Wi-Fi & connectivity

[Jess77]

My Roku randomly lost connection yesterday, now it won't hook back up. When I scan for network it doesn't find it. I've restarted, tried manually, even called my wireless provider. Nothing. Apparently there's no roku tech support, so not sure what to do. Everything else in the house is still working/finding connection. 

[RokuKariza-D]

Hey @Jess77

Thanks for posting here in the Community.

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, if the affected device is either a Roku Express or Roku Premiere, please note that they are only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. You can check your device model by navigating to Settings > System > About.

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Let us know if this works for you!

All the best,
Kariza

[Jess77]

No, that's really not helping. I don't know what either of those things mean, and I don't want to call my provider again and sit on the phone asking dumb questions.

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@RokuKariza-D wrote:

Hey @Jess77

Thanks for posting here in the Community.

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, if the affected device is either a Roku Express or Roku Premiere, please note that they are only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. You can check your device model by navigating to Settings > System > About.

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Let us know if this works for you!

All the best,
Kariza

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All I know is I've had this for a few years and it's worked fine till now. It would be really nice if there was tech support to help. 

[renojim]

@Jess77, does it show any networks when it scans?  Whats the model number shown under Settings->System->About?  Can you try your phone's hotspot to see if it shows up?  If you try this, make sure it's set to 2.4GHz.

As far as technical support, this "community" is the best you're going to do for a device that's a few years old.  Don't go searching online.  You'll only be steered towards scammers.

[Jess77]

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@renojim wrote:

@Jess77, does it show any networks when it scans?  Whats the model number shown under Settings->System->About?  Can you try your phone's hotspot to see if it shows up?  If you try this, make sure it's set to 2.4GHz.

As far as technical support, this "community" is the best you're going to do for a device that's a few years old.  Don't go searching online.  You'll only be steered towards scammers.

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No,  it does not show any network when I scan. It does when I look up WiFi on my phone. I contacted my provider and they verified I have 2.4ghz. It still isn't working. This is incredibly frustrating. 

[renojim]

It's possible it has just died.  What's the model number shown under Settings->System->About?                                   

[Jess77]

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@renojim wrote:

It's possible it has just died.  What's the model number shown under Settings->System->About?                                   

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I would think that too, but I also have one in another room that hardly gets used. And the roku app says neither are connected. It's a model 3900X - roku express. 

[makaiguy]

@Jess77-

While the Express is limited to the 2.4 GHz wifi band, there is an additional limitation that applies to all Rokus if connected to the 2.4 GHz band, so it's not enough to know that your router is using the 2.4 GHz band.

Within the 2.4 GHz band, Rokus support channels 1-11 as are used in North America.  If your router supports 2.4 GHz channels outside this range, as are used elsewhere in the world, make sure your router is set to use a channel in this range and that you aren't using an auto setting that could select channels outside this range.

If you're using a router supplied by your internet provider and you don't have access to your router settings, you may have to refer this to your provider.

[Jess77]

I tried everything under the sun yesterday. Called my provider to make sure it was split, changed the WiFi channel. Spent a few hours on youtube looking up various ways to help. Nothing did. I even did a factory reset, still nothing, except wiping out everything 😫 I finally got it to hook up via my Hotspot from my phone. So if it's an issue of needing to be closer to my router, why has it not been a problem this whole time, almost 3 years? And why is the other one in my house also not connected, and it's closer to my router. Moving the router closer isn't an option in my house anyway, as I only have one phone jack to plug in into, and it's in my kitchen. My house is also tiny, it's the size of a small apartment, so not sure why it would be an issue? I'm incredibly frustrated. 

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@RokuKariza-D wrote:

Hey @Jess77

Thanks for posting here in the Community.

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, if the affected device is either a Roku Express or Roku Premiere, please note that they are only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. You can check your device model by navigating to Settings > System > About.

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Let us know if this works for you!

All the best,
Kariza

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[RokuKariza-D]

@Jess77

We're sorry for the experience – that is not what we aim for.

Please reply here with the serial number of the affected Roku device. It can be found in Settings > System > About.

Once we have the information needed, we'll be able to forward it to our support team for further assistance.

All the best,
Kariza