Wi-Fi & connectivity

[Lavacoda]

All devices in my house connect to the internet except for my Roku- I even bought a new one In case there was something wrong with the one I had!

 My network shows up- but when I try to connect to it I get error code 009.  I have rebooted the WiFi- reset and even factory reset my Roku- nothing helps.  What can I do?

[makaiguy]

@Lavacoda-

Your problem may have been caused by a setting on your router which affects some Roku models. The setting changes the router's wifi connection parameters for the 2.4 GHz band from the normal b/g/n to g/n. This has been reported with router updates on equipment from Comcast/Xfinity, Cox, and more recently AT&T, but there may be others.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect. The fix is to switch the router 2.4 GHz configuration protocols from the g/n wifi set by the update back to b/g/n. If you don't have access to your router's configuration controls or just don't know how to do this you may have to have your internet provider do it for you.

Thanks to forum user @AvsGunnar for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

If your problem was not caused by this issue, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku will allow the connection to be reestablished. Depending on your Roku model and Roku version number you'll find the "System restart" option under either "Settings > System > Power" or "Settings > System", or if more convenient you can just remove the Roku's power for a few seconds and let it restart.

[Lavacoda]

I don’t use any of those service providers- and have my own modem.  I don’t know how to reset my modem- why would this have happened all of a sudden if it was my modem?

[Strega2]

I would assume (hope!?) that most routers download updates automatically.

[RokuRhea-V]

Hey @Lavacoda,
Thanks for letting us know about the problems you experienced when trying to connect to your Wi-fi. We’d love to get some more details so we can look into it.

To explore this matter further, could you please provide the following information?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• Modem/router make/model.

In the meantime, try connecting to a different network, such as a mobile hotspot, to isolate the problem and see if it also encounters the same error code. 

Please keep us posted!

Thanks,

The Roku Community Team

[Lavacoda]

My router is a TP Link 

the model is Archer A10US

my Roku device number is SOKC349H5WMO

SN XO26002H5WMO

software version 14.1

my tracker ID is MO-496-727

[atc98092]

@Lavacoda log into your router and look at the WiFi radio settings. For the 2.4GHz radio, set the channel to 1, 6 or 11. Make certain the "mode" is set to B/G/N and channel width to 20 MHz. For the 5GHz radio, set the channel to any below 49 or above 148. 

Your Roku device number tells us nothing (except for the Roku staff). We need to know your device model number, which is a four digit number that probably starts with a 3 or 4. 

[Lavacoda]

It is a 396OR express.

[atc98092]

Thanks for that. You have the newest Express model, which is the only one with a dual band WiFi radio, so it can use both 2.4 and 5GHz. Since it's using the Realtek chipset, it's possible that it will work on all 5Ghz channels, not just the subset mentioned above. 

[Lavacoda]

Unfortunately none if this helps me… I have done all of these things- now what?!? Why would it be working perfectly and then just stop?