Wi-Fi & connectivity

[GRIT]

I work in IT for a multi housing facility, and over the last 3 days we've received numerous complaints that Rokus are going offline. 

Upon checking these devices (all different types, some are tvs/sticks/ultra/soundbar/etc), we find that they have a signal, are connected, pulling an IP, and pass a speed test with strong MBPS, but the status is reported as "Not Connected".

Attempting to launch an app fails with "Not Connected to the Internet", but I can press "Proceed Anyway" and the app works fine. 

Rebooting the device does not solve. Changing the SSID does not solve. Sometimes a factory reset solves, but sometimes it doesn't. Once a factory reset fixes the issue, it seems to continue working with no issue.

There have been no changes to the wireless network recently.

I'm stumped. Was there a recent rokuOS update pushed out? Perhaps its got a bug.

[AvsGunnar]

@GRIT 

Depending on the Roku devices being used, some are only 2.4ghz capable, others are dual band 2.4ghz and 5ghz. The ones you listed are all dual and but not sure if you provided complete listing.

If you are using same SSID for both bands on network, then should verify that you have network configured for Roku.  On the 2.4ghz band, verify b/g/n wireless mode is enabled if using a cable ISP. (firmware updates to cable ISP routers are causing stuborn disconnection and reconnection issues when set to g/n, so workaround is requiring b/g/n to be enabled in order to get around the smart learning feature of the impacted routers).  On the 5ghz, verify you are not using/allowing DFS channels (52-140) as Roku cannot currently see or use them.  Try disabling Auto Channel Selection (or at least option for the router to use DFS, if applicable).

2.4 GHZ BAND

1. Radio is On/Enabled
2. SSID (network name) is On/Broadcasting
3. Network Mode/Protocol is set to b/g/n (Mixed Mode)
4. Bandwidth/Channel Width is set to 20mhz
5. Wireless Channel is set between 1 and 11 (preferably 1, 6 , or 11). Try changing and using different channels. Roku cannot see or use 12,13,14.

* Restart both your Router and your Roku after making above changes.

5.0 GHZ BAND

1. Radio is On/Enabled
2. SSID (network name) is On/Broadcasting
3. Network Mode/Protocol is set to N/AC
4. Bandwidth/Channel Width is set to 20mhz or 20/40 mhz
5. Wireless Channel is set between 36-48 (low frequency band) or 149-161 (high frequency band). Roku cannot see or use channels 52-140 (DFS Channels) which an Auto Setting may be choosing. If your router allows you to Disable DFS Channels, then an Auto Setting may be used after successful troubleshooting.

Restart both your Router and Roku devices(s) after making the above changes.

Post back with an update or if you need more help. Include your router model number and ISP.  as additional or model specific troubleshooting instructions may be available.

[GRIT]

No network changes have been implemented recently. We've had no issues for years until the last 3 days. 

The wireless network is managed (ruckus enterprise network) and we called our provider and they are saying they see no issues and the issue is likely with the Rokus since it started out of nowhere.

My only theory is DNS. What servers does RokuOS communicate with to get its online or offline status? Perhaps those are not communicating with our ISP.

We are a large community sharing a single IPV4 address, perhaps the excess traffic was mis-categoried as a DDOS and we've been blocked by roku on their connection test servers?

[AvsGunnar]

@GRIT 

Unfortunately, the first response from any ISP is usually that it is not on their side.  As long as the speed check outs, they consider everything fine.  If you are using a ISP managed router, then "everything is fine" again because you are using their settings.

Unless you can can verify for yourself what settings the router is using, and how they comport with the info provided above, can not really say no network changes have been made because these routers are often updated via automatic firmware updates.  These updates may not physically change the settings, but they do change how these settings act/perform.

Also, not sure what you mean with "(ruckus enterprise network)".  Roku can only use personal security protocols (WPA/WPA2, so not able to use any Enterprise security settings).  Not sure if that was what you meant. 

I can use Roku with nearly any public DNS settings.  For testing purposes though if you want to try your theory, switch over to Google public DNS. (8.8.8.8 and 8.8.4.4).  You don't really connect to a "Roku server" to check status, it is device firmware/hardware test by the OS of the network module/NIC.  The device does not "technically" have to be connected to the internet for the base-level RokuOS to work. 

If you have access to a mobile hotspot, try connecting one of the problem devices to hotspot when they lose connection.  If you can connect to the hotspot and get the device to connect, then again points to network. (this is usually a good test for troublesome connections and also helps to test the device's network hardware capability to make sure it is functioning properly).  If device fails to connect to either hotspot or network, then either hardware related or OS related.

Feel free to continue posting updates what you find out.  Normally, most issues with the connection can be solved with both a Router reboot and a System Restart (Settings/System/System Restart) of the Roku device.  Not sure if each house has their own router of if you are using one centralized location.  Also, you can try just establishing a new connection w/o Factory Reset.

Settings/System/Advanced System Settings/Network Connection Reset/Reset Connection.

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There are a few different methods to narrow down issue but really need to begin with verifying settings and seeing which of the above steps helps to resolve issues, and which do not.

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EDIT:  Sorry, thought you mis-spelled Roku, but now I see your ISP is Ruckus.  

[GRIT]

Network Connection Reset has been attempted with no luck. 

By enterprise network, I mean its a centralized fiber deployment using business grade hardware, WPA2 auth - managed by a networking provider. I've attempted an Ethernet connection directly into the switch and we get the same issue.

At the moment we're instructing residents to ignore the "Offline" error and press "Continue Anyway" when opening apps. All apps function with no issue after "Continue Anyway" is pressed. Perhaps this will clear up as mysteriously as it started.

This is quite possibly the strangest issue I've ran into all year.

[AvsGunnar]

@GRIT 

"... At the moment we're instructing residents to ignore the "Offline" error and press "Continue Anyway" when opening apps. All apps function with no issue after "Continue Anyway" is pressed. Perhaps this will clear up as mysteriously as it started."

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As long as everything is working and loading, probably best.  There is just a disconnect with some of the Roku devices detecting that there is an internet connection available.

If your users have some of the newer Roku devices, you can also try disabling the Auto Power Savings.  This setting is causing some random issues (from HDMI errors, to needing complete restarts to regain connections, etc), so may be worth a shot.  It just may not be recognizing the beacon/missing beacon after waking.  (Depending on age and model of device, not every Roku will have this setting).  Maybe compare the models affected with the list provided in the support article below and see if correlation.

Settings/System/Power/Auto Power Savings/20-min [Disable]

https://support.roku.com/article/6306527767575

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[sandyfisher]

I can't get my own SSID #  on here what do I do?

[RokuDanny-R]

@sandyfisher

Thanks for the post.

Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

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

Thanks,
Danny