Wi-Fi & connectivity

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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Roku Employee
Roku Employee

Re: Did anyone have their TV's Roku upgrade break its Internet connection?

Hi everyone,

Thanks for the posts.

Can you please provide more specific information about the issue you are experiencing? 

-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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 detailed information, we will be able to assist you further.


Danny R.
Roku Community Moderator
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Level 7

Re: Did anyone have their TV's Roku upgrade break its Internet connection?


Hi Danny.

I am experiencing the same issue. The only channels that seem to connect and function properly are Netflix, PBS Kids, Showtime, and YouTube. 

The TV experiencing the issue is:

Roku TV 7104X,

TCL Model 49S405

Serial # YN001E532205

Device ID 9S6001532205

Software Version 10.5.0

The issue began after the most recent update, and I have tried every troubleshooting method I could find (to include restoring the TV to factory default settings).

Disney +, Hulu, Peacock, Prime Video, Vudu, and even the Roku Channel are all giving me error messages about network connection trouble or failure in some form or another. 

We have another TV running Roku (Phillips) that seems unaffected, despite the fact that it also updated to 10.5.0

I can include details on that one as well if it would be helpful.



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