Wi-Fi & connectivity

[AvsGunnar]

@phoenix529 

Good deal, making some progress.

Post back with your hardware.  What is model number of your LG Roku TV, your router model number, and your ISP (internet service provider).  Also, are you using any extenders/pods/access points in this network setup?  

If you access your network via a ISP mobile app, have you verified that no "Pause" setting has been enabled for the Roku TV. (This setting usually only affects internet access of a device, but can prevent network access on some).  I know you said you checked the router so just ruling out an app setting, if used.

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Some things to check on the 2.4ghz and 5ghz settings in router.

2.4ghz --> using channel between 1 and 11 (1, 6, 11 preferred), wireless mode set to default b/g/n, bandwidth/channel width set to 20mhz.

5ghz --> using channels 36-48, or 149-161.  (Roku cannot see or use DFS channels 52-140), wireless mode set to N/AC (cannot be set to AX only if using wifi6 router) and bandwidth/channel width set to 40mhz for troubleshooting.

If using Wifi6 routers, make sure you are not excluding Roku by using AX and WPA3 encryption.  (Need to include AC and WPA2 for Roku to work).

Feel free to post back with the above info and how you currently have network setup, particularly in regard to the above.

[phoenix529]

I appreciate the assistance!

1. LG Model: 55LF5700-UA
2. Router Model: Netgear Orbi RBR50
3. ISP: Comcast/Xfinity
4. Router extenders?: Yes (I ruled out the extender by switching to a different extender I know is working well; the TV still would not connect.)
5. Checked mobile apps for both ISP and Router.  None are blocking/pausing connections (that I can tell).  I don't see this option at all on ISP app.  Router app does have this option, and I've verified the Roku TV is not blocked.

2.4ghz is using channel 11.  5ghz is using channel 44.  Router security is set to WPA2.  I am using Wi-Fi 5 (802.11ac).

[AvsGunnar]

@phoenix529 

If you disconnect the extenders (satellites), can you get the RokuTV to connect directly to the RBR50?

I would also try disabling Armor protection if you currently have it enabled. (Armor has caused all sorts of issues with connected devices.  It is actually buggy enough that Netgear has alerted users that a Factory Reset of the router may be necessary after enabling or disabling Armor).

Make sure firmware is updated for both the satellites and the router.  (version 2.7.5.4  More info here  https://community.netgear.com/t5/Orbi-Wi-Fi-5-AC-and-Orbi-with/New-RBR50-RBS50-Firmware-Version-2-7-...)

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Since the Roku TV connects to a hotspot, I think the wifi capability of the hardware is fine (at least first glance), and there is just some miscommunication/misalignment between the RBR and the RokuTV. (especially since the other Roku devices are working fine with the satellites).

Personally, I think I would Factory Reset the Orbi to clear out any potential corrupted settings/cache.  After Factory Resetting the router, I would not use the Orbi app (at least initially), but make all changes to the router through the web portal (192.168.1.1 or 10.0.0.1)

[Bellastar19]

Internet connection is excellent, roku is still not connecting 

[RokuJechealR]

Hi @Bellastar19,

Thanks for sharing your concern here in the Roku Community!

Could you tell us when you started seeing the issue occur? Have you tried rebooting your router, connecting your device to an alternative network to see if you still see this appear, or connecting to a mobile hotspot?

We'll be eager to wait for your update. Thank you!

All the best,

Chel

[Nanny531]

i am having the same problem.  Even purchased a new roku stick.  I use youtube tv.  It started on Sept. 2.  Was watching tv in the am but in the evening could not connect.  Very frustrating.

[phoenix529]

Finally got an opportunity to try the suggestions from @AvsGunnar.  The recommendations were spot on. It was the Orbi. The disabling of the armor feature plus factory reset worked. Thanks so much!

[RokuTakashi · Accepted solution]

Hi @Nanny531,

Thanks for reaching out here in the Roku Community!

We appreciate you for informing us about the experience you had with network issues on your Roku device. Here are a few troubleshooting steps that commonly resolve this issue.

• Restart your Roku device by navigating to Settings > System Power > (skip if no sub-menu) System Restart.
• Clear the network information on your Roku device. To do this, go to Settings > System > Advance System Settings > Network connection reset. Then, reconnect once more.
• Restart your modem/router.
• Connect to an alternative network such as a mobile hotspot if you're able to connect and maintain a network connection.

We hope this works.

All the best,
Kash

[Rex2777]

I have an even better conundrum for you: A few days ago. My less than a year old Roku Onn TV. Stopped connecting to my Wi-Fi (which has a VPN). It will connect to my phone's hotspot but it will not connect to my Wi-Fi. Other devices in my room (which is away from the Wi-Fi router) will also connect to my Wi-Fi. My phone is also connected to the Wi-Fi. Why does my Roku TV not connect to the Wi-Fi but it will connect to the hotspot which is connected to the Wi-Fi on my phone? Can anyone answer this? Can anyone working for Roku answer this? Just typing that out makes me angry so I'll repeat it.

My Roku TV will only connect to my phone's hotspot. My phone is connected to the Wi-Fi. My Roku TV will not connect to my Wi-Fi. What the **bleep** is happening???

I've rebooted the TV a million times unplugged it did a hard reset. I'm this close to returning it and asking for a new one which just seems ridiculous considering how it will connect to my phone's hotspot (which again is connected to my Wi-Fi) but the TV itself will not connect to the Wi-Fi.

This is really stupid. This is the kind of trouble shooting we go to war over.

Fix your product ROKU!!!!

[RokuEuniceL]

Hi @Rex2777,

Greetings from the Roku Community!

We're glad to assist you with your problem connecting your Roku TV to the Wi-Fi network. We'd like to know more about it so we can determine why it is not connecting. Please provide us with some details.

• Have you tried restarting your modem and router? (Unplug it from the wall outlet for a minute and plug it back in right after.)
• What error message or code are you getting after trying to connect to your Wi-Fi network on your Roku TV?
• How far is your Wi-Fi network from your Roku TV?

Please check out this support article here for more details on common connection error screens and recommended actions.

We'll wait for your update.

Kind regards,

Eunice