Wi-Fi & connectivity

[daneaffr]

This issue is ongoing!  

[sueska_rf]

Hello, Our ROKU 4K+ recently got an OS update, 12.5.0 build 4169, on 10-03-23 and it seems to have helped stop the videos failing with an error message. We still see the ROKU's light flash that it has lost the wireless connection but it regains control fast enough to not cause a playback problem. This appears to be an improvement. Go and manually check for updates in the; settings, system, update area. I hope version 12.5.0 build 4169 helps others here. 

[daneaffr]

FYI - that is the software version I am on and the problem is so bad I can't use the TV.

[RokuJohnB]

Hi @daneaffr,

Thank you for keeping us posted!

We'd like to investigate this issue further. What device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV) Are you getting any error codes or messages? What troubleshooting steps have you taken so far? Do you have cellular data so we can try connecting your Roku device to your hotspot and see if that is able to fix the issue?

We look forward to hearing from you soon, and we will continue to assist you further.

Thanks,

John

[daneaffr]

John,

I have provided all this information already to RokuJanadeeK on another thread.

Sony Bravia TV

Device Model 3941X2 - Roku Express 4K+

Software version 12.5.0 build 4169-E4

Issue ID 7W-401-471

I have xfinity as my service provider

[pmifold]

Hey Roku, Any chance you could give us a time frame on when you expect the fix to be in place?  It looks from the email thread that it was first reported in June 2023....thank you.

[brandanomano]

Same thing just started happening to both of my Roku devices and my internet is completely fine.

[RokuERey]

Hi @pmifold,

We're sorry for the delay in our solutions about this. We want to ask for additional assistance by providing us with the tracker I.D. When this issue occurs, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID.

Please keep us posted. Thanks!

Regards,

Rey

[RokuERey]

Hi @daneaffr,

We are sorry for the long process about this. We'd like to see if this resort works for you. 

Have you tried using a WiFi extender and then trying again to see if that helps?

Pleas keep us posted. Thanks!

Regards,

Rey

[RokuERey]

Hi @brandanomano,

Thanks for getting in touch, and welcome to the Roku Community!

We appreciate you letting us know about this and sharing additional insight. Our engineering team is currently aware of this and is monitoring this trend. We'll get back to you if we require further details and if there's an available update about this. 

Thanks,

Rey