Roku setup

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Turtlekala
Reel Rookie

Re: Roku won’t connect and I’ve read the posts

I have Cox. There is no error number. I just get a screen that says unable to connect to wireless network. 

I don’t know how to find BGN for my router. 

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RokuKariza-D
Retired Moderator

Re: Roku won’t connect and I’ve read the posts

Hey @Turtlekala @Connie3

Thanks for bringing this to our attention.

Please provide us the following information. Just a heads up that it is important to provide your router make & model so we can help you out. If you didn't found it on the device itself, contact your ISP.

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings System About)
-Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-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 & model (usually can be found at the back or underneath the router itself)
-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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Bailey5
Newbie

Re: Roku won’t connect and I’ve read the posts

My Roku express disconnected from wifi after having it 2 years. I tried every thing I read in blogs, posts, etc and nothing worked. It would not accept my wifi network password yet all my other devices were connected. I bought another Roku express and it wouldn't accept the password either. I had a friend more tech savvy than me come over and all her attempts failed too. She brought a new amazon fire tv stick with her and it connected, no problem! She thinks there's a problem in the Roku firmware. I returned the Roku Express to Best Buy and told them it's defective and others might be as well. 

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makaiguy
Community Streaming Expert

Re: Roku won’t connect and I’ve read the posts

To those posting with this problem:

Might your router be one supplied by your internet provider? If so, your problem may have been caused by a recent update to your router. This has been reported lately with equipment from Xfinity and Cox, but there may be others.

Affected users report the router configuration needs to be switched from g/n security back to b/g/n. If you don't have access to your router's control panel you may have to have your internet provider do it for you.

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I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
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