Wi-Fi & connectivity

[Jenjen699]

Help tried everything. Keep getting red X

[RokuMary-F]

Hi @Jenjen699,

Welcome to the Roku Community!

We appreciate your effort to reach us. For us to better understand the issue you are experiencing, can you please provide us with more detailed information about the issue you are experiencing? 

Here are a few questions here to better understand what you're experiencing:

• What Roku model device are you using?
• Do you receive any error codes or messages? If yes, please let us know.
• How long has the issue been occurring?
• Does the issue only occur on a specific channel or all channels on your Roku device?
• What troubleshooting steps have you taken so far to try to resolve the issue?

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


Best regards,
Mary

[makaiguy]

Assuming your Express is not a newer 4K model, this could be your issue:

There are some router setting issues that can prevent establishing Roku wifi connections. And to make matters worse, some of them can be caused by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

• ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings on the 2.4 GHz wifi band from b/g/n to just g/n, causing Rokus connecting to the 2.4 GHz wifi band (such as non-4K Express 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.  See "Reconfiguring Router", below.

Reconfiguring Router
Thanks to forum user @AvsGunnar@AvsGunnar@AvsGunnar for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

If your problem was not caused by any of the above, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku will allow the connection to be reestablished. Depending on your Roku model and Roku version number you'll find the "System restart" option under either "Settings > System > Power" or "Settings > System", or if more convenient you can just remove the Roku's power for a few seconds and let it restart.