Wi-Fi & connectivity

[RokuJohnB]

Hi @JenniferK,

From the Roku Community, a warm welcome and thanks for letting us know!

We'd be more than happy to investigate this issue further. Can you please provide the following information?

• Are you getting any error messages or codes?
• Could you elaborate more about the troubleshooting steps that you have taken so far?

We'll wait for your response.

Thanks,
John

[JenniferK]

Thanks @RokuJohnB 

I have a 3920RW - Roku Premiere that is the one having issues. 

Similarly to what the OP posted, my ISP (AT&T) recently had me change out the router for my home internet (DSL). The password to connect did not change, and I did not have this issue prior to the changeout.

I am getting Error 009 when I attempt to connect to my wifi. I AM able to connect without error via the AT&T hotspot on my phone without issues. But of course that is a limited option, I can't keep it connected for an extended time.

I have restarted the router and the Roku (multiple times), and even tried a factory reset on the Roku. 

I confirmed that 2.4 and 5 GHz are available, the router is on channel 1. and has b/g/n mode

Software version is 12.5.5 build 4174-91.

I also have a Roku Sound bar that is not having any issues.

Please let me know what other information you need.

Thanks!

[RokuJechealR]

Hi @JenniferK,

Thanks for the response!

We appreciate the troubleshooting steps you have taken and your effort in resolving the issue. Let's try these quick steps by navigating to Settings > Advanced system settings > Network connection reset > Reset connection. Also, make sure to restart your router and then try to reconnect your device.

Please keep us posted on how it works for you.

All the best,
Chel

[JenniferK]

Hello @RokuJechealR 

As I believe had previously mentioned, I did go through those steps multiple times. But I did try them again, just in case something had somehow changed. Still no success. 

What next?

Thanks!

[JenniferK]

@RokuJechealR

I wanted to add that subsequent to my last message, I used my Hotspot to temporarily connect the device. As I previously noted, I can do this for short dureations,  but it can't be my permanent fix.

I did see an update to Software version 13.0.0 build 24056-91. I completed that update. I then tried to connect to the wifi, and still nothing.

I also went again through the processes of resetting after that update as in your previous message again, and still nothing. 

Thanks! 

[AvsGunnar · Accepted solution]

@JenniferK 

I am having trouble currently locating Roku's support article regarding devices that do not support IPv6, but I think I remember that the 3920/3921 may have been excluded.

From your other postings, you indicated that you had AT&T, verified that the 2.4ghz is working, and is configured to use wireless mode/protocol b/g/n, and is capable of connecting to a hotspot. (remember, your 3920 is a 2.4ghz-only device so the 5ghz band will be unavailable.  All changes and configuration will be limited to the 2.4 ghz band).

The only two things that would next come to mind is to check that the router is configured to use both IPv4 and IPv6.  (generally located under setup or DNS options in routers). 

If the above is not the issue, try changing the router DNS to use Google servers (for testing) and set your DNS to 8.8.8.8 and 8.8.4.4

Additionally, make sure your new router did not come with an accompanying mobile app that may have "paused" your internet connection for the 3920.

[CapMann1880]

I'm having a similar issue. I used to use a Verizon Internet Gateway--a cube that gives off its own hotspot signal. (though its more powerful than using your phone as a hotspot). No problem whatsoever using Roku.

I just signed up with and received hardware from my new ISP--Wow. They're mainly a Michigan company, I believe but they work just fine providing high speed internet. I'm using the network as I type this!!

I am getting a completely black screen with "no network available" or something that.  I never get to the Roku screen.

When I set up my router and new service, two networks popped up when I first set up the router--a 5G and one without a "G." I assume the latter is the 2.4G network. I am using that one. I read Roku doesn't necessarily place nice with 5G. That's fine.

Not quite sure what the problem is.

[Strega2]

If you have a Roku model (what four-digit model number do you have?) that supports 5G, then 5G is fine.  I don’t think I’d make the assumption that the one that ends in 5 (without G) means 2.4GHz.  It could be, but it could be pretty much anything, since those SSIDs are totally flexible.  For example, the one with G added might be a Guest network.  These names can be anything you want, so I wouldn’t assume.