Wi-Fi & connectivity

[joecaldwell]

My Roku TV has stopped connecting to my Verizon 8800L hotspot.  It has worked well until a couple of days ago.  Error code is  14.40.  I have tried the recommendations I have seen of restarting both TV and hotspot.  I checked that it was set with 2.4 gh on.  What else can I try?

Thanks in advance

[AvsGunnar]

@joecaldwell 

There are a couple different settings with that hotspot device. (Make sure to make a note of any settings before changing them so you can revert back if necessary.)

1. Under the APN settings, verify that VZWINTERNET is showing as the APN name.

https://www.verizon.com/support/knowledge-base-220959/

2. Under the Advanced Tab for LAN, make sure the DHCP server is enabled under IPv4.

https://www.verizon.com/support/knowledge-base-220947/

3. Under the Advanced Tab for LAN, try disabling IPv6 under IPv6 settings.

https://www.verizon.com/support/knowledge-base-220947/

4. Under the Wireless Channels for the 5ghz make sure no DFS channels are being used.  DFS channels are included in range of 52-140.  I did not see specific setting in the admin portal so if seeing a number within this range when set to Auto, try using a manual non-DFS channel 36-48 or 149-161. (Roku cannot currently see or use DFS channels, so must use non-DFS channels or disable DFS function when using "Auto" settings).

https://www.verizon.com/support/knowledge-base-220954/

5. Under the Bandwidth Settings for the 2.4ghz, try enabling b/g/n under the 802.11 Mode.

https://www.verizon.com/support/knowledge-base-220954/

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Feel free to post an update if none/any of the settings change work for you (and what they were configured to before changing them, as well as any change in condition by implementing change).

General/full support from Verizon explaining options can be found here https://www.verizon.com/support/verizon-jetpack-mifi-8800l/

[joecaldwell]

Went through each of the 5 changes and retested after each.  No change.  Still have the error 14.40.  I do have a TV using Roku Express on the same hotspot which is experiencing no problems which makes me think it might be a Roku TV problem and not a hotspot problem.  I have done the system restart on the Roku TV without success.

[AvsGunnar]

@joecaldwell 

On the RokuTV, go to Settings/Network/About and see if you a MAC address listed.  If you are seeing all zeros (00:00:00:00:00:00), then would indicate a hardware issue (something wrong with wifi module).  Does the RokuTV see any networks at all?

If the RokuTV has a MAC address and you are seeing other networks, try performing a Network Connection Reset.  Settings/System/Advanced System Settings/Network Connection Reset/Reset Connection.

Depending on the model number of the Express (any model other than the new 3960) is only capable of using the 2.4ghz band.  If this is your situation, then at least the 2.4ghz is known to be working with the Roku, so would try to connect the RokuTV to the 2.4ghz band after performing the Connection reset above (the RokuTV will automatically reboot after the process). 

You can determine the model of your Roku Express from Settings/System/About

[joecaldwell]

Thanks.  We do have a MAC address and the TV sees the MIFI hotspot as well as other available networks.  Just can't connect to the MIFI.  I reset the network connection.  I turned off the 5 Ghz part of the MIFI but connection still fails.  Have no idea what to try next.

Joe

[AvsGunnar · Accepted solution]

@joecaldwell 

I think the next step is to look at MAC address Filtering and Guest Network access.

First thing to do is to verify that MAC address Filtering is not Enabled. (When enabled, will only allow approved MAC addresses to access the main network).  If you find it enabled, disable it and then restart the hotspot and the Roku devices.  If still no-go, then I would enable it and add the RokuTV MAC address to the list in order to test if I could now connect.  https://www.verizon.com/support/knowledge-base-220974/

Next thing I would try is to enable the Guest network.  Since the Guest network is unaffected by many settings of the main network, allows you to test whether the RokuTV can can at least connect to the hotspot.  If so, then lets us know it is a Setting somewhere on the main network preventing connection. https://www.verizon.com/support/knowledge-base-220986/.  Try leaving the password empty first (or at least very simple if an empty password/open network for the Guest Network is not allowed).

If the Guest Network works for you, then I would go back into the main network and try creating an open network. (open network=no password).  If the RokuTV connects, then try assigning a simple password with no special characters).  If connects again, then getting closer to narrowing it to a password issue.

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Start at the top of this list and work through in that order as allows us to rule out different contributing factors.

[joecaldwell]

Thanks for your great help.  When I got to the MAC filtering list, it showed the Roku TV as "Blocked" for some unknown reason.  We went into the MIFI and unblocked the Roku TV and it then connected to the MIFI hotspot just like normal.  Have no idea how it got changed but I think this may have fixed the problem.  Thanks again.

Joe