Wi-Fi & connectivity

[Lthom022]

9:30 am 10/20/2023.  2 roku boxes in my home will not connect to internet.  Other devices in home are connected and working.  Roku boxes keep asking to check connection.  I have re-booted, etc.  Roku must be experiencing an outage.

[RokuJanadeeK]

Hi @Lthom022,

Thanks for letting us know about this issue. We're happy to help.

Have you tried rebooting the router instead? If the issue persists, please try to use an alternative network, such as a mobile hotspot, to see if it will connect.

Please inform us of your findings.

Regards,
Janadee

[Rocketmanspc]

Same problem here. I have rebooted everything and all my internet devices including two non-Roku tvs work great. But neither of my Roku tvs will work. They both show they are connected to my wifi with excellent signal strength but none of the channels will connect. I get a couple different error messages. One is to check my internet and the other is that channels I use all the time are not available in my region. It has to be a Roku issue and has been down all day. 

[RokuJanadeeK]

Thanks for sharing the experience you have with this issue, @Rocketmanspc.

As mentioned, have you tried using an alternative network instead? We want to observe if the devices would be able to connect to other networks, such as a mobile hotspot.

Please let us know how it goes.

Regards,
Janadee

[Lthom022]

I was in a twitter discussion for help.  They could not solve the problem and are replacing a box for me.  One of my 2 boxes froze up due to an update.  So that is 2 Rokus that suddenly went bad.  Both working yesterday.  Their update must have had ill effects on some boxes.

[Rocketmanspc]

The tv will connect when I switch it to my iPhone hotspot. 

[makaiguy · Accepted solution]

@Rocketmanspc-

That indicates the problem is the interaction between your router and your Roku.

There are some router setting issues that can prevent establishing Roku wifi connections. And to make matters worse, some of them can be caused by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

Your problem sounds like this one:

• ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings on the 2.4 GHz wifi band from b/g/n to just g/n, causing Rokus connecting to the 2.4 GHz wifi band to lose their ability to connect to the network.
  
  Note that, of recent Roku models, non-4K Roku Express/Express+ (model numbers below 3940) and Premiere/Premiere+ (model numbers above 4630) can ONLY receive the 2.4 GHz band and are therefore affected by this.
  
  The solution is to set the router's configuration back to using b/g/n.  See "Reconfiguring Router", below.

Reconfiguring Router
Thanks to forum user @AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.