Wi-Fi & connectivity

[AvsGunnar]

@antigone16 

Certainly cannot rule out that some of the problems you have been experiencing are device-related.  The new Express 4k+ are currently reasonably priced and are now able to operate on both the 2.4ghz and 5ghz bands (all new Roku devices finally dual band).

Since you are getting both green check marks, seems like the Roku is acknowledging both network and internet availability but is having trouble accessing the internet.  Some have reported problems with Comcast DNS and others with OpenDNS which some Netgear users use. (I cannot confirm as I use neither), but sometimes ISP DNS, and especially OpenDNS will do some redirecting when resolving an IP address so definitely not ideal for streaming. (Ordinary webpages will take longer to load, while streaming may fail to recognize completely.)

I would change the DNS addresses that your router is currently using to see if that makes a difference.  Try using the public Google DNS servers.

Comcast/Xfinity default DNS is 75.75.75.75 and 75.75.76.76  (primary and secondary)

Google Public DNS is 8.8.8.8 and 8.8.4.4

You can ping all the above with similar method to our previous IP test. 

Here are the general instructions for changing DNS on the Netgear routers. (copy&pasted from Netgear).  You can also see when doing this procedure if your other DNS was pointing to the Comcast DNS.  There are many different public DNS servers.  Reboot both the router and Roku after applying changes.

To set static DNS servers on your NETGEAR router:

1. Launch a web browser from a computer or WiFi device that is connected to your NETGEAR router.
2. Visit www.routerlogin.net.
3. Enter the username and password.
   The default username is admin. The default password is password.
   The BASIC page displays.
4. Select Internet.
   The Internet Setup page displays.
5. Under the Domain Name Server (DNS) Address section, select the radio button for Use these DNS Servers.
6. Enter your primary DNS and secondary DNS addresses.
   If you do not know your primary and secondary DNS addresses, contact your ISP for assistance.
7. Click Apply.
   Your settings are saved.

Hopefully this will get you going.  Roku can be a little finicky when it wants to and extremely frustrating to find underlying cause.  If the Express is still showing the low signal strength with this new router, then could be experiencing some early signs of wearing out as the AC1200 has much greater range and amplification than your previous router.  

If you get connected and stay connected, when setting your security, look for wpa/wpa2 as another reported issue is using tkip/aes security with Roku and Netgear.  With my Netgear and TP-Link routers, I use WPA2-PSK with AES.  As long as you avoid anything with TKIP in it, you should be fine.  Remember to set security after you are known up and running.  (Personally, I think it is using TKIP in conjunction/combined with AES that is the problem when users run into the issue, though.)

[cmcgee0702]

I'm having a similar issue with my Roku Premier. I bought a new router after having connection issues with several devices and now the Roku will not find any wireless networks when I search. Here's what I've tried so far:

-Unplugged and plugged back in (both router and Roku)

-Rebooted (both router and Roku)

-Reset Network Connection on Roku

-Turned off 5ghz band on router

-Tried connecting to an iPhone hotspot that only broadcasts on 2.4ghz

-Tried connecting directly by entering the SSID and password

Nothing has worked. All other devices are connecting fine with strong signals. What am I missing?

[AvsGunnar]

@cmcgee0702 

If you are certain that your 2,4 GHz is set up correctly as indicated in this thread, (ch. 1-11, mode g/n, channel width 20mhz), and you disabled security for troubleshooting, could be that the Premiere has an internal wireless hardware failure.

Try doing the factory reset (pinhole in rear of device 30+ seconds.

Usually the hotspot is the preferred test to see if it can connect.

Feel free to post back with a screenshot of your wireless settings and router model number.  Sometimes certain routers need different settings before condemning the device, but sounds like device failure currently.  If under a year, warranty replacement is available 

However, sometimes when adding a new router, some settings need to be verified if this Roku device was working with previous router.

[cmcgee0702]

That level of modification isn't possible with an Eero Pro 6, so all I can do is turn off the 5g.

[AvsGunnar]

@cmcgee0702 

I will look into it this eve since away from computer currently and post again.  Can you post exact model number of router and version(if known) of firmware.  Additionally, ISP provider and assuming Premiere 3921/3921+ ?

[cmcgee0702]

@AvsGunnar Appreciate the help, but it just started working again. I plugged back in my old router and left the new router plugged in. The Roku found the network on the old router and the new router also popped up on the network list. I swapped the ethernet to the new router and things connected.

[antigone16]

@AvsGunnar Well, that's it. It is still not working, at one point or another in the process, even after changing the DNS etc. I have just placed an order for a new 4k+. Thank you VERY MUCH for all your patience and advice. Most appreciated.

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

If you have followed all the troubleshooting steps provided by @AvsGunnar and are still unable to resolve the issue, please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[AvsGunnar]

@cmcgee0702 

Good to hear network issue and you are back up and running.  Thanks for posting back what worked for you.

@antigone16 

Sorry you had so much trouble, but you should now be able to configure any Roku device from here on in.  When you get the new Express 4k+, you may have to change the channel of the Netgear under 5ghz to use 36-48 or 149-161.  Most Netgears use Auto by default (and seem to like channel 52 for some reason).  Roku cannot see/use channels 52-140 (These are known as DFS channels).  Since dual band, the Express 4k/4k+ can now operate on either your 2.4 or 5ghz bands.

Make sure you send @RokuDanny-R your problem Express serial number.  Please post back with update and if the new Express 4k solves your issue.

[AshgarS]

The response from Roku is bull**bleep**, the roku  tv right next to my roku  device works fine and NO ONE changed any settings on the wireless network that ALL devices in the house work on. This Roku will not even find any network to connect to. My device ID is C4395G366094 and model 3900RW. This is outrageous. No more bull**bleep** responses from you are accepted