Wi-Fi & connectivity

[Need2connect]

I am now up to 9 reported user devices across multiple locations that were connected to our guest network up until 8/16. They were all working fine, now will not connect to the network. No changes or updates have happened on our network in this timeframe.

We have 2 guest networks with DFS enable, one using WPA3 and the other using WPA2. Neither network requires a web logon. Both networks display as an option on these devices, but they will not connect. Our network does not even indicate that they are attempting to connect. The devices present either error 014 or 014.30.

We have done all of the troubleshooting steps provided by Roku.

• Reboot router, AP, and device.
• Reset network settings on device
• Accessed secret menu and reset device drivers.
• Factory Reset devices.
• Confirmed devices would connect to a mobile hotspot.
• Ran software updates while connected to mobile hotspot.
• Over 200 other devices at each facility are still able to connect (Including other Roku devices)
• DHCP was tested and is working.

The only thing we haven't done, and I would greatly like to avoid, is creating a new SSID with DFS disabled. We already have 5 SSIDs on our AP's, and it makes no sense that this would suddenly be an issue when it wasn't before.

Example devices:

• 3820x Roku Stick
• 32PFL4664/F7A Philips Roku TV
• 100012586 onn. Roku TV

There are a few dozen other Roku devices that are still connected and working.

[AvsGunnar]

@Need2connect 

The devices you listed should all be able to connect using DFS.  

The DFS exempt models are listed here. https://support.roku.com/article/21332729601687#!

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No Roku device currently can connect using WPA3 protocol.  Need to include WPA2 on the WPA3 network if you need the Roku devices the possibility of connection. (set to WPA2/WPA3) or just reserve your WPA2 network for the Roku devices.  Additionally, verify using WPA2-Personal, and not WPA2-Enterprise.

Also, Roku devices cannot use AX at this time, so make sure to enable n/AC on 5ghz..

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If you are using special characters in your ssid password, try removing them and see if the Roku devices now connect.  If the problem devices now connect, just have to figure out which special character is creating the issue. (Usually throws a 14.40 error though when password related, but worth exploring).

The password issue is kind of unique.  It seems to effect certain devices and certain routers.  (users reported other Roku devices working on network fine, and just by changing the password, all their Roku devices would reconnect.)

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Have you tried using the 2.4ghz band of the guest network and setting it to use b/g/n for the problem devices?  May help to see if the affected devices are just having an issue with the 5ghz?

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Some RokuTVs were having an issue re-establishing a network connection.  Supposedly Roku issued a patch in a build update. (not sure if each RokuTV received this patch yet), but it was recommended to perform a "factory reset" on those RokuTVs still having an issue.  Push and hold in reset button for 30+ seconds.  (of course this requires setting up TV and any subscription login credentials again, so recommended as last resort.)  Also make sure you have a working physical Roku remote before performing a factory reset.  

I did see you mentioned the Factory Reset in your posting, so hopefully one of the network settings (either the WPA2 or password) is the issue.

[Need2connect]

Thanks for some more info. Still struggling with this. The main guest network we are trying to connect to is WPA2-personal. It has b/g/n for the 2.4ghz network and AC for the 5ghz network. 

The password does not contain special characters. Just uppercase and lowercase letters.

I just discovered one thing this morning that may cause an issue from an obscure forum post over a year ago. We have 802.11w enabled and set to mandatory. Is there any documentation on this on Roku? I have failed to find anything. When I can get to the facility I will test turning this to optional and/or disabling it. I need to do some more research, but from a glance, I think I am ok with turning this off on the guest network if it works.

[AvsGunnar · Accepted solution]

@Need2connect 

Roku users have indicated that when 802.11w (Management Frame Protection) is enabled/Required it would prevent their devices from connecting.

Try setting it to "Optional" first (so it will still work with compatible devices).  If you find that you still can't connect, then you will likely need to set to "Disabled".

When AX started coming out, the early workaround was to disable any MFP/PMF settings because 802.11w and WPA3 were causing devices on networks to fail in authentication/connection.  (not just Roku, but other streaming platforms/smart devices as well).

This especially seemed to affect early Asus AX routers. Even when PMF was disabled on it, it would still not allow devices to connect, but a firmware update resolved that issue.  Usually, if you set the network to use WPA3-only, it will use PMF by default.  If you set the network to use WPA2/WPA3 - Personal (which uses the PSK encryption), the PMF is in more of an "optional" state. (using it only on compatible clients).

The 802.11w and WPA3 protocols must be supported by both the AP (router) and the client device (Roku).  Currently, they are not supported on the Roku devices.

Feel free to update when you have adjusted this setting, but I think you may have located the culprit. 👍

[Need2connect]

This was it! Set Protected Management Frames (PMF) 802.11w to optional and it allowed all of the devices to reconnect.

I am still confused as to why they dropped connection. From my records, we have had PMF turned on mandatory since late 2022, and we ended up with 13 reported devices offline, all of which were online previously. Hopefully this thread can help someone else in a similar situation. 

@AvsGunnar thanks for replying.