Scenario:
To preface, I am on University WiFi. In order for our Roku devices to connect to the internet, we have to register the MAC address with the University's RADIUS server. I have registered my device with the RADIUS server, and it has worked fine for the past few months.
My issue is that after my Roku received an update, the Roku OS claims that it is offline, but it is actually online. For example, when I click on any channel, a message that says there is no internet connection comes up. If I click on "Proceed Anyways", I am able to watch the channel just fine. It happens to all channels. When I am on the Roku homepage, or on any page that is accessible from the left menu bar, the Roku thinks that it is offline. I am not able to search for anything, download apps, or do anything that would require an internet connection.
Troubleshooting performed:
1. I have restarted the Roku multiple times.
2. I have unplugged the Roku and let it reboot multiple times.
3. I turned off "Network Bandwidth Saver".
4. I have contacted the general Roku support phone number about this. They did not have any idea what the issue is.
5. I contacted the University's IT Support. They claim that it is happening to every Roku device on campus after a recent update from Roku. They say that there isn't anything that can be done besides report the issue to Roku.
6. I have reset the Network Connections from the Roku settings.
7. I have removed and readded the Roku's MAC address to the University RADIUS server.
8. I have checked the Roku for updates. It says that it is up to date.
Technical Information:
Issue ID: 24-391-431
Serial number: X0260032AF24 (S0KD3342AF24)
Software version: 12.5.0
Build: 4167-ED
Channel software version, if applicable:
It happens to all channels.
Anything else we should know?:
This issue is happening to all Roku devices across campus, whether it be a Roku TV, or a Roku streaming device. It is not happening to any other brands of streaming devices such as an Amazon Fire Stick. Roku support and the university IT support seem to be at a dead end, and it is affecting hundreds, if not thousands of students that use Roku devices on the university's WiFi. It is hurting the Roku brand, because IT Support says to switch to an "Amazon Fire Stick or something". If need be, I can get Roku in contact with the university's Network and Telecommunications Services so that you guys can work out the issue. Network and Telecommunications Services is in charge of all the network policies and security, which could *potentially be the issue, but they do not seem to think so.
