Wi-Fi & connectivity

[LyndaP713]

My Roku keeps telling me to connect to my in-home WIFI to watch. It is connected to my in-home internet.  I've restarted my Roku and my router. My Roku box is about 5 feet away from my router. I've done things Google suggested, but still no success. I have another TV hooked up thru Roku which is working fine. HELP!

[AvsGunnar]

@LyndaP713 

What is the model number of the non-working Roku and also the working Roku device. (can see this info from Settings/System/About).

Also, what is the model number of the router? (should be a sticker on side, bottom, etc.

Are you receiving an error message number as well?

Could just be a network configuration issue that the above info may help narrow down issue to,

[Strega2]

Are you seeing this in some specific app?  I don't recall this specific phrase "in-home WIFI" in Roku in general.

[LyndaP713]

My working Roku is 3930RW Roku express.

The problem child is 3930X Roku express.

I did see an error message when I tried to enter in a different way.  It is TVApp-00116.

[Strega2]

Based on the error message, that would appear to be the Xfinity app.  Do other apps work?  If so, this is probably something for Xfinity support.

[Strega2]

Coincidentally, I went into the Xfinity store today because I couldn't log into my account.  The Xfinity guy said they had a massive nationwide crash in their systems and he didn't know if he could fix my account.  Turns out, he couldn't even find any evidence that I existed as a customer.  He suggested that if I came back in a few days, I would hopefully exist again.

I don't know if there's any connection. I don't have TV through them.

[LyndaP713]

I do have Xfinity. I don't think the current issues they are experiencing has an affect on this problem.  I haven't been able to get in for several months.  Thank you for trying.

[AvsGunnar]

@LyndaP713 

As to @Strega2 question, are you able to use other channels/app on the problem 3930?  Is the only issue with the device occuring when trying to access the Xfinity TV app?

If just having an issue with the Xfinity TV App, have you tried performing the X1 System Refresh on the system?  (this is the first step Xfinity users recommend in resolving this error code).

https://www.xfinity.com/support/articles/x1-system-refresh

https://forums.xfinity.com/conversations/xfinity-stream-website/all-live-tv-giving-tvapp00116-error-...

[LyndaP713]

I think you may be correct and this is an Xfinity issue. I'll give them a call when I have a couple hours to be on the phone with one of their techs. 😆 Thank you.

[LyndaP713]

Thank you. I will try that.