Wi-Fi & connectivity

[vvbob]

I have two 4k streaming sticks, up until a week ago, both worked fine. The one I have in the kitchen is now having problems connecting to my network. It shows the 2.4 & 5.0 networks on the router & the extenders, but most times will not connect to any of 2.4 or 5.0 networks shown. Occasionally it will connect , but buffers & usually drops the connection. I have switched the sticks & the problem follows. I purchase both sticks in Nov last year, how can I get a warranty replacement??

[RokuJechealR]

Hi @vvbob,

Welcome to the Roku Community!

Thanks for letting us know about the issue you've been experiencing on your Roku streaming device connecting to your network. We are interested in learning more about the problem. Are there any recent changes on your Roku device or router/modem, perhaps in the setup or settings, that might cause the problem? Are you encountering any error codes or messages while trying to connect to the network? What specific steps you have taken so far to resolve the issue? In addition, could you share with us who is your internet service provider? (ISP)

For troubleshooting purposes, have you tried to connect your Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?

We look forward to hearing from you and looking closely into this issue.

All the best,
Chel

[vvbob]

If I switch the kitchen with the family room 4k stick. The kitchen will work & the family room will not connect to the network (with the 4k from the kitchen)

[RokuJohnB · Accepted solution]

Thanks for keeping us posted, @vvbob!

We want to further investigate this issue more thoroughly, and we appreciate the information that you have shared with us. May we know how far is your Roku device from your network router?

Please check out this support article here on how to fix internet errors and issues on your Roku streaming device.

We'll wait for your response.

Thanks,
John

[vvbob]

4k stick is about 4 feet from a wifi extender. Extender is maybe 20 ft from router..When Roku searches for wifi networks it finds all six (Router 2.4 & 5.0, Family Rm extender 2.4 & 5.0, Kitchen extender 2.4 & 5.0) The kitchen extender shows an "Excellent" signal on both 2.4 & 5.0.

I have had this 4k stick since Nov, & it has worked perfectly until about a week ago, nothing has change Router, or TV wise.

[RokuJohnB]

Thanks for the additional information, @vvbob!

We will be more than happy to assist you further with this issue that you had with the Roku streaming stick 4K since it will disconnect through your Wi-Fi. Please try to restart your modem and router. After restarting your wireless network connection, please try to restart your Roku device by going to settings, system, power, and system restart. (If the power option is not available, proceed to the next option.)

If the problem still persists, please keep us posted.

Best regards,
John