Wi-Fi & connectivity

[FredZiffel97]

Hi Chel -

Yes they now only work with Wi-Fi but a tad slower than Wired and now I have occasional drop outs - lost connections.

ISP is AT&T.

At one time I experimented with Fing but that was removed.

AT&T's Smart Home Manager is used. That has been checked and rechecked no "blocking" is utilized.

Looking at the Router's info via 192.168... you can see that the the "Wired" connections are "off" and the "Wireless" 5Ghz connections are "on".

VPN is used but "Not" at the router level, it is only employed on individual pcs - Roku's are not on/behind the VPN. (Router is not capable of having a vpn installed on it.) One Roku is a direct ethernet cable to the Router and the other is connected through a network switch. The ethernet cable(s) to the Roku devices work w/o any issues when the cable(s) is unplug from the streaming device (device removed) and connected directly to the smart tv. 

All content blockers are on the individual pc's browser and "Not" associated with the streaming devices.

[RokuJechealR]

Hi @FredZiffel97,

Thanks for keeping us posted!

Please note that a few recent network connection problems have been reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T). However, they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CAN NOT CONNECT
  Some router updates have changed the router's security setting from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n security.
  
  
• ROKU CAN NOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz WiFi band turned off, leaving only the 5 GHz band operational. Devices with single-band WiFi radios, notably Roku Express and Premiere models (but not Express 4K models), and many other single-band devices, can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku via Settings > System > System restart (for Roku TV it's Settings > System > Power > Restart) will allow the connection to be re-established.

If you need to make configuration changes on equipment supplied by your internet provider but have no access to its settings, you may request your internet provider to make the changes.

All the best,
Chel

[FredZiffel97]

I have tracked it down to the system update installed on April 27, 2024. This update disabled the Wired option of connecting my two Roku Ultras to the internet...

[RokuJohnB]

Thanks for the additional information, @FredZiffel97!

Error codes 012 and 013 are caused by Ethernet cable issues.

Try the following tips to fix Ethernet cable errors on your Roku streaming device:

• Unplug the Ethernet cable from your streaming device and router, and then plug it back in.
• Try a different Ethernet cable.
• Switch to a Wi-Fi connection instead.

If the problem still persists, may we know what the current software version of your Roku device is by going to settings, system, and about?

We hope this helps, and please keep us posted on what you find out.

Regards,
John

[FredZiffel97]

Hi John -

Please read all the previous comments on this subject (I am not being sarcastic nor angry, just frustrated with Roku.). I went on vacation in mid April to return to 2 Roku Ultras flashing lights that would/could not connect to a "Wired" configuration. They will connect through a "Wireless" connection but that is not what I want/need on my intranet.

I have replaced the cables at least 4 times maybe more (I have lost count): once with a used Cat5e; once with a new Cat6 ; once with a new Cat5e right out of the sealed bag from a vendor; and once with a new Cat6 right out of the sealed bag from a vendor. All cables pass a cable test with test equipment before being used.

I also spent several hours with the ISP (AT&T) hoping they had changed something and testing different scenarios to include the cable swap-out also. Every internet ready device that is connected to the cable(s) ends where the Roku's fail ALL will immediately sense and connect to the internet,

I am not your average streamer whining about a poor connection or the devices' inability to connect as advertised. I have 35 years experience in electronics, proprietary computer configurations, system design/test, and software design/test but this scenario is typical with one vendor pointing at another vendor saying it is their issue. Someone "messed up" here and is not taking ownership.

Any and all help you can give me is greatly appreciated!

Current system : 12.5.5  build 4174-C2  installed 4/27/24 0738

[RokuJechealR]

Hi @FredZiffel97,

We apologize for the inconvenience you have gone through. And we express our gratitude for your effort in resolving the issue!

Please note that we have passed your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

We'll also contact you privately here in the Community to gather more details. Please keep an eye on your inbox; we'll be in touch soon!

Your assistance is much appreciated so we can resolve the issue as soon as possible.

All the best,
Chel

[FredZiffel97]

Contacted by them and they suggested I try another router and ISP. Did that and reported back to them to have them totally ignore the email that stated the same results with no Wired connectivity.

I have also researched this issue on the internet and it is a common problem I am not the only person with this issue. What has happened to Roku? Why can't someone take ownership and say the devices failed or we pushed out a firmware/software update that is not compatible with your Roku Ultras and be honest about it.

How about offering the older updates and let us install them?

[lehmakm]

Yes, works with wireless connection.  Century Link is service provider (new modem) they checked and said it was working properly.  No add blocker and VPN (don't know what it is, so pretty sure not using)>

[FredZiffel97]

Hi lehmakm -

Roku has not returned an answer to my last post in June.

Somehow they disabled most likely through an update as both my Roku Ultras no longer connect via ethernet cables as they do not even recognize the cable being plug in. Not sure where you are at in your activity but I have given up on Roku.. Good luck in all your endeavors as I bought Roku Ultras specifically for the ethernet cable connection which does not work!

[bluea12]

I am also experiencing this issue, but with an Insignia Roku TV. I've not gone through all of the steps troubleshooting but will do a few tomorrow when I have the energy.

I went out of town and unplugged my modem/router combo for a few days. When I returned, I had no internet at all, and my ISP was finally able to make it out today to give me a new modem/router after determining that the one I had was faulty. 

My RokuTV still had no connection, and it is connected with an ethernet cable. I can connect my laptop with wifi disabled and get internet just fine from the cable. When I plug it in to the RokuTV and choose Wired Connection, it shows the same red 'X' at the first step and immediately goes to the Error 012. I've restarted the RokuTV several times, restarted the modem/router, and tried waiting a bit, all with no luck.

The RokuTV can connect via wi-fi, but the signal isn't as strong or reliable. I purposefully ran an ethernet cable through my house to use for the TV, so I'll be a bit disappointed if I'm for some reason no longer able to use it.

When I have more energy I will try a different cable after carrying the TV into the room with the modem/router. 

The TV is Insignia Model NS-55DR620NA18, and software version 14.0. (build 4.12221-31).

To be clear, the ethernet cable does have internet, as I can connect another device and get access just fine. I don't know what changed besides the modem/router, and there doesn't seem to be anything there that would be blocking the TV. 

Thank you @FredZiffel97 for your detailed notes on this and keeping the thread updated. Hopefully something will come of this