Solving playback issues

[Kgurney0001]

I need to get in contact with customer service. My roku device will not connect to WiFi. I have read every article, watched many YouTube videos, and reached out to my internet provider. I have a roku express and I have been dealing with this issue for a long time now. I am very frustrated. I have restarted my router, restarted my device both several times. And I can’t check for updates on the device because it requires internet connection. I have found the secret menu and tried several options in there based on articles and nothing is working. What is going on. I need help.

[makaiguy]

@henrylmosley-

There are a couple of network connection problems recently being reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n.
   
• ROKU CANNOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz wifi band turned off, leaving only the 5 GHz band operational. Devices with single band wifi radios, notably Roku Express and Premiere models (but not Express 4K models) as well as many other single band devices can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku will allow the connection to be reestablished. Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System or Settings > System > Power.

If you need to make configuration changes on equipment supplied by your internet provider but you have no access to its settings, you may need to request your internet provider to make the changes for you.

[AchNEf]

Hello Makalguy!  

makaiguy

It's not fair to Roku customers with "older" model equipment to suffer as a result of Roku not thinking ahead prior to updating their software and considering the effects it would have on Seasoned customers who owned Roku Legacy equipment.  I have 3 Roku Express... Is Roku considering for customers who own as identified "notably Roku Express and Premiere models"  with  free replacements  Express 4K models?  

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has ...

https://community.roku.com/t5/Roku-Legacy-Products/ROKU-SERIAL-NUMBER-TO-MODEL-NUMBER-LIST/td-p/6434...

[AchNEf]

ACCORDING TO HARDWARE SPECS, MY ROKU EXPRESS 3930X IS CURRENT; CODE NAME NEMO

Roku has a wide assortment of hardware products, including streaming players and smart TVs. This document provides key specifications for these products that can be considered when developing channels on the Roku platform.

This spec first groups the hardware products by their production status:

• Current: Roku is currently manufacturing these products and they are fully supported.
• Updatable: Roku no longer manufactures these products, but they can still be updated with the latest Roku OS.
• Legacy: Roku has discontinued these models, and they cannot support newer versions of the Roku OS.

This grouping is useful for testing channels across multiple Roku device types. It is recommended that your test suite includes a combination of current and updatable devices with varying performance based on CPU and RAM. Updatable devices, which are no longer manufactured, may be difficult to obtain via retail. To add these devices to your test suite, you can try to locate and purchase them from second-hand marketplaces... Additionally, developers may ask their publishers to provide devices, if available.

The spec then further classifies the hardware products based on their code names, rather than model numbers.