Wi-Fi & connectivity

[jmontalvoteach]

I have done everything in the steps, but there is no number or chat or email to contact Roku with.  

Signal strength is excellent

All other devices are connecting to the internet. 

I have reset router and roku numerous times.

I have reset the Roku system.  

I am current on my internet bill!

[billbarasch]

I have similar problem on my Roku 3 after software update today. 10/6/21. I get messages cant play channel and updated and factory reset Roku still not working. I think there is something wrong with the software update at least for Roku 3

[Lmgarcia]

Hold the reset button on the Roku box until it restarts automatically.  When you see the word Roku move for a while.  I held it for almost a minute.

[makaiguy]

@jmontalvoteach& @billbarasch -

Might your router be one supplied by your internet provider? If so, your problem may have been caused by a recent update to your router. This has been reported lately with equipment from Xfinity and Cox, but there may be others.

Affected users report the router configuration needs to be switched from g/n security back to b/g/n. If you don't have access to your router's control panel you may have to have your internet provider do it for you.

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

There have been no recent outages with Roku. If you are experiencing an issue, we would always recommend first rebooting your wireless network to see if that resolves the issue. 

If you are unable to resolve the issue, can you please provide us the following information:
-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)

-are you seeing any error messages?
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[Soonerfan02]

Can't access my apps. Tells me not connected to the internet.  But the settings say I am.  Have rebooted all my roku devices, my router.  Just frustrated at this point.

[RokuMary-F]

Hi @Soonerfan02,

Thanks for posting in the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running.
A few questions here to better understand what you're experiencing: 
1. Are you using a Roku TV or a Roku device?
2. Does the issue only occur on a specific channel or all channels on your Roku device?
3. Are you receiving error messages or codes when accessing the channel?
4. What troubleshooting steps have you taken so far to try to resolve the issue?

5. How long has the issue been occurring?
Please be guided through this link if you are experiencing an issue connecting your wireless connection to the Roku device: How to connect your Roku device to the internet using Wi-Fi® or Ethernet | Official Roku Support 

Please keep us posted and we'll continue assisting you from there.

Best regards,
Mary

[Rzvital]

I’m having the same issue. My Roku says it’s connected to my WiFi but still doesn’t work

[RokuMary-F]

Hi @Rzvital,

Thanks for posting in the Roku Community!

We'd like to take a closer look to see if there's anything else we can suggest to help.

First, can you please provide us with more information about your wireless connection issue? Kindly answer the question above this post.

With more detailed information, we will be able to assist you further.

Best regards,
Mary