Wi-Fi & connectivity

Having Roku connectivity problems? Get the help and troubleshooting tips you need for Roku wireless connection issues, ethernet connections, and more.
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SamW3
Reel Rookie

3 Of 5 Roku’s Not Connecting

Gone through all the reset/reboots/router / wi-fi system. Everything in the house works fine except 3 Roku’s. Serial # YG00HK061253. Serial #YG00A1717251 Serial # YGOOAG115050. Please help, Thank you, Sam

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8 REPLIES 8
makaiguy
Community Streaming Expert

Re: 3 Of 5 Roku’s Not Connecting

Roku model names and model numbers are much more useful than serial numbers for problems like this.   Settings / System / About on each will tell you.

Roku Community Streaming Expert
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.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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SamW3
Reel Rookie

Re: 3 Of 5 Roku’s Not Connecting

Serial # YG00HK061253 = Express. Serial #YG00A1717251 = Express    Serial # YGOOAG115050 = Express

 

thank you for your help, super appreciated! 

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Anonymous
Not applicable

Re: 3 Of 5 Roku’s Not Connecting

First thing I'd try is

settings/system/advanced system settings/network connection reset/reset connection 

You'll need to choose your wi-fi connection and type in the password again. If it connects, do the same on each of the others.

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Strega2
Roku Guru

Re: 3 Of 5 Roku’s Not Connecting

Model numbers are more definitive but most models labeled only “Express” (without anything else like 4K in the name) are 2.4GHz only.  So, it’s worth making sure the router is still broadcasting a 2.4GHz network and that this network is still operating in all (b/g/n) modes.  Some routers (especially ISP-rented routers) have had updates that turned 2.4GHz mode off entirely, or just the b protocol. 

Banned but back. Because why not?
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SamW3
Reel Rookie

Re: 3 Of 5 Roku’s Not Connecting

Thank you for the suggestion. I have tried this several times but it is still it working. So these box’s just go bad? Super odd to have 3 all of the sudden start acting up? Appreciate the help!

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makaiguy
Community Streaming Expert

Re: 3 Of 5 Roku’s Not Connecting

That all three devices would go bad at the same time seems highly unlikely.  The thing linking all of them is the WiFi network, so I think we need to look there.

Not connecting to WiFi can have several causes.   So far we have insufficient information to narrow things down much.

There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of them can be caused by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

  • ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
    As mentioned already by @Strega2 some router updates have changed the router's connection settings on the 2.4 GHz WiFi band from b/g/n to just g/n, causing Rokus connecting to the 2.4 GHz WiFi band to lose their ability to connect to the network.

    Note that, of recent Roku models, non-4K Roku Express/Express+ (model numbers below 3940) and Premiere/Premiere+ (model numbers above 4630) can ONLY receive the 2.4 GHz band and are therefore affected by this.

    The solution is to set the router's configuration back to using b/g/n.  See "Reconfiguring Router", below.
     
  • ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
    If you have one of the situations below, see "Reconfiguring Router", below.
     
    A) Some recent router updates have turned off dual band routers' use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ (model numbers below 3940) and Premiere/Premiere+ (model numbers above 4630), are lower end units with single band Wi-Fi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
     
    B) In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 as are used in some other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
     
    C) Rokus with dual-band WiFi radios can connect to the 5 GHz WiFi band in two ranges of channel numbers, 36-48, and 149-165. Specifically they do NOT support the "DFS" channels 50-64 and 100-144. Many home use modems do not include the DFS channels but some do, so be sure your modem is set to NOT use DFS channels. If your router supports DFS channels and you can't turn them off, make sure you aren't using an auto setting that could select DFS channels.

Reconfiguring Router
Thanks to forum user @AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

If your problem was not caused by any of the above, 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 you'll find the "System restart" option under either "Settings > System > Power" or "Settings > System", or if more convenient you can just remove the Roku's power for a few seconds and let it restart.

 

Roku Community Streaming Expert
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.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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makaiguy
Community Streaming Expert

Re: 3 Of 5 Roku’s Not Connecting

@SamW3-

If you're still struggling with this, let's get a little more info.

Let's find out something about the two Rokus that DO connect.  For each:

  • Settings > System > About: what model is shown?  Both name and number.
  • Settings > Network > About: what is shown as wireless channel?

 

Roku Community Streaming Expert
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.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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Camila8
Newbie

Re: 3 Of 5 Roku’s Not Connecting

 
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