Wi-Fi & connectivity

[FredZiffel97]

Returned after vacation to find both Roku Ultra players not connected to network wired connection Error Code 012.

I have a working internet connection and performed the following tasks.

1. Power on/off Roku (4 times)

2. Power on/off router (only once)

3. Restarted Roku (4 times)

4. Connected new ethernet cable from router to Roku (tested cable on other devices and it's working).

5. Factory Reset on Roku (3 times)

None of the above items were successful in connecting the Roku(s) to the internet.

Any suggestions will be greatly appreciated!

Thank you in advance...

PS - Not sure if this is a symptom but both units have a 3 blink power "code". One blink followed by two quicker blinks repeating. IDK!

[RokuJechealR]

Hi @FredZiffel97,

Greetings from the Roku Community!

We're sorry for any inconvenience this may have caused. Also, we appreciate the troubleshooting steps you have taken to resolve the issue. Let's try these quick steps by navigating to Settings > Advanced system settings > Network connection reset > Reset connection. Then, make sure to restart your router and then try to reconnect your device.

Feel free to keep us posted on how this works for you. Thank you!

All the best,
Chel

[FredZiffel97]

Did as you outlined and during Set Up Connection the selection for "Wired" resolves with a red "X" then immediately switches to "Cannot detect Ethernet cable".

Tried this procedure with the original cable, a new Cat5e cable, and a new Cat6 cable all with similar results. IMO a software update was pushed to my 2 devices that was not fully tested.

I can connect any internet ready device to the ethernet cables mentioned above and all successfully attain an internet connection. 

[FredZiffel97]

No change...

[AvsGunnar]

@FredZiffel97 

Try leaving the Ultra unplugged for a bit (10-15min) and restart your router (yet again).  If the 10-15 min does not help to resolve, just leave it unplugged when you go to sleep tonight and see if by morning the issue is resolved.

On occasion my Ultra will fail to detect the Wired option after a restart.  I will just use the wireless (wifi) connection and then usually it will see the wired availability after a bit.  

Don't think it is a update issue; just a little network gremlin/bug with the Roku's network detection check (software).

[FredZiffel97]

Did the short term disconnect and the long term disconnect with a Router Restart without any change. The Roku Ultras will not connect in a wired configuration.

[RokuJechealR]

Hi @FredZiffel97,

Thanks for keeping us posted!

Despite taking every step of the troubleshooting process, the problem still exists. We advise you to contact your Internet service provider to ask for further assistance.

If you need anything else, please keep us posted.

All the best,
Chel

[FredZiffel97]

Hi Chel -

I anticipated that response (no sarcasm intended) so while I waited for your response I did contact my ISP.

I did all they suggested even replacing the cables as you suggested. No change.

So I am right back where I started with two Roku Ultra streaming devices that failed at the same time on a Wired connection (both on surge protectors) and will no longer connect via Wi-Fi. Makes no sense to me as any internet ready device I connect to the original cable or any of the replacement cables results in an internet connection. IDK? Probably in the long run I will just remove the Roku devices and connect my TVs directly to the internet cables that everyone wants me to replace. I wish they were larger. I would use them for wheel chocks when working in the garage (no sarcasm just stating a fact).

Thinking about getting a new Roku Ultra and testing it on all the cables to "maybe" verify if the cables are all good and the units have failed??? All cables have been tested.

I am fairly certain the devices failed somehow as the choice for a "Wired" connection is already "red X'ed" before I can even attempt a Setup!

Interesting' all three Roku Ultras purchased through Amazon all failed in some way shape or form. 

One arrived DOA and was replaced; then two failed while in service...

[FredZiffel97]

typo identified in my response

typo:  "and will no longer connect via Wi-Fi."

should be "and will no longer connect via Wired."

[RokuJechealR]

Hi @FredZiffel97,

Thanks for your response!

We appreciate your patience and express gratitude for your effort and cooperation in resolving this issue. May we know if they work with a Wi-Fi connection? Who is your ISP? (Internet Service Provider) In addition, is there anything about your network we should know about, like you're using a VPN or a content/ad blocker?

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

All the best,
Chel