Wi-Fi & connectivity

Having Roku connectivity problems? Get the help and troubleshooting tips you need for Roku wireless connection issues, ethernet connections, and more.
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roksuer
Channel Surfer

Roku Wireless not working with eero router since 2/13/2020

Has anyone found a solution for this yet?

I'm having same issue. Have already tried factory resetting eeror and roku

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12 REPLIES 12
Winke
Channel Surfer

Roku Wireless not working with eero router since 2/13/2020

Never found a solution, so changed providers.  Helix by Videotron works great.

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RokuJohnB
Community Moderator
Community Moderator

Re: Roku Wireless not working with eero router since 2/13/2020

Hi @roksuer @Winke,

Welcome to the Roku Community, and thanks for keeping us posted!

We'd love to investigate further with this issue that you're having. May we know what troubleshooting steps you have taken so far? What Roku device are you using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify)

We'll wait for your response.

Thanks,

John

John
Roku Community Moderator
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Fresh_Mint
Reel Rookie

Re: Roku Wireless not working with eero router since 2/13/2020

Try adding it to the guest network. That works fine for me. It's a bit of a pain as my phone is on the normal network so you can't use some features but otherwise it works fine for me like this.

I suspect Roku is using a port for coms with the service which is firewall blocked by the eero but without knowing what ports it uses there is no way to configure it open.

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Fresh_Mint
Reel Rookie

Re: Roku Wireless not working with eero router since 2/13/2020

John this is not a new problem. I have this issue with my roku express and my roku soundbar. I believe it's a general issue for Roku devices on an eero network. 

Simply put, the Roku will not be able to access services vis the eero managed network. I suspect there is a firewall block that is causing this. If you set-up a guest network for the eero (i.e. its operating in the DMZ) it appears to work fine.

Roku needs to find out what the eero is doing to prevent it from working when behind the firewall.

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roksuer
Channel Surfer

Re: Roku Wireless not working with eero router since 2/13/2020

Hello,

Onn Roku TV C251x- 100021261

Eero pro router

Arris surfboard 6183 docis 3.0 modem- on the approved list for my isp

Exact issue: launching apps won’t work, cannot install/ uninstall apps, if apps do work freezing within apps, unable to check for roku updates

Steps taken

  1. Software update of roku tv – 12.5.0 build 4176-ce
  2. Network connection reset- roku
  3. Factory reset roku TV
  4. Factory reset eero
  5. Factory reset arris modem
  6. Disable eero plus security feature – Advanced security threats
  7. Disable wpa3 on eero
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RokuEuniceL
Community Moderator
Community Moderator

Re: Roku Wireless not working with eero router since 2/13/2020

Hi @Fresh_Mint, @roksuer,

Thanks for keeping us posted here in the Roku Community!

We appreciate you providing these details. What error message are you getting when trying to connect to the network? Have you tried reaching out to the Internet service provider?

Please check out this support article on connecting your Roku streaming device to the internet, and make sure to follow the troubleshooting listed at the bottom of the article to see if it fixes the issue.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,

Eunice

Eunice L.
Roku Community Moderator
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roksuer
Channel Surfer

Re: Roku Wireless not working with eero router since 2/13/2020

No errors on the device itsef.

Eero app shows connected as well.

Between laptops, iphone, ipads, nest camera, nest thermostat, blink camera, smart garage door, smart fridge, smart dishawasher. The only device having issue is the Roku TV. Thus ISP won’t be able to help.

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RokuJohnB
Community Moderator
Community Moderator

Re: Roku Wireless not working with eero router since 2/13/2020

Hi @roksuer,

Thanks for the update!

We will be more than happy to take a closer look into this issue that you're experiencing. Could you send us a photo of your running problem?

We'll wait for your response.

Thanks,

John

John
Roku Community Moderator
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roksuer
Channel Surfer

Re: Roku Wireless not working with eero router since 2/13/2020

I did open a support case 9011231 for this. 

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