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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Level 7

wifi yes, internet no

I have 2 roku sticks I bought in the US but I am living in Italy now. Both devices connect regularly to the wifi but not tothe internet.

I tried everything from restarting the router, to resetting the stick.

The error is always 009.

Can anyone help?

Thanks

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29 Replies
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Roku Employee
Roku Employee

Re: wifi yes, internet no

@Pietro1 

Thanks for the post.

Try taking a look here for more tips about troubleshooting that network error code: What should I do if I cannot connect to my home network or the internet?

Have you tried contacting your ISP to see if they are able to offer you any assistance regarding the issue you are experiencing?

Keep us posted with what you find out. 


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

BOTH ROKU WILL NOT CONNECT

I have two Rokus... both state they cannot connect to the internet... but all my other devices in the house connect fine.   I continue to get 009 error.  I have restarted my router... still no success.  Everything worked fine yesterday... can someone help me? I have the Roku Ultra.

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Level 7

Re: BOTH ROKU WILL NOT CONNECT

We are having the same issue. This has been an immensely frustrating day, to say the least! Evidently, Roku has literally NO customer service at this time. There's nothing service available online OR on the phone - their phone number (1-817-272-8106) gives a message that due to the situation they have no customer service over the phone. 

Both Roku's in our house Roku Premiere+ (4630 series) and Roku Premiere (4620 series)  worked perfectly fine yesterday; today, absolutely nothing! All our other ethernet and WiFi devices work fine. We have one Roku wired and one wireless, both refuse to connect to the internet no matter what we do. 

We tried all @RokuDanny-R 's suggestions on another post, all suggestions on an article on the Roku website MULTIPLE TIMES, even updated DNS servers and reset both Roku's to factory settings. NOTHING has worked.  We have called internet provider, they said it is most definitely not an issue with our internet. WiFi and ethernet both have really fast download speeds and a solid connection. 

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Level 18

Re: BOTH ROKU WILL NOT CONNECT


@middendorf19 wrote:

We are having the same issue. This has been an immensely frustrating day, to say the least! Evidently, Roku has literally NO customer service at this time. There's nothing service available online OR on the phone - their phone number (1-817-272-8106) gives a message that due to COVID-19 they have no customer service over the phone. 

Both Roku's in our house Roku Premiere+ (4630 series) and Roku Premiere (4620 series)  worked perfectly fine yesterday; today, absolutely nothing! All our other ethernet and WiFi devices work fine. We have one Roku wired and one wireless, both refuse to connect to the internet no matter what we do. 

We tried all @RokuDanny-R 's suggestions on another post, all suggestions on an article on the Roku website MULTIPLE TIMES, even updated DNS servers and reset both Roku's to factory settings. NOTHING has worked.  We have called internet provider, they said it is most definitely not an issue with our internet. WiFi and ethernet both have really fast download speeds and a solid connection. 

 


Settings > System > About -- what Roku version does it show you have?  Roku is beginning to roll out version 9.4 and that might be involved with your problem.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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Level 7

Re: BOTH ROKU WILL NOT CONNECT

Having the same issue, the roku is connecting, I can see it in the state table of my firewall, still insists that it is not connected to the internet 192.168.1.218 is the roku:  

Int Proto Source -> Router -> Destination State

alltcp13.249.134.39:443 <- 192.168.1.218:41702CLOSING:ESTABLISHED 
alltcp18.210.231.0:443 <- 192.168.1.218:47594ESTABLISHED:ESTABLISHED 
alltcp3.225.246.98:443 <- 192.168.1.218:35429CLOSING:ESTABLISHED 
alltcp54.156.216.170:443 <- 192.168.1.218:58309CLOSING:ESTABLISHED 
alltcp**********:15690 (192.168.1.218:41702) -> 13.249.134.39:443ESTABLISHED:CLOSING 
alltcp**********:22837 (192.168.1.218:35429) -> 3.225.246.98:443ESTABLISHED:CLOSING 
alltcp**********:22606 (192.168.1.218:58309) -> 54.156.216.170:443ESTABLISHED:CLOSING 
alltcp**********:58320 (192.168.1.218:47594) -> 18.210.231.0:443ESTABLISHED:ESTABLISHED
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Level 8

Re: BOTH ROKU WILL NOT CONNECT

Same issues here, acts like it has no connection but if you hit "proceed anyway" at least Netflix will continue to play even though it says it has no connection

 

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Level 12

Re: BOTH ROKU WILL NOT CONNECT

If you have 9.4.0 (Settings/System/About) revert to 9.3.0:  Home 5x, FF 3x, RW 2x, update software, select 9.3.0

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Level 8

Re: BOTH ROKU WILL NOT CONNECT

How do we do this?

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Level 12

Re: BOTH ROKU WILL NOT CONNECT

With your remote (those are buttons:  "Home", "Fast Forward", "Rewind", etc)

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