TVs & players

[RokuRhea-V]

Hey @dnmartell 

Welcome to the Roku Community!

I understand you're facing a connectivity issue. I'm here to assist! Please provide the following information to help resolve it:

• Could you let us know if there have been any recent changes to your network or provider?
• What error message or code do you see when trying to connect?
• How far is your device from your network router?
• When did this issue happen?

In the meantime, you can check How to connect to a mobile hotspot and see if it works.

Please keep us updated on your findings. 

Thanks,

[Dazzle]

Whoa! Exact same problem! Works well with streambar and not with little express thing. Recognizes my network but doesn't connect. Thanks for asking

[Dazzle]

Until today it's been fine. AT&T is my internet. I have always been able to fix the problem myself. 

[fcassini]

Roku Express 3920x. Device does not see my network nor does it see hotspot on my iPhone. It does see surrounding (neighboring) networks.  Have done both network reset and factory reset with no change in behavior. Please advise.

[renojim]

The 3920 isn't an Express, but that's not important.  What is important is that it only supports 2.4GHz channels 1 to 11.

[talk2boyd]

I called Roku support and after an agonizing 49 minutes for the agents and myself, the solution finally was found.  The agents recognized the error code (password) but could have done a better job with how to present the solution. This will sound like denial but if it can help someone else, I'm willing to share.  The password was still correctly logged into the Roku TV, it had not changed. The solution to change the password to the wifi and then enter the new password into the Roku TV was the solution. However, it was simply a weird work around for the TV to accept the password. The rest of the devices in the home, which had the same old password were working correctly. Some update to the Roku TV or to the Internet Provider software created a disconnect to the old password for just the Roku TV. Oddest thing I ever saw and I've been in IT customer support for over 20 years. I was initially unwilling to accept the solution because the agents assumed the password was entered incorrectly. Repeatedly entering it in over and over was painfully humbling as I knew all other devices were working with the wifi and the password was working great for the tv for 4 months. Letting the customer know that the password itself is the problem and has to be updated rather than blaming the customer for entering the wrong password would have helped the solution go a lot faster.

[MsCJA72]

I’m going through this right now. Did all the steps as they instruct to no avail! You are absolutely right! It’s not the internet providers, routers or anything else…it’s ROKU equipment! I have (2) Roku smart tvs and both are  now doing this! My streambar keeps giving me HDMI errors with everything connected properly.  I guess you get what you pay for with them. Changed my WIfi password however it didn’t work for me. I was a fan of Roku past couple of years until today! 

[JWS9518]

@MsCJA72 An HDMI error is not an internet connection issue.  That typically means you have a bad HDMI cable or HDMI port on your TV/device or the cable is not plugged in properly.  Try changing HDMI cables and/or checking to make sure the HDMI port is clean of debris.

[Waprincess_77]

I am having the exact same problem. I did a factory reset on the TV and still won’t connect. My other Roku device is connected and works just fine  Can’t be the internet. Also it shows a have excellent signal strength but will not connect. Any help is appreciated. 

[AvsGunnar]

@Waprincess_77 

What is the model number of the working Roku device (found under settings/system/about) and what is your router model number?