Solving playback issues

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KarlB
Newbie

Roku cannot launch any streaming services but internet otherwise working

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I have the same problem. Internet signal good.  When I go to settings and network, it indicates a green check for internet and wireless.   I can use the internet on my laptop.  In fact I am typing this on my laptop now.    But when I try to use any of the Roku apps such as netflix, AmazonPrime, YouTube TV, I get messages like "failed to load content",  or "no internet connection."  I have unplugged and plugged everything multiple times.  We have two Roku devices on different TVs.  Same problem on each.    I swapped out one  Roku for an Apple TV box and had the same problem.  I see that no one actually helped the prior writer.  Has anyone had the same issue. Any ideas?

 

 

2 Solutions

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RokuJechealR
Community Moderator
Community Moderator

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi @Rema,

Welcome to the Roku Community!

We appreciate you taking fantastic troubleshooting steps to try to resolve the issue. Since you are connected to a mobile hotspot, everything seems to be working fine. We recommend restarting all your network equipment—gateway, modem, and router. Just unplug everything for a few seconds and plug them back in. Once your network equipment restarts, restart your Roku devices.

To restart, please navigate to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

Also, ensure that your router broadcasts a 2.4GHz Wi-Fi network for the device to connect to.

Please keep us posted on what you find out, and we will be able to assist you further.

All the best,

Chel

Jecheal R.
Roku Community Moderator

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RokuTakashi
Community Moderator
Community Moderator

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi, @SuspectResidue 

Welcome to the Roku Community.

We understand the network connectivity issues you've experienced, including receiving an error code stating that your Roku device is not connected to the internet. We're here to assist you in resolving this issue. Please follow the troubleshooting steps provided below.

  1. Press Home on your Roku remote
  2. Scroll and select Settings
  3. Select System
  4. Select Power. If you do not see a Power submenu, skip to the next step.
  5. Select System restart

Once you've performed the steps above, your Roku device will complete a system restart and hopefully return to normal operation after a moment. If it does not, continue to the next section.

  1. Press Home on your Roku remote
  2. Scroll and select Settings
  3. Select Advanced system settings
  4. Select Network connection reset
  5. Select Reset connection

After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

Additionally, we'd recommend restarting your router/modem to have optimal usage once its network refreshes.

Keep us posted on how this works.

Best wishes,
Kash

Takashi O.
Roku Community Moderator

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50 REPLIES 50
KarlB
Newbie

Re: Roku cannot launch any streaming services but internet otherwise working

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One more clue:  This happened after a power outage.  

 

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RokuJechealR
Community Moderator
Community Moderator

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi @KarlB,

Welcome to the Roku community!

For this concern, we recommend restarting all your network equipment—gateway, modem, and router. Just unplug everything for a few seconds and plug them back in. Once your network equipment restarts, restart your Roku devices.

To restart, please navigate to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

All the best,

Chel

Jecheal R.
Roku Community Moderator
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Re: Roku cannot launch any streaming services but internet otherwise working

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Didn't work for me. 3 devices, nothing changes, did all the steps. Internet went out and now I feel like I'm back to square one looking for a streaming device. Really need on call customer service, feel like searching through this page is pointless because of so many issues.

RokuJohnB
Community Moderator
Community Moderator

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi @Alittlebite,

Greetings from the Roku Community, and thanks for keeping us posted!
We'd love to investigate this issue further. May we know how far your Roku device is from your network router? Did we recently make any changes to your network or network provider? How many devices do you have connected to your network right now? (e.g., TV, mobile phone, laptops, computer) Do you have cellular data so we can try connecting your device to your hotspot?

We'll wait for your response.

Thanks,

John

John
Roku Community Moderator
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dpkell
Reel Rookie

Re: Roku cannot launch any streaming services but internet otherwise working

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I have made no changes to internet services, no new equipment and have had Roku for about 4 years. There is a "not connected" error message. This has never happened before. The TV and modem have not been moved. There hasn't been a problem until 2 days ago. We have rebooted everything - router and Roku - Roku more than once. There are 2 bars out of 3 on the internet connection on the laptop - which has always been enough to stream in the past (I can stream Prime directly from the laptop). Have there been changes with Roku that require more speed now than last week? Do I need to upgrade the internet service speed?

Thanks.

RokuJohnB
Community Moderator
Community Moderator

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi @dpkell,

A warm welcome here in the Roku Community!
We will be more than happy to take a closer look into this issue that you're having. Could you provide us with the serial number of your Roku device? What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,

John

John
Roku Community Moderator
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dpkell
Reel Rookie

Re: Roku cannot launch any streaming services but internet otherwise working

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Hi John,

Thanks for responding: SN:K429AE414611.

We have reset Roku probably 3-4 times, turned power off and on a few times, shut down the modem/router, reentered the PW on Roku, moved the TV around - but there was no reason to think that would help, as modem and TV have been in the same place relative to each other since before we had Roku. Perhaps the Roku model is just old and we need a new one. 

Hope this helps. 

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Pennynv
Newbie

Re: Roku cannot launch any streaming services but internet otherwise working

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We are having same issue.  But only on one of the Roku express devices.  It says internet connect and excellent strength. But when launching any app it won’t load content.  Have tried everything, system reset, pressing the button on back of device, powered on off, reset network and modem.  All other devices on network including other Rokus working fine.   Very frustrating.

Pennynv
Newbie

Re: Roku cannot launch any streaming services but internet otherwise working

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Now it’s even worse.  Tried to do an update and now it won’t even load the Home Screen.  Giving an 003 error.  About as good as a brick.  Reset button and unplugging  don’t change a thing.  Grrrrrrrrrrrrr

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