Wi-Fi & connectivity

[Ello2022]

@rtomek  You answered your own question. If your Roku ultra connect to your phones mobile hotspot then there’s nothing wrong with a Roku Ultra. It’s sometimes with your home network. Is your Roku ultra on the 2.4? 5.0? Or Ethernet? Have you tried all of them?

[rtomek]

No, it’s not fixed. My first post indicates that I have tried wired and wireless. My other devices on 10.x.x work. The device in question worked perfectly until I saw a “updating software” screen that went away and ended up on 11.0.0.

Not sure if it’s because of multiple devices on a router or Comcast internet, but either way it’s a major issue without a workaround.

[luxlunae]

I am seeing the same issue but with BOTH of my rokus.

They can connect to my phone hotspot but not my AT&T router. Annoyingly I paid for HBO through roku rather than on its own so I can't just use my laptop as a workaround. I first noticed this issue yesterday, but hadnt' used my tvs for a couple of days before that.

[RokuDanny-R]

@luxlunae @rtomek 

Thanks for the posts.

If your internet service provider is Comcast or AT&T, we would recommend changing your router settings for 2.4 GHz band from g/n to b/g/n, as customers have stated that this helped resolve their issue.

If you are still unable to resolve the issue, please provide us with the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-steps to reproduce the issue you are seeing
-when did you start seeing this issue occur
-who is your ISP (internet service provider) and what make and model is your router
-what are the steps to reproduce the issue

With more detailed information, we will be able to investigate the issue further.

Thanks,
Danny

[luxlunae]

Mine was already on b/g/n but I put it on b/g and that fixed it. Weird. Thank you for the suggestion.

[AvsGunnar]

@luxlunae 

If the Roku device is failing to connect on the n protocol, it is likely that it preferring a 5ghz connection but there may be issues connecting to the 5ghz band.  It is possible that the 5ghz is set to Auto or using DFS channels (52-140) that the Roku cannot see or use.  Ideally, it should be falling back to using n protocol on the 2.4ghz band though. (as mentioned, some cable routers are requiring b/g/n due to their firmware).

Just for info purposes, what is the router model number and ISP (internet provider)?

[rtomek]

@RokuDanny-R 

For the Roku Ultra device that has issues, the serial number is X01000PNRRL1 and the device ID is S02A20CNRRL1

Th issue started appearing on Tuesday, April 12 — immediately after it was stuck on the ‘updating software’ screen for a few minutes. Looking at ‘check for updates’ showed that 11.0.0 had just been installed.

My internet is through Comcast, and my cable modem is is the XB7 — but I am using it in bridged mode with no wifi. My personal router is a netgear x700. Remember though, this issue happens whether I am wired or wireless. When I changed my wifi to a hotspot then connected an Ethernet cable to my router using comcast internet, the issue existed — so it’s happening on the wired connection.

my steps to reproduce this issue is: own multiple Roku devices, have Comcast internet, update the Ultra device to 11.0.0. (Admittedly I haven’t yet tested connecting a 10.5.0 device onto a hotspot along with the device on 11.0.0)

While the error states the device is not connected to the internet, most apps are actually working if I click ‘proceed anyway’ but loading everything is laggy. Once a video stream starts, it proceeds as normal. The search feature and some Roku apps are not working.

[AvsGunnar]

@rtomek 

Just for troubleshooting, have you tried to eliminate the Netgear router.  Connect to your Comcast router (take out of bridge mode, set to router mode).  For good measure, set the 2.4ghz mode to b/g/n to eliminate that issue and then see if you can connect either wired or wirelessly (or both).

Could help narrow to whether it is a router issue, a network settting issue, or possible bug in OS how Roku is dealing with the Netgear.

[ctpolk233]

Going from b/g/n to b/g worked for me. ATT internet

[AvsGunnar]

@ctpolk233 

AT&T BGW320 router or other model?