Wi-Fi & connectivity

[jroycda]

I use the remote on the Roku app for my roku device since my dog chewed up the original remote. Sat down to watch tv a couple hours ago and remote says to connect to a device. 

I've already rebooted device, tv, and uninstalled/reinstalled app MULTIPLE times, and nothing is working.

A lot of the solutions I've read to similar problems is to go to settings, yet there is no settings option on the app. Keep in mind I can't access the remote without having a device to connect to.

Please help! It's BS that Roku has no phone number or chat option for support!!

[RokuNimfa-C]

Hi @jroycda, 

Thanks for your first post in the Roku Community!

We'd like to know more about the issue you are running into. Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? Could you send us a screenshot of the message you receive on your screen?

With more detailed information, we will be able to assist you further. 


Regards, 
Nimfa

[Posies]

I'm having the same issue. Worked fine this afternoon. Now it can't find my router to connect. Therefore, my remote won't work either, nor will the app. We have 2 Roku streaming sticks in our home. The newest one, streaming stick 4k is the one that will not connect. I have fiber optic 6G router. The signal strength is excellent. Out phones, our TV and our other stick connects fine. I've tried everything... It will not connect! I have unplugged and disconnect the stick, I've reset the router and plugged everything back in. I'm out of ideas. I did notice there is a new homescrean now, that it didn't have earlier. Was there an update that messed it up? 

[Posies]

And I know the issue ist the remote. I can still turn the TV on with the remote and the Roku screen says it's not connected on the upper right of the screen. 

[RokuNimfa-C]

Hi @Posies, 

Thanks for your post. 

For troubleshooting purposes, have you tried connecting this Roku device to an alternate wireless network, such as a mobile hotspot, to see if you are able to connect? Does your Roku device are able to detect other networks? 

In some cases, restarting their Roku device helps resolve the issue they are experiencing. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart.

Let us know what you find out. 


Regards, 
Nimfa

[makaiguy]

@jroycda--

If your Roku is no longer connecting to your home network (as is needed for your Roku app to connect to it) will need to have a compatible physical remote in order to re-establish a network connection.

When asking for help PLEASE let us know what Roku you have so you can receive better targeted answers. 

If your Roku is a Roku Streaming Stick the only available compatible remotes are the two Roku Voice remote models which connect to the Roku by wifi-direct .

Otherwise, for most other Roku models, all but some very old models can also use the Voice Remotes, but if they are located in view of the remote, a less expensive remote that controls by infrared (IR) like Roku's Simple Remote or many universal remotes that include codes for Rokus also can be used.

Note that if this is a Roku TV (i.e. one that has Roku capabilities built in) it uses a different set of IR codes than separate Roku devices do.  Be sure any universal remote you purchase for a RokuvTV says itvhas codes for "Roku TVs", not just "Roku".

@Posies--

No Rokus yet support v6 wifi.  Be sure your router is set to use v4 or at keast supprt both v4 and v6.

[Posies]

My other Roku that connects just fine, is an older Roku than this one. It connected previously... As I said, I used it 3 hrs before. The only change has been the home page for streaming stick 4k. And that is the only Roku that will not connect. Our fiber optic router is 6g capable, but set to use either 5G or 2.5G. the Roku does not go into setup mode at all. It won't connect to my Roku remote either. As I said, my remote works to turn my TV off but, because my Roku won't connect, my remote won't either. I'm at a loss. We got this one in Nov and I've had no problems until today. The other Roku is 4 years old and connects fine. 

[Posies]

As I already stated, I have already done all of those steps that I can do. Because my Roku won't connect, neither will my remote. The problem is not my remote because it still works to turn my TV off and controll the volume. Just won't control anything on the home screen. My older Roku stick connects fine, as does our TVs, cable and phones. And I used our 4K stick yesterday afternoon with no issues. 2 hours later, it will not connect. I've tried forcing it to setup by unplugging and disconnecting, putting my remote next to the stick, plugging it and reconnecting it and starting remote search ... Nothing. Doesn't even attempt setup. Only change has been to the Roku home screen with the butterfly theme. 

[makaiguy]

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@makaiguy wrote (typos and all):

@Posies--

No Rokus yet support v6 wifi.  Be sure your router is set to use v4 or at keast supprt both v4 and v6.

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Sorry, I misspoke above.  

• IP (Internet Protocol) numbers are used to send information to a particular destination.  The internet uses them to send info to your router, and your router uses a different IP on your home network to send info to each device on your net.  Initially IPs consisted of 4 numbers, each from 0 to 255, with this numbering system being referred to as V4.  This system provides nearly 4.3 Billion IP numbers, which is far more than your home network needs, but the internet system is near maxing out its capacity.  New IPs consisting of 6 numbers are the next coming thing, with this numbering system being referred to as V6. 
  
  What I meant to say above is Rokus support V4 IP numbers, none as yet support V6.  Be sure your router is set to assign V4 IPs or at least support both V4 and V6.  But if you have older Roku(s) that DO connect, this apparently is not your issue.

And as long as I'm mentioning frequently misused terminology that confuses posts in this support forum:

• 4G and 5G refer to 4th and 5th generation phone connection protocols, i.e. what your phone uses to connect to the cell towers.  This doesn't really have much to do with Roku setup.
  
  
• When talking about wifi bands used in wifi routers, these are referenced by their frequencies in GigaHertz, currently. 2.4 GHz, 5 GHz, and 6 GHz.   Most Rokus support the 2.4 and 5 GHz wifi bands.  Some Rokus, notably non-4K Express and Premiere models, only support 2.4 GHz wifi.  No Rokus support 6 GHz wifi yet.

[renojim]

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@Posies wrote:

The problem is not my remote because it still works to turn my TV off and controll the volume.

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This isn't an indication that there isn't a problem with the remote.  The TV controls and the Roku controls are completely separate (think of it as two remotes in one).  Try pairing the remote again.

How to set up your Roku® voice remote | Official Roku Support

You still haven't told us the model number of your stick, but if it's one that uses a Wi-Fi receiver in the USB cable then the remote won't connect without it.