Wi-Fi & connectivity

[psilvia]

I have two onn Roku TVs that I (used to) love.  But all of a sudden neither will connect to wifi.  I've reset router - twice.  I've powered down both TVs - multiple times.  I have factory reset TV.  Nothing.  The wireless network is found, shows excellent strength, triple-checked password -  but it will not connect.  But I'm typing this on a laptop three feet away from said TV and this laptop - and my other laptop and our three phones and two iPads - ARE connected to this network.  This is the same tech load as always so it's not a bandwidth issue.  PLEASE help because as of now these TVs are hundred dollar plus paper weights. 

[renojim]

When you powered down the TVs did you just turn them off and back on?  Try disconnecting the power cord for several seconds and then plug it back in.  For troubleshooting, try enabling a hotspot on one of your phones if possible and see if you can connect to that.

[manilla]

This just Happened to our roku express this morning. Worked perfectly for years then suddenly wouldn't connect to our wireless. It can see the SSID of our network but fails to connect with no error code. Connects to our mobile hotspot just fine though. Been seeing SEVERAL new trending threads on this topic since I've been actively troubleshooting the last couple hours.

I'm curious...what is your ISP? is it spectrum? according to the roku, it hasn't seen a software update in about a week or so. Can't find anything wrong with our router. Both devices (modem and router) are owned by us, not Spectrum. Motorola modem with a tp-link A7 router. every other wifi or wired device has no issues, even our roku streaming stick+ works fine. very strange.

[RokuKariza-D]

Hey @psilvia @manilla

Thanks for the posts.

Please provide us the following information for further investigation:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.

All the best,
Kariza

Additional resources you might find helpful:

• Set up or fix your internet connection
• Find your network name & password
• Improve your Wi-Fi
• Check your network connection
• Bandwidth saver

• Connect to a wired network with USB

[cckamau]

Model: 3910RW - Roku Express+

Serial number: YG00DR516910 (C537AD51610)

Software version: 10.0.0 build 4209-51

Timestamp: 2021-06-16T23:23:43Z

Issue ID 10-240-443 to report the current issue

my email is [personal information]

[anjpatel6219]

I have a Hisense Roku TV that will not connect to Wi-Fi. I have tried many times to change the Wi-Fi password, rebooting the router, restarting the tv, resetting the tv, to no avail. Please assist with this issue! This is such an expensive tv that I can’t even use 

[wdhaines]

I returned from a week long trip to find that my Roku Premier no longer recognizes any wifi networks when scanning. That is, when I “scan again to see all networks” no networks appear in the list “- no networks found -”.

Things I’ve done so far to troubleshoot:

1. Reboot the Roku
2. Reboot the router
3. Turn off “Self Organizing Network” on the router to split into 2.4G and 5G SSIDs
4. Set 2.4G to channel 1 (or 11) instead of “automatic” and set channel width to 20MHz instead of 20/40MHz
5. Factory reset the Roku

None of these had any effect (except the factory reset, which has made troubleshooting harder since I can’t get past the connect to wifi setup step due to the above issue).

Before I factory reset the Roku, I did notice that it updated on July 9, so it was working on that date.

Roku is a Premier Model 3920X

Router is a Verizon Fios Router Model G3100

Any assistance is appreciated.

[AvsGunnar]

@anjpatel6219 

Try a couple of easy things first.

Navigate in Roku to Settings...System...Advanced System..Network Connection Reset...Reset Connection

After system reboots, navigate to Settings...Network...Setup Connection..Wireless

If the above does not work and it was previously working for you before, then try rebooting your router a few times. (Let the router fully reboot, press the Scan Again under Network Setup in Roku or restart Roku, and try again).  You may have to do this a few times.

Of course, verify that your internet is working, the password is correct, etc.  If still having issues, then will likely have to verify some settings from within the router admin on your end.   Post back with your router model number and let us know if you know how to configure your router settings.

[AvsGunnar]

@wdhaines 

I knew that S.O.N. rung a bell.  Thanks for posting the router model number. (G3100)

Are you able to connect the Premiere 3920 to a 2.4 Ghz hotspot? (Is that available to you)

Troubleshooting is to see if you can connect to a hotspot or alternate network location (bring your device to a friend, neighbor, etc and see if you can see their network and connect there.)

Generally speaking, if the Roku fails to see any networks (populate the SSID list) and the hotspot is not seen, then likely problem is the wifi chip or antenna in the device.  Verify that other wireless devices are able to connect to your 2.4Ghz band to ensure that it is broadcasting and connecting properly to them. (cell phone, laptop etc)

If changing the Wireless Channels (try a few diff ones) doesn't work, and you are sure you have not Enabled "Pause" in the App for the Premiere connection, then likely culprit is a failed device.

Post back with an update.

[anjpatel6219]

@AvsGunnar 

Okay so like I said in my original post I have done all of those multiple times 🙂 Here’s my Verizon router model # G3100