Roku setup

[benp97]

Hi there - I seem to have this issue. Is there a way I can get help with the 3810X streaming stick? Thank you.

[RokuJechealR]

Welcome to the Roku Community, @benp97!

We understand you are having trouble with your Roku device. To better help you, we will ask a set of questions to isolate the issue:

• When did you first notice the issue start?
• Are you encountering any error codes or messages?
• What troubleshooting steps have you taken so far to resolve the issue?

We recommend ensuring the Advanced Wireless Receiver is connected to your Roku device. It may also already be attached. If this is the case, you should try unplugging and detaching everything to make sure the connections are solid and see if that resolves your issue.

If you see a message on the screen mentioning an error, there are a few things you can do to help: Find our FAQ link: How to improve the Wi-Fi or wireless internet connection to your Roku streaming device | Official Ro...

Note: The Streaming Stick+ model 3810, the Advanced Wireless Receiver, is no longer available for that model.

If you are still unable to resolve the issue, please send us a PM with your Roku account email address and include the serial number of the Roku device from Settings > System > About. We'll be able to assist you further from there.

We look forward to hearing your response.

All the best,
Chel

[benp97]

Hello,

The issue first started over the past 4-5 months. Since we use it less in the nicer weather we did not notice a pattern for a while. 

We now know that we will regularly see the device disconnect from the network while streaming content. Many times this is resolved with a restart however about 25% of the time we see the "missing advanced wireless receiver" error. A second/third restart will generally resolve this if we take a longer time between restarts. 

I just tried unplugging and replugging as the response suggests - all the connections appear clean. The TV and streaming stick are in the same location where they have worked great for a long time so far.

LMK if I should proceed with sending the device info via PM.

Thank you,

Ben

[benp97]

I have an update on this. I purchased a new Roku, the Roku Ultra 2024 player. I took the remote out of the box and charged it, then on a whim I paired it with my streaming stick. Since then I have not seen the device lose connection. Also, it is working correctly with the original remote. Any thoughts on what is happening here? Not sure I need a whole new streaming device at this point. Just wondering if you have heard similar stories from other folks. 

Thank you,

Ben

[RokuEmmanuel-D]

Thanks for keeping us posted, @benp97!

We appreciate you for sharing your observations with us. 

From what we see, it could be that the previous remote you used with your Roku Stick is causing the problem since you have connected the Roku Voice Remote from your Roku Ultra 2024 just fine. 

Have you tried using a Roku Mobile App on your Roku Streaming Stick as a temporary remote for that device and see if the issue persists?

Let us know what you find out. 

Best,
Emman