is there any other guidance?

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9 REPLIES 9\
RokuKariza-D
Roku Employee
Roku Employee

Re: Roku won’t connect to internet after resetting router and factory reset

Hey @Connerjflynn

Thanks for bringing this to our attention.

Could you provide us the following information:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings System About)
-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-Internet Service Provider
-Router make and model
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Bradwesley
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

Having the same issue with one device. Other Roku devices connect just fine. Did a restart disabled ping and did a factory reset. Can’t even set up the device now because it won’t connect. 

Version 91A.00E04209A

S/N YH0007E848594

Device ID K428978488594

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Connerjflynn
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

Roku device model - 3920X 


-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure


-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(these can all be found in Settings > System > About)


-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working 


-Router make and model - Premier 


-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset

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Marluc
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

I am having the same problem!  I was watching and suddenly it stopped and have not been able to reconnect.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku won’t connect to internet after resetting router and factory reset

@Bradwesley @Marluc

Thanks for the post.

Please provide us all the information I asked above so we can isolate the issue. 

We'll keep an eye out for your reply.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Jasminee
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

Mine is doing the exact samething 

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PTorella
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

I cannot get back on Roku.  But I have a strong wireless signal

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Elijah2
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

Please assist me over the telephone to solve my problem.  On my television, my roku will not connect.  I have tried everything and it still will not connect.

I have internet access on my laptop and pad.  I also have Hulu access on these devices but NOT on my TV.  Please assist me!

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Connerjflynn
Level 7

Re: Roku won’t connect to internet after resetting router and factory reset

@RokuKariza-D 

Roku device model - 3920X 


-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure


-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(these can all be found in Settings > System > About)


-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working 


-Router make and model - Premier 


-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset

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