Wi-Fi & connectivity

[billygoat634]

I recently moved to a new home with a new wi-fi network. The Express Model 3930X (purchased several years ago) and all other networked devices in the house- computers, mobile phones - work OK with no issues. I just bought two Express Model 3960X, and neither will connect to my network. Following the guided setup which appears on screen when I plug in the new models, I keep getting the big red "X" no wi-fi connection: Error 014.40. Is this a new model problem, or am I doing something wrong? Thoroughly vexed!

[VickyLee]

omg I'm having the same issue it's 😡 me off lol

[RokuReynan-L]

Hi, @billygoat634 and @VickyLee.

Thanks for letting us know about having an issue with connecting to the internet. We're here to help.

Could you please try to reset your network? To reset the network settings on your Roku device, navigate to Settings > Advanced system settings > Network connection reset > Reset connection.

Furthermore, you may visit this support article on how to fix internet errors and issues on your Roku streaming device

If the issue persists, please let us know.

Thanks,
Roku Community Team

[billygoat634]

Hi, @RokuReyna-L

Thanks for your response. I had just about given up hope of getting any help from the community. Unfortunately, the problem persists. The 2 new Roku Express (model 3960X) do not allow access to settings. The only thing one can do is follow the guided set up: choose language> choose wireless network> enter password >connect. No connection, and always the same error 014.40, As noted earlier, I know I am using the correct password; all other devices in the house are connected to the network and working perfectly. My original Express (model 3930X) was also connected and working fine, allowing access to Settings. Advanced system settings was found under System, so foolishly thinking that resetting the connection on that one might affect the connection(s) of the new model, I took the fatal step of resetting the 3930X and lost the ability to connect it to my network along with the new Express devices. Back to the guided setup with the same results on all 3 of them. Now I am without any TV in the house. I have now restarted and reset everything - modem, router, Roku Express. Anybody help?

[billygoat634]

That last post was a reply to @RokuReynan-L. Sorry for getting the name wrong.

[Jazprisma]

I'm having a similar issue... I used my phone as a hotspot and that helped me to update and have access to the roku system... once I was able to "update" everything I switched to my normal wifi network and won't let me open any app... 

[AvsGunnar]

@billygoat634 

The 14.40 is generally a password/authentication error.

If you are using a wifi6(ax) router, these are usually using the WPA3 protocol under the Security Settings. (password)  Under both your 2.4ghz and 5ghz settings for your router, verify that you also have WPA2-Personal/PSK enabled. (this protocol is needed for non-wifi6 devices like your 3960 and 3930 models).

On some routers, you may need to temporarily disable WPA3 support, while on others you can simply enable both WPA2 and WPA3 and each compatible network device will use the appropriate protocol.  Restart both the router and Roku devices after making the above changes.

Feel free to include router model number if the above is not applicable and you are still having issues.

[jontalk]

@billygoat634In addition to what Gunnar suggested, I'd recommend you install WiFi Analyzer for Android or something similar if you have an iPhone. Open the app and take note of how many others use the same channel/band as you are and log into the router and change to one that's less congested. If you're using provider owned equipment its likely the router is set to 'auto' for channel selection and this often causes problems.

[RokuReynan-L]

Hi, @billygoat634 and @Jazprisma.

Thanks for letting us know about this issue. Could you please try to check your inbox? We've sent you a DM to gather some information.

We'll wait for your response.

Thanks,
Roku Community Team

[billygoat634]

Thanks for your support, @AvsGunnar @jontalk @AvsGunnar.   I have a Nokia router supplied and installed by ISP (Ziply Fiber) No model number. I contacted Ziply to ask about WPA2-Personal/PSK. All they could tell me is that since all other devices are connected and working, their equipment and internet connection are all OK. What next?