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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PWCan
Level 7

Update issues Roku Express + May 24, 2021

So since thelast update my roku wont stay connected 😠 I tried unplugging, system restart, factory reset, modem reset, checking with my provider, cussing, and everything in between. And of course i can not get a human on the phone to help me. I have a roku device since they came out. If this is the kind of customer support they are offering now i will switch to a competitor's device. Absolutely ridiculous!

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3 REPLIES 3\
RokuKariza-D
Roku Employee
Roku Employee

Re: Update issues Roku Express + May 24, 2021

Hello @PWCan

Thanks for the post.

Could you tell us 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 Roku Express 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. 

Please keep us posted!

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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PWCan
Level 7

Re: Update issues Roku Express + May 24, 2021

Not connected to internet message at the bottom of the screen appears after about 5min of watching any channel. Yes we do have a 2.4ghz router.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Update issues Roku Express + May 24, 2021

Thanks for following up, @PWCan

Since you are connected to your 2.4 GHz Wi-Fi, try using 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 if there's any difference after.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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