Roku mobile app

[kristin172429]

In the last 24 hours we have lost connections to our Roku on our devices. The Roku app can’t find our device. We have restarted, reinstalled, attempted manual connection by IP address, disconnected and reconnected the wires… I am out of ideas. 

Was there a recent system update that may have caused this?

[renojim]

Try restarting everything involved - router, phone(s), and Roku device.

[kristin172429]

Thanks! I have rebooted everything from internet to Roku to phone and it hasn’t fixed the issue. My phone was initially connected and the iPad couldn’t find it. After the reboot, my phone can’t find the device now either. Which means now I can’t even access the Roku menus.

[makaiguy]

[Sorry, I entered this before seeing your most recent reply...]

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@kristin172429 wrote:

Was there a recent system update that may have caused this?

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Roku menu path Settings > System > Software update will show you the date of your most recent system update, down near the lower left corner.

[Strega2]

You can also check Settings > System > Advanced Settings > Control by mobile apps

and make sure Network access is set to default (not disabled.) (Permissive will also allow access but is probably overkill unless you have an unusual network.) Use the actual Roku Remote for this.

And you can login to the router and make sure that nothing with a name like "client isolation" is enabled. (Or anything else that says it protects clients or endpoints from each other.)

[kristin172429]

Any ideas how to check this with no working Roku remotes?!? I can't connect to view the menus.

[RokuRiamie-D]

Hi @kristin172429,

Thank you for posting in the Roku Community!

We noticed in your post that you are having trouble connecting your Roku mobile app to your Roku device. Don't worry, we're here to help.

Before you connect your Roku mobile app, it’s important to verify that your Roku device is connected to the same Wi-Fi network as your mobile device. To accomplish this, you’ll need to use the physical Roku remote. Simply navigate to the settings on your Roku device to check the network connection and make any necessary adjustments. This ensures a smooth and seamless connection with your mobile app.

For more information, please visit our Roku Support article: How to connect your phone to a Roku streaming device with the Roku mobile app

We hope you find this information helpful. Please keep us posted.

Regards,
Riamie

[kristin172429]

We don’t have a physical roku remote. Just the app on our devices.

[RokuRiamie-D · Accepted solution]

Hi @kristin172429,

Thank you for the response!

We understand that you no longer have a physical Roku remote. We would be more than willing to sort this out for you.

Before we proceed, we would like to know if you experienced an internet outage before this issue started.

To use the Roku mobile app, ensure your Roku device or TV is connected to the internet. Check the Home page, if the top right corner displays "Not Connected," there is no internet connection on your device. If you do not see this message, please follow the troubleshooting steps below:

• Restart your modem: Unplug the modem from the power source > Wait for 10 seconds before you plug it back > Wait until it the modem loaded completely before you connect again your mobile device to the internet.
• Check if your Roku mobile app is running the latest version. (You can check it by going through the Apps/Play Store)
• Make sure, your mobile device is up to date.
• If the issue persists, we recommend you try to install the Roku mobile app on another mobile device device.

Please let us know if these troubleshooting steps help you to resolve your issue. Please keep us posted.

Regards,
Riamie

[makaiguy]

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@kristin172429 wrote:

We don’t have a physical roku remote. Just the app on our devices.

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Then you will have to get a physical remote that is compatible with your Roku.  You don't mention what sort of Roku you have, so :

Roku TV (set with Roku capabilities built in):
  • Infrared remote that is for Roku TV from any manufacturer (remotes for Roku devices use a different code set)
  • Universal infrared remote that has codes for Roku TV
  • Any of the Roku Voice Remotes

Roku device, other than a Streaming Stick:
  • Roku non-Voice remote (requires line of sight to device for infrared)
  • Universal infrared remote that has codes for Roku TV (requires line of sight to device for infrared)
  • Any of the Roku Voice Remotes

Roku Streaming Stick:
  • Any of the Roku Voice Remotes

Roku Accessories page:  https://www.roku.com/products/accessories