Wi-Fi & connectivity

[KillingJoke]

Hopefully those of you out there can help find a solution to this. I have two Roku stick, one of which functions without issue (Streaming Stick 4k), but unfortunately I'm having problems with the Roku Express.

My Roku Express connects to Netflix without issue, however, it will connect to any other streaming service reliably. I ended up performing a reset of the router and the Roku Express stick, after which it connected to Prime once but since its last use it is now failing to connect. Prime reports error code 0.28 and other services simply fail to initialise/connect.

I've attempted a factory reset of the Roku Express but this hasn't made any noticeable difference. I have various other devices connected to the router including the other Roku stick, PC, mobile phone etc.

Any help would be appreciated. As it stands I'm wondering if it's a fault with the stick and I'm considering returning it for an alternative product.

[RokuERey]

Hi @KillingJoke,

Just wanted to thank you for joining us here in the Roku Community!

We appreciate your report about this playback issue you're experiencing, and we'd like to know more about it. Could you tell us if you've been able to use this before without seeing these issues happening? How far is this device from your router? We would also suggest connecting your device to an alternative network, like a mobile hotspot, to see if that makes a difference.

Tell us more about this so that we can further look into the next step.

Thanks,
Rey

[KillingJoke]

Hi @RokuERey ,

Thank you for getting back to me so quickly.

The Roku box is in the room adjacent to the router. I tested the alternate wifi connection point available and this made no difference and I also tested using the suggested mobile phone hotspot but again, no difference.

If it's of any relevance, when the Roku box starts up it doesn't have the same advertisements/banners I see on the other box within the house prior to obtaining a connection to the network. I've also noticed that the only time the banners populate are on the three occasions I've successfully connected to services other than Netflix.

Many thanks,

Rob

[RokuERey]

@KillingJoke,

Thanks for the update!

Let's see if this helps. Follow the steps below.

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select Advanced System Settings.
4. Select Network Connection Reset.
5. Select Reset Connection.

If the problem persists, please share with us the details below so that we can further investigate it.

• Roku device model, serial number, device ID, and 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, and provide us with this ID).

Please keep us posted!

Thanks,

Rey

[KillingJoke]

Hi Rey,

Apologies for the delayed response, I've gathered the requested information.

Device Model: 3930EU - Roke Express

Serial Number: X00400F681N2

Device ID: S01V318681N2

Tracker ID: N2-419-358

I have managed to perform firmware updates to both the Roku Express box and my router, however, this issue still persists. The only way I have found as a work around is to perform a Network Connection Reset whenever I wish to use one of the affected services.

[RokuERey]

@KillingJoke,

Thanks for getting back to us and for sharing with us this information.

We'll forward this over to the appropriate Roku team for further investigation. Once we have information available, we'll make sure to keep this thread posted.

Regards,
Rey

[KillingJoke]

Hi @RokuERey ,

This issue still persists, it's been months without any reply. Please can I have an update regarding this persistent issue?

[KillingJoke]

Hi @RokuJechealR ,

With the best will in the world it's been about 3 months, I'd have thought there would be some update by now.

Is it possible that it's a faulty a unit?

[RokuEuniceL]

Hi @KillingJoke,

Thank you for the quick response.

We'll be glad to further assist you with your streaming problem on your Roku device. Please provide us with more details so we can determine the problem that you are experiencing.

How are you powering your Roku device and what software version is your Roku device currently running? (Check on Settings > System > About.)

Kindly try updating your software to the latest version and see if it does anything. We also advise that you power it directly from the wall power outlet.

Let us know how it goes for we are eager to hear from you and investigate this matter further.

Kind regards,
Eunice 

[KillingJoke]

@RokuEuniceL - I ensure to keep my devices up to date, however, as per your instruction I checked for updates and I am  running the latest version. I have also swapped over my device so that it is powered via a wall socket (first time I've heard of this advice for your devices) and it has made no difference.

At this stage I am inclined to contact the retailer to try and obtain a return/refund as there has been no signs of progress in relation to resolving this longstanding issue.