Wi-Fi & connectivity

[RokuTakashi]

Hi, @BrySko 

Thanks for posting, and welcome to the Roku Community.

We understand the network issue you have encountered where you've received the Error Code 016 which is caused by a Wi-Fi signal issue, and requires you to connect to your home network, and we'd be happy to assist you in resolving this issue. For this matter, we recommend performing troubleshooting steps below to address the issue at hand.

Reset Network Connection

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select Advanced system settings.
4. Select Network connection reset.
5. Select Reset connection.

System Restart

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

In addition, it is advisable to restart your router/modem to have an optimal connection once it resets.

For more information, you can refer to this support article on How to fix internet errors and issues on your Roku streaming device

Let us know if these troubleshooting steps help, and we'll continue to assist you.

Best wishes,
Kash

[BrySko]

Hello Kash,

I have tried those steps, but they were unsuccessful.

As stated, if I am in an app, the connection is stable. It is only after exiting an app for 30 seconds, or restarting the Roku, that the connection is lost.

The Roku indicates that the connection is excellent when connected, but it loses the connection if I take no action. If I connect to the wi-fi and then immediately launch an app, the connection is stable. If I do not immediately launch an app, the connection will be lost within 30 seconds.

For instance, I launched Spotify 5 hours ago, and it is still connected with no stuttering, buffering, or loss of signal throughout the entire 5 hours, whereas if I leave Spotify, the connection will be quickly lost.

No other electronics that I own have issues with the wi-fi being lost.

Please let me know if additional information is necessary.

[RokuTakashi]

Thanks for your response, @BrySko 

At this moment, we'd like to collect more details regarding the issue you've encountered so our team can closely look on it, and further investigations will be conducted.

To assist us in investigating this issue, kindly provide the details below:

• Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
• Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
• Roku Device Details:
  • Model (e.g., Roku Streaming Stick+ 4K)
  • Serial Number
  • Device ID
  • Software OS/Version (You can find this information under Settings > System > About)
• Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.

We hope for your response along with the information we have requested to address this matter.

Best wishes,
Kash

[BrySko]

Hi Kash,

1.) My internet is through Spectrum. It is a community managed Wi-Fi. I am unsure of the exact specifications. I do have to point out, though, that no other electronics I own are impacted by this issue.

2.)
    a.) Model: Roku Ultra 4802X
    b.) Software Version: 13.0.0 build 24056-C2
    c.) S0DA241J2D7X
    d.) Serial: X01000XJ2D7X

3.) Tracker ID: 7X-275-113

Please let me know if additional information is needed.

Thanks,
BrySko

[RokuTakashi]

We appreciate you for keeping us posted, @BrySko 

We'll take note of the information you have provided here with us, and our team will review it.

In the meantime, we'd like you to connect your Roku Device to an alternative network, such as a different Wi-Fi or a mobile hotspot, to see if you're able to maintain a connection and see any difference.

Please keep us posted, as we are committed to helping you address your concerns.

Best wishes,
Kash

[BrySko]

Hello,

I would like to provide an update.

I still receive the same error as indicated above if I am outside of an app, but I have found that if I click "Proceed Anyway," instead of setting up a new connection, when the setup connection dialog appears when entering an app I've used previously, I am able to start the app and use as normal as if the wi-fi connection was still present.

However, if I try to start an app I haven't used before, I receive an error that it cannot be downloaded due to a lack of network connection. However, if I setup the connection, enter the app to download it, and then leave (and therefore 'losing' the connection), I can click "Proceed Anyway" and start consuming content without interruption (until I leave the app).

Additionally, I noticed that I need to set up the connection once in the morning, but after that, I can click "Proceed Anyway" and use the app as normal.

This seems to indicate that it is indeed a problem with the Roku itself not realizing it already has a wi-fi connection, as opposed to the wi-fi.

[RokuJechealR · Accepted solution]

Hi @BrySko,

Greetings from the Roku Community!

We thank you for keeping us updated. We acknowledge the information you provided and will update our team about this.

In the meantime, have you verified that your router is set to use b/g/n Wireless Mode on the 2.4 GHz band? Ensure that your Roku device connects to a router operating in the 2.4 GHZ band. Only those with dual-band Wi-Fi can also operate in the 5 GHz Wi-Fi band.

A few network connection problems have recently been reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n.
   
• ROKU CANNOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Comcast/Xfinity, Cox, and AT&T, but there may be others) have had their 2.4 GHz Wi-Fi band turned off, leaving only the 5 GHz band operational. Devices with single-band Wi-Fi radios, notably Roku Express and Premiere models (but not Express 4K models), as well as many other single-band devices, can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.

If this problem was not caused by a router update deactivating the 2.4 GHZ band, often restarting the router (even if other devices are still connecting) followed by restarting the Roku will allow the connection to be re-established. Depending on your Roku model and version number, you'll find the System restart option under either Settings > System or Settings > System > Power.

You can also try configuring your router and using wireless channels 1, 6, or 11, which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

If you need help adjusting your router settings, we recommend contacting your internet service provider's customer support team. They have the expertise to help configure your wireless gateway and may be able to resolve this issue.

Please keep us posted on what you find out, and we'll continue assisting you from there.

All the best,
Chel