Wi-Fi & connectivity

[mcnuggets75]

This issue started a couple of weeks ago. Every single time I turn on my TV, my Roku Express 4k+ has been disconnected from wifi. I have to restart the device, wait a few minutes, reconnect to the wifi, and then it works. But I'm so tired of this. This is NOT an issue with my router or wifi. I have also tried power cycling the device and restarting the router, and this is still happening. I am running the latest software. Please help me out guys, this is so annoying to deal with.

[Rewhans]

Just came home to all 3 of my 4k+ sticks not having network connect.

Issue: Won't connect to network after putting in passcode (error 01430)

Work in IT so did the standards.

Restarted devices, router, and modem-No change

Factory restored one of them. - no change

Verified other Wi-Fi devices are working as well as direct connect via desktop. - all working fine. 

Any suggestions?

[AvsGunnar]

@Rewhans 

Are these 3820 Streaming Sticks or are you generally referring to the streaming devices as "sticks"? 

Settings/System/About will provide the model number of the devices.  Also provide model number of router please.

[Rewhans]

2 are model 3820x and 1 is 3941x

Spent two hours with Roku X account in dms and sadly still didn't fix it. 

Can pass the logs to help so everything tried so far. 

[AvsGunnar]

@Rewhans 

Certainly.  Post what you have tried so far.

Here is what I would try and verify since the devices listed are both 2.4ghz and 5ghz compatible.

1. Try and connect each device to a mobile hotspot (if available).  If connects to hotspot, then hardware is working and culprit is likely a network setting.

2. Make sure 2.4ghz band  is enabled on router to check 2.4ghz capability. [verify wireless set set to b/g/n (all three protocols), channel set between 1-11 (1, 6, 11 preferred, not auto), and security set to WPA2-personal/psk with AES encryption) ].

3. For the 5ghz band, your devices are DFS-compatible, but try disabling DFS (ch.52-144) for troubleshooting.  Try manually assigning a channel between 36-48 or 149-161.  Make sure you have n/AC enabled if using a wifi6 router.  Verify using WPA2-personal/psk with AES encryption).  The devices you listed cannot use wifi6/AX/WPA3 protocols so need to include wifi5 protocols.

4. On the passwords with both the 2.4 and 5ghz bands, try removing any special characters (use numbers and letters).  Should be throwing a 14.40 error is this is the culprit, but worth trying to exclude as a contributor.

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Feel free to include the list of things tried, the router model number, and ISP (internet service provider).  Seeing a few reports now that some Xfinity-leased routers may be changing settings to use AX and WPA3 in the firmware. (or at least users reported they "touched nothing", and found these setting changed).

[Rewhans]

Trying the options you offered above. Will report back. 

[Rewhans]

So changing settings on router didn't fix but it was a 14.40.

Removed special characters and sure enough it works. Never seen that before in 16 years of IT but I'll take it. Really don't get why it's been that password for 7 years but oh well. 

Thanks for help

[atc98092]

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@Rewhans wrote:

Removed special characters and sure enough it works. Never seen that before in 16 years of IT but I'll take it. Really don't get why it's been that password for 7 years but oh well. 

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Roku was supposed to have fixed that years ago. Sounds like a recent update broke it again...

[AvsGunnar]

@Rewhans and @atc98092 

Yeah, its a weird one.  I am not certain yet whether this is a Roku or router firmware issue.  Sometimes it only affects certain Roku devices even when of the same model number on the network.

Some users find they can go back to using the problem password and everything will still work.  Others may need to change the special character (thus isolating it to a particular special character, usually the # sign, but not always).

On other routers, the special characters will just refuse to work even though it worked previously.  Then, somewhere down the road, it will begin to work when user decides to try using the special characters again.

I think just changing the password is refreshing a corrupted authentication cache in one/both of router and client.

Either way, chalk it up to another network gremlin and file it away in the memory bank if needed for the future.  Good to see you are back up and running. 👍

[RokuJharra-Q]

Hi, @mcnuggets75 thank you for posting here in the Roku Community!

We understand that you're having issues with your Roku device that keeps disconnecting. We'd like to investigate this further. May we know how far your internet router is from the device?

• If you do not see your network name, your Roku device may be too far from the router. Try the steps listed below to improve the wireless signal and then try setting up the wireless connection again.
• You may want to consider connecting temporarily to a different wireless network to help troubleshoot.

Once your Roku device is connected, you can find the strength of the wireless signal using the instructions below.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Network
4. Select About

The wireless signal strength will be reported as Poor, Fair, Good, or Excellent.

If you make changes that may impact the strength of the signal, such as the location of the router or your Roku device, you can check the wireless signal strength at any time by selecting Check Connection.

In the meantime, we recommend following the steps outlined on How to improve the Wi-Fi or wireless internet connection to your Roku streaming device.

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra