Wi-Fi & connectivity

[Kick]

The factory reset does not work. I just did it with my brand new router/modem and Roku Express that was bought 2 days ago. It is still saying the exact same thing. It continues to drop the signal.

[ThomasMarco]

This happened to me too 3 days ago, stopped at 35 files out of 86.  Hung there for 2 hours.  But now the screen is locked up with this message:

(criticalSyncAllFailed: -4).  This happens after it tries to find an internet connection.  Never finds it and loops back to that message.

I have no access to any "sessions" choices.

Got to fix this or I'll have to send it back.

Tom Grady

[Kick]

Is there a setting within the internet that the Roku won’t connect to? 

[Bradycentral]

I have the same error with the exception -3 is -4 if that means something different. I am unable to do a factory reset. I hit the home button and it beeps no menu appears.

[Kick]

So I got it to work last night. 
1. don’t talk with customer service on Roku, the absolute worse customer service I’ve ever experienced. They’ll tell you exactly what you can find just by googling it.

2. My problem lasted 3 days. I had the same issue about getting to the Home Screen.

3. I have spectrum, I went on my account on spectrum and went to see if my Roku was connected (it was) according to Spectrum if you see your Roku connected on the spectrum app and it isn’t working, that means it is connected to the router but not the internet. So I paused the connection on the spectrum website ( go to services, hit pause) 

4. 3. On the back of the Roku is a button, hold that button down for about 5 seconds and then try again. 

5. Then unpause the connection on spectrum and retry to connect on Roku. 

I hope that helps!

[randyscab]

my new roku 4k stick won't stay connected it keeps dropping connection when it tries to download what I think is an update

it keeps saying its connected and then it tries to download and drops connection every time 

I have tried every suggestion to solve the problem but when it drops connection I get the error message

(criticalAllSyncFailed: -4) 

I was wanting to upgrade and I still have my other roku device model 3921x still works on the same tv just fine and my other devices work just fine also so I am certain it is not an internet problem

[InPatient]

"We hope this works, and your patience is greatly appreciated."

Please don't assume our patience. This is a major PITA, and is not up to Roku's reputation for ease of use and reliability. Have already wasted 45 minutes getting to this point, and now facing multiples of that by the time I reload and reset all the apps on my Roku after the reset.

And you should know it works, rather than hope it does by the time you send this out. Might this mean I could go through the process and it doesn't work?.

--Frustrated

[RokuERey]

Greetings @InPatient,

We are really sorry for the inconvenience about this and thanks for reaching us here in the Roku Community. Please be aware that this issue is currently under investigation. We'll need your help here.

Let us know if a factory reset helps. See the steps below.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Advanced System settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions.

For more information about Factory resetting a Roku device, visit our Support page here: System restart or Factory reset your streaming device.

If the issue persists, please provide with us the details below,

• Roku TV model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Tracker ID (to obtain this, press the Home button 5 times, followed by the Back button 5 times when the issue occurs).
• Photo of the error message for reference.

Please keep us posted!

Thanks,
Rey